Mason TowneManager of Customer Success
SUMMARY

Manager of customer success with 8 years of experience in B2B SaaS startup companies focused on digital marketing for Real Estate and Home Services professionals. Experienced in building Success functions from scratch, including onboarding, staffing, and expansion/​upsell motions. Proven ability to generate expansion revenue, reduce churn, and increase client activation rates. I believe the results a Success team generates are directly correlated to it's ability to educate customers and empower it's employees.

EXPERIENCE
Carrot, Manager of Customer Success and Onboarding
05/2019 – 01/2026 | Roseburg, OR
  • •Developed from scratch at scale customer onboarding systems that lead to a 400% increase in company wide expansion over 2 years.
  • •Led a team that focused on increasing product performance (namely SEO & PPC leads) for our entire userbase of 8000 members.
  • •Created CS to Product team feedback loops that identified customer pain points and resulted in over 300 actionable pieces of feedback being passed to the product team.
  • •Identified critical churn and expansion points on a per cohort basis that allowed the team to build different onboarding paths for different segments, leading to quicker time to value and activation rates that ultimately contributed to a 60% reduction in churn for our experienced customer cohort.
  • •Collaborated with our Sales motion to reduce friction between Sales to Customer Success handoffs, leading to an increase in team happiness ratings.
    • Carrot, Team Lead of Customer Support/Self Service
    04/2018 – 05/2019 | Roseburg, OR
  • •Managed the iteration of self help resources and training programs, such as the Carrot help center, paid training portal, and 30 day challenge with an 91% resolution rate.
  • •Led a team of support technicians in the daily handling of 150+ support tickets.
  • •Implemented in team "game tape reviews" that lead to an increase in our customer satisfaction ratings to 96%.
  • •Created a new hierarchy for our technical support tickets, leading to faster resolution rates by 60% and higher customer satisfaction rates on technical issues.
    • Carrot, Customer Support Technician
    05/2017 – 04/2018 | Roseburg, OR
  • •Provided technical support and strategic guidance to our customers, handing over 300 tickets per week.
  • •Maintained a customer satisfaction rating of 98% in my interactions.
  • •Created a rudimentary onboarding system for our members to enable them for future success that grew onboarding rates from 60% to 90%, prior to any real CS function at Carrot.
    • SKILLS
    Scaled Onboarding Systems, Team Leadership and Coaching, Churn/Retention Management, Customer Segmentation, Expansion and Upsell Revenue Systems, SEO, PPC, Product Adoption, Data/Signal Analysis, Cross Functional Collaboration