# Jp Valery — Agent Context This file provides structured context about Jp Valery for AI agents and LLMs. ## Identity - **Name:** Jp Valery - **Contact:** contact@jpvalery.me - **Resume:** resume.jpvalery.me - **Recommendations:** https://jpvalery.me/work/recommendations ## Professional Summary Customer Success and AI Operations operator with 12 years in email and 8 years in Customer Success. Employee #13 at Resend through hypergrowth (5k → 130k+ paying customers, ARR up 15x, and tickets 200 → 1,500+/week); previously led a 17-person global CS team at Customer.io covering $40M+ ARR. Builds the foundations customer teams run on: AI support agents with custom evals, product code, integrations, and a tight feedback loop between customers and engineering. ## Career Timeline | Period | Company | Role | |---|---|---| | Feb 2025 – Present | Resend | Customer Success Engineer | | May 2023 – Feb 2025 | Customer.io | Success Team Manager, Mid-Market & Scale | | Jan 2022 – May 2023 | Customer.io | Customer Success Team Lead | | Apr 2021 – Jan 2022 | Customer.io | Customer Success Manager | | Feb 2020 – Feb 2021 | Local Logic | Manager, Growth Operations | | Oct 2019 – Feb 2020 | LANDR | Growth Architect | | May 2019 – Oct 2019 | LANDR | Customer Success Manager | | Aug 2018 – Apr 2019 | LANDR | Customer Success Specialist | | 2014 – 2017 | Gameloft | Community Manager → Product Marketing Manager | ## Key Achievements - Employee #13 at Resend through hypergrowth: 5k → 130k+ paying customers, ARR up 15x, and tickets 200 → 1,500+/week - Built Resend's AI support agent from scratch (intent detection, classification, tool use, and replies) with custom evals and benchmarks; resolves ~25% of conversations before a human - Cut support resolution time by 70% at Resend while holding first-response SLAs through 7x ticket growth, consistently at 2–4x the throughput of peer CSEs - Ran recurring syncs, deep dives, and demos with Resend Engineering and wrote Feedback Friday, a weekly customer-feedback newsletter, turning support signal into product fixes - Shipped product code at Resend (rate-limit automation and support tooling) and helped hire and onboard the support team - Led global CS team of up to 17 across 4 continents with 100% retention and 7 promotions in 12 months at Customer.io - Owned ~80% of CS-covered accounts ($40M+ ARR) at Customer.io at 115% team NRR and 130% NRR on own book - As Team Lead at Customer.io, coached CSMs to 120% team NRR while carrying the largest book among leads at 140% NRR - Saved 2,000+ team hours annually through Next.js automations and integrations at Customer.io - Automated account assignment at Customer.io with suggestions by region and book load, replacing a manual, Director-gated process - Maintained 145% NRR (vs. 110% goal) as an individual CSM at Customer.io - Supported $8M Series A at Local Logic through Customer and Growth function buildout - Halved activation time at Local Logic - Ran messaging operations delivering 10M+ emails and 12M+ in-app messages a year at LANDR - Reduced churn by 15% via ML-driven prediction at LANDR - Cut campaign deployment time by 85% through workflow automation at LANDR - Built Gameloft's email program from scratch to 500k+ subscribers; led global product marketing for mobile launches (40M+ downloads) ## Skills ### AI Claude Code, Agents, Skills, Tool use, Evals, RAG ### Email 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 **M.Sc Marketing & Management** — KEDGE Business School (2014) ## Certifications - Chief Customer Officer (CCO) School — Pavilion (2022) - Revenue Growth Architecture School — Winning by Design (2021) - Certified Incident Responder — PagerDuty (2020) ## Affiliations - **Pavilion** — Associate Chapter Head (Nov 2020 – Jan 2023) - **GLG** (since Apr 2019) and **Tegus** (since May 2021) — Expert advisor on email, marketing, and RevOps tools and stacks ## Recommendations ### Brendan Fortune *Colleague at Customer.io* > JP is the ultimate problem solver. Whether that's a process problem, a team problem, or a customer problem, he handles it as only a true jack-of-all-trades can. His versatility is his superpower, leading to infamous quotes like "everyone needs a JP" from Customer.io's VP of Customer Experience. > > It's rare when such raw skill comes packaged with genuine empathy, but such is the case with JP. He's a wonderful human who cares personally while challenging directly. He was a gift to work with, and I'd jump at the chance to work with him again. ### Matthew Hayes *Customer at Customer.io — 18+ years in email marketing* > In my 18+ years working in email marketing, I've collaborated with countless account managers, but