Todd Ilberg

  1. Sales
  2. Chief Customer Officer
  3. Advisor
  4. Director of Strategic Account

Leveraging 20+ Years of Expertise in Driving SaaS Success Through Technological and Team Excellence

With over two decades at the helm of SaaS enterprise success, I have honed a profound skill set in driving growth, retention, and digital transformation. My journey is defined by my commitment to delivering measurable ROI, scaling teams globally, and operationalizing strategies that bind technology with tangible business outcomes. Skilled in connecting pre-sales expectations with post-sales realities through comprehensive KPI frameworks, I excel in fostering executive engagements and instilling …
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Todd Ilberg

Experience

  • Adobe

    Adobe

    Senior Customer Success Manager

    Mar 2025 - Present

    • Helping Adobe's strategic customers realize value out of their investments :
    • Value Realization Frameworks: Bridging presales business cases with post-sales KPIs to sustain strategic alignment and prove ROI beyond license consumption.
    • Experience-Led Governance: Designing KPI trees, use case taxonomies, and productivity benchmarks that anchor Adobe tech to client OKRs.
    • Executive Engagements: Leading steering committees, QBRs, and value accelerator workshops to foster cross-functional alignment and momentum at the C-level.
    • Platform Optimization: Tackling issues like AEM performance (e.g. LCP), asset reuse, and omnichannel readiness to boost campaign velocity and digital scalability.
    • Strategic Change Enablement: Coaching clients to make scalable architectural decisions, avoid local optimizations, and embrace maturity-driven roadmaps.
  • Blueshift

    Blueshift

    Strategic Advisor

    Dec 2024 - Mar 2025

    Blueshift is a technology company that provides Intelligent Customer Engagement solutions, utilizing AI to automate and personalize marketing across channels.

    • Advised on strategies to increase Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), aiding in sustainable ARR growth.
    • Refined Go-to-Market strategies, boosting alignment between customer needs and AI-driven solutions.
    • Guided customer success initiatives, enhancing adoption and growth within key accounts.
    • Provided strategic insights for board and investor meetings, improving executive decision-making processes.
  • Blueshift

    Blueshift

    Vice President, Customer Success, Professional Services & Product Support

    Dec 2021 - Dec 2024

    • Executive management of the global CS team (36 pp) responsible for all post-sales customer revenue/activity - onboarding/implementation, customer enablement, commercial account management, and product support teams
    • 130+ enterprise and commercial accounts with +$20M in ARR.
    • Predictable and scaled GRR (+94%) and NRR (+110%); operationalized Success Services P&L and GTM offerings
    • Quarter BoD presentations to Storm Ventures, Nexus Venture Partners, Avatar Growth Capital; R136 Ventures & Conductive Venture Capital
    • Continuous collaboration to define our team and department-level OKRs/KPIs; data-driven customer health scores across all functions of our post-sales teams.
    • Partnered with direct reports on department-level documented internal and customer playbooks for all post-sales activities focused on customer value.
    • Engage, consult, and nurture executive relationships across the customer base, validating ongoing measurable value/impact and partnership accountability.
  • Stensul

    Stensul

    Vice President, Customer Success, Professional Services and Product Support

    Mar 2020 - Dec 2021

    • Executive responsibility for establishing and managing onboarding/implementation, customer enablement, commercial account management, professional services and product support teams supporting 80+ enterprise and commercial accounts with +$10M in ARR.
    • Scaled improvement of customer retention rates - GRR (+90%) and NRR (+112%)
    • Quarterly Board presentations to U.S. Venture Partners, Peak State Ventures, Lowercase Capital, First Round Capital, and Javelin Venture Partners
    • Created, implemented, and documented CS Playbooks for all post-sales activities.
    • Established measurable KPIs and data-driven customer health scores across all functions of our post-sales motion.
    • Engage, consult & nurture executive relationships across the customer base, validating ongoing measurable value/impact and partner accountability.
  • Conductor

    Conductor

    Vice President - Strategic Account Management

    Mar 2018 - Mar 2020

    • Executive responsibility for leading the Strategic Account Team supporting +400 Enterprise and SMB customers with $47M in ARR.
    • Stabilized and scaled quarterly retention rates +84%.
    • launched customer-facing playbooks (outcomes, commercial activities, customer escalations) and health score monitoring systems that reduced inbound escalations; predictable ARR retention and growth.
    • Engage, consult & nurture c-suite relationships across 75+ key accounts ensuring partner accountability.
    • Launched a new-hire onboarding program supporting eight new team members, ensuring consistent GTM strategies spanning company vision, production proficiency, and commercial standardization​
  • Oracle

