Chris King

About

Customer Success executive with 15+ years building and leading end-to-end post-sales organizations. Built a CS organization from scratch and scaled it to 125+ concurrent enterprise engagements with $3.7M expansion, CS outpacing Sales in upsell for 6+ consecutive months, and 93% CSAT across the full portfolio. Owned P&L across five departments as VP of Delivery (Customer Support, Sales partnership, and Product Delivery) and uses operating rigor to make retention predictable at scale. Deployed Claude-powered AI agent workflows to scale value delivery and proactive risk detection, serving as the executive voice of the customer across Product, Sales, Renewals, and Services leadership across SMB, mid-market, and enterprise segments.

Experience

• VP of Delivery · Xperts06-01-2025 – 04-01-2026

  • Held P&L across 5 departments: Customer Support, Sales, Marketplace Ops, DevOps, and Product Delivery with 10+ direct and indirect reports. • Designed and operationalized renewal governance and forecast rigor across the delivery portfolio, ensuring predictable retention and accountability at scale. • Reduced hosting costs 70% (from $30K/month to $9K/month) without service degradation. • Eliminated revenue leakage company-wide by building and enforcing a no-leak delivery system. • Deployed Claude-powered AI agent workflows to scale SDR outbound: team went from 0 to 3+ qualified meetings per week. • Drove outbound sales pipeline to 132% of target through joint strategy and execution with Sales leadership.

• Senior Team Lead, Customer Success · Xperts02-01-2024 – 06-01-2025

  • Led 5 CSMs managing 125+ active in-development enterprise projects simultaneously across diverse client stakeholder environments. • Promoted 3 direct reports to Senior CSM within 12 months through structured coaching, clear role accountability, and a culture of performance. • CS org outpaced Sales in expansion and upsell revenue for 6+ consecutive months, demonstrating a scalable, outcome-based engagement model. • Maintained 93% CSAT across the full portfolio while scaling team capacity and output. • Designed and institutionalized proactive risk detection and escalation frameworks to protect renewal performance and reduce churn.

• Sr. Customer Success Manager · Xperts11-01-2021 – 02-01-2024

  • Owned a $3.7M portfolio of 71 active enterprise projects with full accountability for retention, expansion, and delivery outcomes. -- 1 of 2 -- • Created a new revenue stream within the first 60 days; Enterprise Support Agreement reached $20K MRR within 3 months. • Built trusted relationships with executive stakeholders to drive strategic alignment, value realization, and long- term account growth. • Kept churn low through proactive escalation resolution and re-engagement on at-risk accounts.

• Amazon Client Success Manager · Pandologic02-01-2021 – 10-01-2021

  • 123% account retention in Q2; drove 8M clicks and 176K applicants at 134% of revenue goal.

• Sr. Account Manager · Mason02-01-2019 – 11-01-2020

  • Closed $7M against a $2.5M goal (280% attainment); lead AM for 14 accounts with 32,000+ active IoT devices. • Built account management playbook and QBR framework; won Best ROI at company hackathon Q1 2020.

• Sr. Client Success Manager · RealPage Inc.12-01-2014 – 02-01-2019

  • Managed $3.5M ACV portfolio across 17 property management enterprises and 2,000+ properties with under 2% annual churn. • Exceeded quarterly targets for revenue growth, renewal rate, and client satisfaction.

Education

• Green River Community CollegeBusiness Management

Similar talent on Pangea

Todd J.Customer Success & Post-Sale Leader | Head of CS | 25+ Years in Enterprise SaaSNewbury, MAAda N.Enterprise Customer Success Manager | SaaS Renewal & Expansion Leader (7+ Years)Toronto, ONTegan S.Customer Success Leader (18+ Years) | Retention, Expansion & Lifecycle Growth for SaaSCocoa Beach, FL 32931Nicholas S.Senior Customer Success Manager | Transforming Complex Client Operations into Retention & Scalable GrowthAustin, TX