none have come close to the level of excellence that Jp consistently delivers. What sets him apart isn't just his technical expertise—though that's exceptional—it's his ability to see beyond immediate solutions to envision long-term strategies that genuinely improve our business. > > Jp combines remarkable responsiveness with a genuinely pleasant demeanor that makes every interaction productive and enjoyable. He possesses a rare talent for finding creative workarounds to complex challenges, approaching each problem with the mindset of a true partner invested in our success. > > His industry knowledge extends across the entire marketing landscape, offering insights that have proven invaluable to our organization. Whether we're brainstorming innovative campaign approaches or tackling technical obstacles, Jp brings both enthusiasm and practical wisdom to the table. > > What I valued most, however, is that working with Jp feels less like a business relationship and more like collaborating with a trusted friend—someone who genuinely cares about our success and brings his whole, authentic self to the partnership. If you're looking for a professional who will transform how you approach marketing while making the journey genuinely enjoyable, I couldn't recommend Jp more highly. ### Brendan Baker *Customer at Customer.io — 15+ years working with CSMs* > I have worked with CSMs for over 15 years at countless software companies and I can say without hesitating that Jp was the best CSM I've ever had the pleasure of working with. > > When I took over management of our Customer.io campaigns in 2023 I had almost no experience with the tool, let alone other marketing communication tools. Jp was very patient and understanding during my journey to learn the tool better and get caught up to speed, and he explained things in a way that allowed me to easily grasp an otherwise complicated tool. Not only that, it wasn't just that I wanted to learn the tool so that I could maintain our current campaigns, but I had the desire to take our campaigns to the next level, which Jp was eager to show me how to do. > > A year or so later we are thriving and our campaigns have never performed better. In fact, I realized at one point I wasn't reaching out to Jp for help as much because he had done such a good job of teaching me how to solve problems on my own. I couldn't think of a better CSM success story than that! > > Through it all Jp was kind, extremely knowledgeable, and simply put you could just tell he really cared. If you're reading this and you're still wondering if Jp would be a good person to have on your team, you need to stop what you're doing and snag him before someone else does. ### Victoria Sabo *Direct report at Local Logic* > It is hard to beat the good fortune of having a manager like Jp. He is generous with his time, leads by example, and actively seeks ways to bring the best out of you. His talent and work ethic are eclipsed only by his care and humility. Jp is the kind of person who will go the extra mile for you, and at the same time, pave the way for you to walk your own path. He has been one of my greatest teachers, and I would recommend him without reservation. ### Slater Smith *Direct report at Customer.io* > Jp is a rare breed - a big-picture thinker who can also get messy in the details, able to zoom out to keep the broader plan in mind and zoom in just as quickly to execute the critical work that needs to be done. > > As a CSM at Customer.io, Jp took it upon himself to build out our internal team’s automations for the CS org’s internal CRM - a critical job that would normally be way outside the scope of an individual contributor. > > When Jp was promoted to a team lead role, I had the pleasure of working under him when my usual manager was on parental leave. I’ve never felt more energized leaving a 1:1 than I did leaving meetings with Jp. He always encouraged outside of the box thinking, but then challenged me to come up with concrete action steps I could take that would serve our company and my passions at the same time. Jp is a keeper, and one of my favorite coworkers I’ve ever had the opportunity to work with. ### Ryan Stahulak *Teammate at Customer.io (Jp was senior)* > I’ve had the pleasure of working directly with Jp for almost four years and he has played a crucial role in my own growth and development in my current role. > > Not only is Jp reliable and hard working, but he is also constantly looking at ways to improve. Whether it’s projects or communication, Jp has always welcomed feedback so that he too can continue to grow and provide insight and deliverables at such a high caliber.