Stephen W.

Snowise Technologies is a leading brand specializing in Customer Success technology, serving businesses across industries with solutions to thrive.

• Developed and scaled comprehensive customer success strategies, significantly enhancing renewals, expansions, and product adoption.
• Spearheaded the development and execution of scalable operations and the implementation of third-party CS tools, fostering organizational growth.
• Generated tangible customer success artifacts, establishing streamlined processes and operations to support business scalability.

As the global home for all developers, GitHub is the AI-powered platform to build, scale, and deliver secure software, with over 100 million users and 330+ million repositories.

• Scaled GitHub's customer success management from overseeing $0 to $500 million in Annual Recurring Revenue (ARR) within 18 months, directly overseeing $350 million of that ARR.
• Designed and implemented a comprehensive digital customer outcome strategy, reaching 30,000 customers with a digital-first approach without the need for human-led interactions.
• Published an internal 30-page strategic paper on digital customer outcomes, forming the basis for streamlined process implementation across several teams at GitHub.
• Supported the transition of GitHub's customer success strategies to incorporate AI and leverage technology for strategic customer engagement and support.

• Scaled GitHub’s customer success coverage from $0 to $500 million in ARR in 18 months, directly overseeing a patch responsible for $350 million.
• Designed and implemented a digital customer success motion for managing over 30,000 customers, improving engagement and support without increasing human-led efforts.
• Published an extensive 30-page internal paper at GitHub, detailing research and strategies for digital customer engagement and support.
• Successfully led the Western US and Asia Pacific customer success teams, significantly contributing to GitHub's global customer success strategies.

Nutanix is a global leader in cloud software, offering organizations a single platform for running apps and data across clouds, simplifying operations and enabling hybrid multicloud environments.

• Designed and approved a comprehensive business plan for post-sales engineering operations at Nutanix, focusing on enhancing customer success processes.
• Faced strategic redirection due to company-wide hiring and budget cuts, leading to the discontinuation of the newly approved post-sales engineering plan.

Chef Software's DevOps automation tools enable the coded enterprise to overcome complexity with infrastructure, security, and application automation.

• Led the scaling of customer success from covering $0 to $500 million in ARR in 18 months, directly managing a patch responsible for $350 million.
• Created a sustainable, repeatable customer success pattern in a highly bespoke DevOps environment, significantly impacting enterprise-scale post-sales strategies.
• Designed and implemented GitHub's first comprehensive digital customer care program, addressing the needs of 30,000 customers through innovative AI-driven engagement strategies.
• Devised a unique fractional executive approach, aligning customer success initiatives with organizational goals and budget, optimizing post-sales operations and tool integrations for multiple clients.

• Spearheaded the expansion into the APAC region, enhancing Chef Software's global market presence.
• Crafted and implemented innovative enterprise-level customer success strategies, pioneering bespoke solutions for infrastructure automation.
• Led the evolution of Chef Software's customer success framework, incorporating scalable methodologies to manage a diverse and complex customer base.
• Generated substantive improvements in ARR through strategic customer success initiatives, including the development and execution of high-impact programs tailored to individual customer needs.

SAP Concur provides integrated online and mobile business travel and expense management software solutions, helping companies of all sizes manage spend and simplify processes.

• Successfully managed over 150 accounts at enterprise scale within SAP Concur, showcasing adaptability and rapid upskilling in a highly complex environment.
• Instrumental in the development of scalable customer success strategies, leveraging deep tech expertise to enhance post-sales solutions and customer engagements.

Agility Recovery is the leading provider of business continuity and disaster recovery solutions, offering customers guaranteed access to temporary power, furnished mobile spaces, and communications equipment.

The United States Air Force is the aerial warfare service branch of the United States Armed Forces, known for its advanced air combat capabilities, strategic global presence, and innovation in aerospace technology.