Hi everyone, excited to join this community!
I’m Benjamin, a Senior Manager of Client Operations based in Las Vegas. Over the past several years, I’ve led large-scale coaching and customer operations teams (up to ~200 staff across multiple layers) and managed end-to-end service delivery for more than 300,000 clients annually.
My focus areas include:
- Workforce management and forecasting
- Operational efficiency and process design
- Retention and revenue protection initiatives
- Scaling remote service teams
- CX and CS metrics, dashboards, and performance management
- Cultivating a culture of excellence and appreciation
I joined GGR to learn from leaders who have built scalable CS and Ops systems in more mature SaaS and digital health environments. I’m especially interested in:
- Scaled CS motions
- Digital-first CX delivery
- Playbooks for shifting teams from reactive to proactive
- Retention processes tied directly to P&L impact
Happy to contribute however I can. I pride myself on balancing business acumen with emotional intelligence. Over the last 11 months, I’ve helped lead a cultural and operational turnaround resulting in:
- 64% improvement in renewal rates
- 23% lift in NPS
- 1.8 month increase in average subscription length
- $425k annualized revenue protected
- 8 to 15% improvement in employee satisfaction scores across roles
Looking forward to learning from all of you!
