Driving Growth & Delivery Excellence Through Customer Success & Program Leadership
Reducing Costs, Retaining Customers
- Sustained NPS 37% above industry standard
- 30% reduction in onboarding times
- 35% increase in customer health ratings
- Supported 10x growth in customer base
Career Highlights
Results-driven executive with extensive experience in customer success, digital program delivery, and cross-functional team leadership across SaaS, healthcare, and agency environments.
Customer Lifecycle & Retention
Operational Process Design & Optimization
Program & Portfolio Management
Budgeting & Financial Management
Onboarding Program Management
Strategic Planning & Execution
Healthcare & Medical Technology
Software as a Service (SaaS)
Clinical Research
Digital Marketing
Advertising
20+ Years Leading SaaS & Digital Initiatives
Over the past 20+ years, Matthew has led enterprise-scale initiatives focused on improving customer outcomes, streamlining operations, and driving retention. Building and scaling customer success functions, leading digital transformation programs, and aligning teams around strategic priorities. Matthew’s leadership approach blends structure, collaboration, and efficiency to elevate engagement and deliver measurable impact.
- Implemented scalable project frameworks and automated key reporting processes
Results:
Increase in operational efficiency via automation. Increase in transparency of customer projects, promoting confidence in the Customer Success team. Increased cross-functional collaboration and input, applied directly to customer action plans to move customers from Red to Yellow to Green.
Case Study
Increasing Visibility of Customer Information
Situation:
Lack of insight into the status of customer projects and key customer success KPIs due to insufficient manual processes.
Task/Activity:
- Implemented Smartsheet Blueprint software and automation to connect project information across platforms, communicating project status and metrics via digestible dashboards and automated weekly reports.
- Implemented Salesforce Connector to send information back and forth between systems, further increasing ease of access to information for the Sales team.
- Implemented Monthly Customer Reviews, providing key customer updates, NPS scores, and opportunity to source feedback and input from various internal stakeholders.
Results:
Increase in accuracy of estimating of Customer Success activities. Decrease in effort and time required to provide estimated fees. Maximization of activities available to charge for, increasing revenue per engagement.
Case Study
Creating Efficiencies in the Estimation Process
Situation:
Inefficient process and inconsistent outputs of estimated fees for Customer Success activities to include in proposals and scopes of work.
Task/Activity:
- Created all-inclusive estimating workbook template for each core product requiring pricing inputs.
- Provided small, medium, and large “t-shirt sized” pricing options for each Customer Success activity.
- Locked down formulas and input sheets to control outputs and maintain consistency.
- Utilized formulas for easy calculation of projected margin based on blended and or individual labor rates.
Results:
Increase in speed to kickoff and delivery of hardware to customer, eliminating any unnecessary delays. Overall onboarding time for Physician Practice customers reduce by 50%/2 weeks.
Case Study
Decreasing Onboarding Time
Situation:
Desire by customer and leadership to reduce onboarding time from 4 weeks to 2 weeks for Physician Practice implementations.
Task/Activity:
- Automated notifications from Salesforce to Smartsheet to alert Customer Success of Closed Won deals, speeding up time to internal and customer kickoff.
- Automated project creation via Smartsheet, adding new project to reporting dashboards to create visibility and accountability across the organization.
- Implemented dynamic kickoff request process utilizing Smartsheet forms and automations, surfacing status on a Dashboard.
- Added Hardware Request form fields to kickoff request form to accelerate the hardware procurement process.
Results:
Improved customer health of acquired customers from 65% green to 100% green within 6 months of acquisition. Zero churn and zero negative impact to overall customer health metrics. Metrics only improved.
Case Study
Successfully Absorbing Acquired Customers
Situation:
Doubling of customer base overnight due to acquisition. Challenged to successfully absorb new customers without any churn or impact to existing customer health metrics.
Task/Activity:
- Reviewed all contracts, confirming contract details. Created each project accordingly using standard company processes and software, adding the projects to standard reporting and automated weekly reports.
- Created invoicing sheets to provide visibility to Finance, working closely with Finance to confirm current status of invoicing.
- Reached out immediately to new customers to conduct a meeting prepared with a presentation outlining the details of their contract and current status to inspire confidence.
Testimonials
What People Say
“Matt is a phenomenal leader and strategic project manager. His extensive project management experience and ability to think about the big picture, understanding the deeper “why”, while also accounting for small details is unparalleled. “
“Matt has an incredible ability to balance high-level strategic vision with hands-on leadership. He has a deep understanding of the digital health space and the different customers, and used this knowledge to drive customer retention, expansion, and overall satisfaction.”
“Under his leadership, we acquired and productized several lines of business, increased revenue for our largest customers (50%+ company revenue under his stewardship), and did this with fewer than half of what other teams were provided. Matt is a rockstar in pretty much any capacity.”
“Matt’s ability to anticipate challenges, adapt to changing priorities and effectively communicate complex information is truly valuable. I highly recommend Matt for his dedication, professionalism, and ability to deliver exceptional results.”