Jp Valery
Customer Success & AI Operations · 12 years in email | 8 years in CS
Experience
Resend
Email API for developers
Customer Success Engineer
since Feb 2025
- · Employee #13. Owned the customer experience through hypergrowth: 5k → 130k+ paying customers, ARR up 15x, and tickets 200 → 1,500+/week
- · Built an AI support agent from scratch (intent, classification, tool use, and replies) with custom evals and benchmarks; resolves ~25% of conversations
- · Cut resolution time by 70% and held first-response SLAs while ticket volume grew 7x, consistently at 2–4x the throughput of peer CSEs
- · Closed the loop with Engineering through recurring deep dives, demos, and Feedback Friday, a weekly customer-feedback newsletter
- · Shipped product code directly (rate-limit automation and support tooling) and helped hire and onboard the support team
Customer.io
Messaging automation platform
Success Team Manager, Mid-Market
May 2023 - Feb 2025
- · Led a global CS team of up to 17 direct and indirect reports across 4 continents: 100% retention and 7 promotions in 12 months
- · Owned ~80% of CS-covered accounts ($40M+ ARR) at 115% team NRR, 130% on my own book
- · Doubled Scale segment coverage with no added headcount through webinar programs and automation
- · Built Next.js automations and Gong, Planhat, Slack, and Zendesk integrations saving 2,000+ team hours a year
- · Automated account assignment with suggestions by region and book load, replacing a manual, Director-gated process
Customer Success Team Lead
Jan 2022 - May 2023
- · Led the Vitally → Planhat migration; coached CSMs to 120% team NRR while carrying the largest book among leads at 140% NRR
Customer Success Manager
Apr 2021 - Jan 2022
- · Managed 50+ strategic accounts at 145% NRR (vs. 110% target)
Local Logic
Location intelligence for real estate
Manager, Growth Operations
Feb 2020 - Feb 2021
- · Built the Customer and Growth functions supporting an $8M Series A
- · Implemented a GTM stack cutting costs 60%, doubling activation rate, and halving time to activate through automated user journeys
LANDR
Music creation platform
Growth Architect
Oct 2019 - Feb 2020
- · Technical lead for Customer Experience and Monetization; ran messaging operations delivering 10M+ emails and 12M+ in-app messages a year
CS Specialist → Manager
Aug 2018 - Oct 2019
- · Migrated customer messaging from Intercom and Appcues to Customer.io; cut campaign deployment time by 85%
- · Implemented ML-driven churn prediction, reducing churn by 15%
Earlier · Gameloft 2014 - 2017 · Built the email program from scratch to 500k+ subscribers, then led global product marketing for mobile launches (40M+ downloads)
Skills
- AI
- Claude Code · Agents · Skills · Tool use · Evals · RAG
- Deliverability · SPF / DKIM / DMARC · Transactional · Lifecycle · React Email
- Development
- Next.js · Astro · React · JavaScript · Tailwind · REST API · GraphQL · Vercel · git
- CS Operations
- Plain · PostHog · Retool · Customer.io · Planhat · Segment · Linear · Zendesk · Salesforce
- languages
- French · English · High Valyrian
Education & Certifications
- M.Sc Marketing & Management · KEDGE Business School Jul 2014
- Chief Customer Officer (CCO) School · Pavilion Aug 2022
- Revenue Growth Architecture School · Winning by Design Jul 2021
- Certified Incident Responder · PagerDuty Sep 2020
Affiliations
- GLG and Tegus · Expert advisor on email, marketing, and RevOps stacks since 2019
- Pavilion · Associate Chapter Head 2020 - 2023
In their words
“His versatility is his superpower, leading to infamous quotes like ‘everyone needs a JP.’”
“In my 18+ years working in email marketing, none have come close to the level of excellence that Jp consistently delivers.”
“Jp was the best CSM I've ever had the pleasure of working with.”
“Jp is a rare breed: a big-picture thinker who can also get messy in the details.”
“It is hard to beat the good fortune of having a manager like Jp.”
“He has played a crucial role in my own growth and development.”