J
P

Jp Valery

contact@jpvalery.me
|
resume.jpvalery.me

Experience

Resend

Resend

Remote

Customer Success Engineer

since Feb 2025

    Customer.io

    Customer.io

    Remote

    Success Team Manager, Mid-Market

    since May 2023

    • · Lead global CS team with up to 17 direct and indirect reports across 4 continents with 100% team retention
    • · Conduct bi-annual performance reviews and weekly 1:1s, achieving 7 promotions in the last 12 months
    • · Oversee ~80% of accounts benefiting from CS services representing $40M+ Annual Recurring Revenue
    • · Supported a doubling in volume of our Scale segment with no additional headcount through webinar programs and automation
    • · Developed Next.js automations saving 2,000+ team hours annually
    • · Architected parallel-processing account assignment system, eliminating single points of failure and accelerating time-to-value for all stakeholders
    • · Implemented integrations between key platforms (Gong, Planhat, Slack, Zendesk)
    • · Drive cross-functional strategic initiatives with Product, Engineering, Account Management, and Sales teams

    Customer Success Team Lead

    Jan 2022 - May 2023

    • · Managed largest customer portfolio among team leads while leading a team in the Americas region
    • · Led successful migration from Vitally to Planhat, optimizing CS operations
    • · Mentored and developed high-performing team of CSMs
    • · Spearheaded onboarding process improvements and team development initiatives

    Customer Success Manager

    Apr 2021 - Jan 2022

    • · Managed strategic portfolio of 50+ accounts
    • · Consistently exceeded NRR targets (145% vs 110% goal)
    • · Redesigned customer health score methodology
    Local Logic

    Local Logic

    Remote

    Manager, Growth Operations

    Feb 2020 - Feb 2021

    • · Built Customer and Growth functions supporting successful $8M Series A raise
    • · Implemented GTM stack yielding 60% cost savings and 100% activation rate improvement
    • · Reduced activation time by 50% through automated user journeys
    • · Led migration from Webflow to Next.js + GraphCMS
    LANDR

    LANDR

    Montréal, QC (Canada)

    Growth Architect

    Oct 2019 - Feb 2020

    • · Served as technical lead for Customer Experience and Monetization team
    • · Defined and executed growth strategies across multiple channels

    Customer Success Manager

    May 2019 - Oct 2019

    • · Built automated workflow reducing campaign deployment time by 85%
    • · Implemented ML-driven churn prediction reducing customer churn by 15%
    • · Created multi-language localization system supporting 6 languages

    Customer Success Specialist

    Aug 2018 - Apr 2019

      Education & Certifications

      Chief Customer Officer (CCO) School

      Chief Customer Officer (CCO) School

      Pavilion

      since Aug 2022

      Revenue Growth Architecture School

      Revenue Growth Architecture School

      Winning by Design

      since Jul 2021

      Certified Incident Responder

      Certified Incident Responder

      PagerDuty

      since Sep 2020

      M.Sc Marketing & Management

      M.Sc Marketing & Management

      KEDGE Business School

      Jul 2014

      Skills

      languages

      • French
      • English
      • High Valyrian

      CS Operations

      • Plain
      • Customer.io
      • Planhat
      • Segment
      • Mixpanel
      • Amplitude
      • Vitally
      • Zendesk
      • HelpScout
      • Salesforce

      Productivity

      • Notion
      • Zapier
      • Gsuite
      • Slack
      • Zoom
      • ChatGPT
      • Claude.AI

      Development

      • Next
      • Tailwind
      • git
      • REST API
      • HTML
      • CSS
      • React
      • JavaScript
      • GraphQL
      • Vercel
      • Linear

      Affiliations

      Pavilion

      Pavilion

      Associate Chapter Head

      Nov 2020 - Jan 2023

      Tegus

      Tegus

      Consultant

      since May 2021

      GLG

      GLG

      Consultant

      since Apr 2019