@ nate.s.jones@gmail.

com
Nathan Jones # (801) 915-4794

THINGS I’M PROUD OF

WHO I AM
I am a customer experience
fanatic that loves to drive
brand management through
the services department. I
have spent my career in SaaS
building and scaling high-
performing service and
success teams. My biggest joy
comes from helping people
progress both personally and
professionally.
• Built a Support Services department from scratch with a 99.7% CSAT score
• Scaled Customer Success department from 24 to 10 without productivity loss
• Implemented Gainsight, ChurnZero, JIVE, Asterisk, Zendesk, Desk.com,
Freshdesk, Hipchat, Slack, Salesforce, and SugarCRM systems at various
organizations based on company needs
• Managed a book of business worth $2.3 million of ARR
• Ran a Customer Service department with a turnover rate of less than 1%
• Reduced dollar-cohort churn from 38% to 19%
• Volunteered as a Mentor in the Aspire Leadership program
• Helped over 70 colleagues progress in their chosen career path
• Completed all quarterly goals since 2010
• Established a cross-functional Voice of the Customer committee
• Drove a project to re-write legacy code used by more than 50k daily users

TEAMS I’VE BEEN A PART OF

SKILLS I HAVE SimpleNexus May 2018 – Mar 2019
Sr. Customer Success Manager & Support Manager

Briostack Feb 2017 – May 2018

• Leadership
• Project Management
Lead Customer Success Manager
• CX Analysis Banyan Aug 2016 – Feb 2017
• Training
Vice President, Customer Success
• Process Management
• Gainsight Simplifile Oct 2009 – Aug 2016
• Zendesk Product Manager
• Data Analysis Director of Support Services
• Hiring Support Engineer
• Problem Solving
• Customer Retention
• Strategic Planning EDUCATION AND CERTIFICATIONS
• Executive
Relationships Utah Valley University BS in Business Management
• Hiring
• System Administration Pragmatic Marketing Lvl 3 Jan 2016
• Adaptability
• Operations
Simplifile - Annual Outstanding Contribution 2010, 2014
• Mentoring Gainsight Administration Oct 2016