    Oracle

    Area Vice President, Enterprise Customer Success

    Sep 2014 - Oct 2017

    • P&L responsibility and executive ownership of 85+ Enterprise customers that partnered with the Oracle Marketing Cloud; $38M in annual SAAS subscription revenue with +90% net retention.
    • Responsible for leading/growing a team of 19 Customer Success Managers/Directors focused on ensuring customer marketing success attributable to their relationship with the OMC at scale.
    • Developed and implemented world-class global Customer Success operational model that provided management visibility into ongoing success and mitigated revenue/renewal attrition.
    • Enabled a customer-first approach that often requires orchestrating the deployment of company-wide resources to provide comprehensive products, services, and solutions.
  • Responsys

    Responsys

    Senior Director, Enterprise Customer Success

    May 2009 - Sep 2014

    • Responsible for leading a team of 14 Customer Success Managers and Platform Adoption Specialists supporting self-service, collaborative and full-service partnerships.
    • Ensure overall revenue growth, client satisfaction and customer retention 60+ Fortune 100 customers.
    • Provide subject matter expertise and strategic consultative services supporting digital cross-channel marketing orchestration for email, mobile, social, display and eCommerce campaigns.
    • Consulting and directing digital marketing initiatives that leverage cross channel programs in an orchestrated and customer-centric manner to drive revenue, retention, loyalty and lifetime value of a customer.
  • eBay Enterprise Marketing Solutions (formerly e-Dialog)

    eBay Enterprise Marketing Solutions (formerly e-Dialog)

    Account Director

    Oct 2007 - May 2009

    • Led account team of 8 Program Managers and Campaign Associates responsible for day-to-day strategic email marketing direction, production processes/execution, client training and technical documentation.
    • Increased customer ARR by +18% YoY with additional account configuration and Professional Services.
    • Accountable for quarterly revenue forecast and margin analysis.
    • Prepare/present strategic recommendations, business reviews and client growth plans.
    • Oversight for customer onboarding along with ongoing Professional Services engagements.

  • Bertelsmann, Inc.

    Director – Acquisition & Member Marketing

    Jul 2001 - Oct 2007

    • Led a team of 6 marketing professionals responsible for strategic marketing initiatives focused on highly segmented email campaigns (promotional & transactional) for both lead generation and customer retention.
    • Shared P&L responsibility supporting $257M in annual sales.
    • Responsible for all vendor and affiliate contract negotiations​.
    • Implemented and analyzed customer life-cycle email marketing campaigns that annually delivered increased AOV and overall retention rates.
    • Conducted extensive testing, which leveraged database profile segmentation, behavioral modeling, and website analytics (to support re-marketing efforts) designed to improve overall response rates and revenue.

  • Enjewel, LLC

    Affiliate Relations Manager

    Sep 2000 - Jul 2001

    • New Business Development/Sales – Recruit, qualify and acquire manufacturer and retailer affiliates.
    • Developed and executed direct marketing campaigns designed to establish and grow market share the Jewelry Industry.
    • Managed all partner relations and business development services supporting 500+ affiliates.
    • Built a relational database linking consumers, retailers and manufacturer products.

  • Primedia Enthusiast Publication, Inc.

    Circulation Associate

    Jan 2000 - Sep 2000

    • Managed the day-to-day relationships with telemarketing agencies, fulfillment houses, printers/lettershops and collection agencies.
    • Created, proofed and revised direct mail media for seven special interest consumer magazines.
    • Evaluated the effectiveness of subscriber acquisition and retention direct marketing programs designed to increase renewal rates and subscriber profitability, which included up-sell and cross-sell promotions.
    • Implemented an integrated online database designed to link several fulfillment houses directly to the publisher.
  • Condé Nast

    Condé Nast

    Consumer Marketing Coordinator

    Sep 1997 - Jan 2000

    Condé Nast is a global media company known for publishing magazines, websites, and apps across topics like fashion, beauty, lifestyle, and food.

  • S&H Green Stamps

    Marketing Coordinator

    Jan 1996 - Dec 1997

    S&H Green Stamps is a company known for the trading stamp program it operates, which was popular in the United States.