Erin Mitchell

CEO

United States22 yrs 11 mos experience
Highly Stable

Key Highlights

  • 19+ years in Customer Success leadership.
  • Proven track record in reducing churn and increasing NRR.
  • Expert in building high-performing Customer Success teams.
Stackforce AI infers this person is a Customer Success leader in the SaaS industry with a focus on B2B engagement.

Contact

Skills

Core Skills

Customer Success ManagementStrategic HiringStrategic PlanningAccount Management

Other Skills

Project ManagementBusiness RestructuresCross-functional CollaborationsBusiness ExpansionCareer DevelopmentRetention StrategiesAccount ExpansionCustomer RetentionBusiness Process ImprovementHiringTeam LeadershipEmotional IntelligenceBusiness ContinuityEnterprise Risk ManagementCrisis Management

About

I am a results-oriented Customer Success leader with 19+ years of experience- driving customer adoption, retention, expansion, and satisfaction within hyper-growth B2B companies. I have a proven track record of building and scaling world-class Customer Success teams. My teams are consistently credited as top performers in reducing churn, and increasing NRR/CLTV. I have deep experience in building the foundations needed for these programs. Through customer journey maps, scalable CS frameworks (e.g., Gainsight, Totango), and aligning cross-functional efforts, I drive customer outcomes and business growth. I am ardent in my hiring process, and bring in world- class talent. I have a zeal for talent optimization and career development, while ensuring my teams exceed expectations. I have a bias towards action in gap analysis, solving big problems with data driven decisions, and delivering quantifiable value. I do so, while leading with empathy and understanding. Listening, really listening to people, has been a critical skill in my success. I believe if you hire good humans and support them, you will innately get good work. I am deeply passionate about community building and resilience. I am also a certified business continuity planner and disaster recovery expert with 11 years of experience in enterprise continuity of operations and risk management. I am meticulously focused on what defines success and what matters to the business, the market, and to customers.

Experience

22 yrs 11 mos
Total Experience
3 yrs 3 mos
Average Tenure
--
Current Experience

Vercel

Director of Customer Success Management, AMER East

Dec 2024Sep 2025 · 9 mos · Remote · Remote

Strategic HiringProject ManagementBusiness RestructuresCross-functional CollaborationsBusiness ExpansionCustomer Success Management

Github

2 roles

Director of Customer Success

Promoted

Oct 2021Dec 2024 · 3 yrs 2 mos · United States

Strategic PlanningCareer DevelopmentRetention StrategiesBusiness ExpansionProject ManagementCustomer Success Management

Senior Customer Success Manager

Feb 2021Oct 2021 · 8 mos · United States

  • Making the development of software and the lives of those who develop software...better. GitHub is the best place to share code with friends, co-workers, classmates, and complete strangers. Over 31 million people use GitHub to build amazing things together across 97+ million repositories. With all the collaborative features of GitHub, it has never been easier for individuals and teams to write faster, better code.
Account ExpansionCustomer RetentionBusiness Process ImprovementHiringTeam LeadershipCustomer Success Management+1

Pagerduty

Strategic Customer Success Manager

Nov 2020Feb 2021 · 3 mos

  • In an always-on world, teams trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. PagerDuty is the central nervous system for a company’s digital operations. We identify issues and opportunities in real-time and bring together the right people to respond to problems faster and prevent them in the future. From digital disruptors to Fortune 500 companies, over 12,000 businesses rely on PagerDuty to help them continually improve their digital operations—so their teams can spend less time reacting to incidents and more time building for the future.
  • Dutonians believe that we are a part of a bigger movement of businesses being built to benefit everyone—the customer and the employee, as well as our community. We are go-getters fueled by the fire to reinvent how people and companies work together. We take the lead and get creative to be first in the hearts of our customers. Whether it’s keeping the world on or changing it entirely, Dutonians are fueled by the fire to reinvent how people and companies work together to deliver in real-time, across the globe.

Chef software

Senior Global Customer Success Manager

Apr 2018Nov 2020 · 2 yrs 7 mos · Florida, United States

  • Chef is the leader in Continuous Automation software, and one of the founders of the DevOps movement. Chef works with more than a thousand of the most innovative companies around the world to deliver their vision of digital transformation, providing the practices and platform to deliver software at speed. Chef Automate is Chef’s Continuous Automation Platform which is powered by an awesome community and open source software engines: Chef for infrastructure, Habitat for applications, and InSpec for compliance. For more visit http://www.chef.io

Agility recovery solutions

3 roles

Enterprise Relationship Manager

Oct 2016Apr 2018 · 1 yr 6 mos · Westminster, Colorado

Director of Enterprise Sales

Aug 2011Feb 2016 · 4 yrs 6 mos

  • Agility Recovery provides business continuity and disaster recovery solutions to the public and private sector. Developed an enterprise sales support program targeting Fortune 500 companies. Experience training new hires, managing sales processes from start to finish, and RFP response. Created and developed the inside and outside sales training programs for over 60 representatives which is still currently in use. Expansion focus within existing customer portfolio.

Customer Success Manager/ Continuity Planner

Feb 2006Aug 2011 · 5 yrs 6 mos

  • With a focus on retention, churn mitigation, and expansion, I also developed thousands of business continuity, crisis management and emergency communication plans. Spearheaded projects developing planning templates, checklists and conducted training on workplace preparedness tactics. Facilitated hundreds of recoveries, working with national deployment teams and vendors to source resources and assets essential to critical business functions.

Hidden lake academy

Counselor

Mar 2003Jan 2006 · 2 yrs 10 mos · Dahlonega, GA

  • Counseled students who struggled with depression, anger management and various addictions. Provided guidance according to learning theories and educational philosophy of the school. Varsity Mens Soccer Coach- 2 years.

Florida department of children and families

Abuse Investigator

Jun 2000Aug 2001 · 1 yr 2 mos · Greater Panama City Area

  • Investigated domestic and familial abuse and negligence. Coordinated state services into the homes of children with critical needs.

Education

University of North Florida

Bachelor's Degree — Health Administration and Business Administration

Jan 1996Jan 2000

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