Noah Little

noahmlittle@gmail.com
https://www.linkedin.com/in/noah-little/
PROFILE

Experienced customer success team leader with experience in Ecommerce, Artificial Intelligence, and Digital Marketing.

Develop customer journeys, manage full customer lifecycles, and negotiate renewals.

My intrinsic emotional intelligence and empathy enable me to lead with transparency, positivity, and altruism.

Recharge Payments- Key Accounts Customer Success Manager

Series B- Subscriptions payments software for Shopify stores

March 2022 - Present

● Managed 40 key accounts across Europe

● Held the largest portfolio across 25 account managers, with an annual revenue of 50 million USD
● 0 churn in 12 months
● Negotiated 15 contracts worth 50 million to 200 million USD with C-suite executives
● Individually achieved 20% of the company's Q2 (2023) sales target through strategic upselling to existing clients
● Secured a monumental $1 million ARR contract, the largest in company history.
● Mentored 3 junior account managers in bi-weekly meetings to improve best practices and strategic advisement
● Increased EU revenue by 2% by increasing customer AOV and strategizing churn prevention strategies
● Developed product roadmap to increase EU company revenue (i.e., currency, language, payment processors)
● Established customer advisory board in Europe to shape product road map
● Created account manager best practices in data hygiene, Salesforce, notes, and call recording

Practica HQ — Customer Success Coach (part time)

Seed- Mentoring service for technology companies

April 2022- - Present

● Provide mentoring and coaching to 7 students in the areas of team management, operations, and customer
satisfaction
● Mentor new managers of customer success how to work with direct reports, create performance plans,
and career tracks
● Coached new customer success managers how to deal with a growing book of business, best practices,
and churn

Pencil — Enterprise Customer Success Manager

Seed - SaaS machine learning Facebook ads for enterprise clients

July 2021- - March 2022

● Own entire portfolio of 85 clients at 1.5 Million ARR

● Increased portfolio health by 12% within 100 days
● Reduced churn from 31% to 16% within 6 months
● Established new service offering to increase client LTV 50%
● Created the customer journey to decrease time to value
● Onboarding C-suite executives and large enterprise teams (Fortune 100)
 ● Established standardized kickoff scripts for consistent customer experience

OneLocal — Customer Success Team Lead

Series B- SaaS digital marketing solutions to small and medium businesses

February 2019 - July 2021.
Customer Success Team Lead (January 2020-July 2021)
Senior Account Manager (August 2019-January 2020)
Account Manager (April 2019-August 2019)
Account Coordinator (February 2019 - April 2019)

● Responsible for my team’s portfolio of $4.8 Million ARR

● My team achieved 3.9% churn and 115% of expansion KPIs across Q3 and Q4 following COVID
● Attained an average churn of 3.7% across 6 months as a senior account manager and the highest expansion
(upselling) rate of all account managers consistently (8)
● Formation of an advisory board made up of past and current clients
● Directly managed 8 CSM’s across 3 time zones: UK, Canada, South America
● Developed and implemented multiple customer journeys across the product suite

Canadian Viewpoint— Project Manager Of Market Research

Market Research data collection, panel & programming services.
September 2018 - January 2019

● Planning, management, and completion of qualitative and quantitative projects with enterprise clients
● Oversaw projects from start to completion valued at 500K CAD in market research
● Modernized outdated manual processes of multi-national scale projects leading to project completion with cost
savings

Oy Vey Delivery — Business Owner

Food Delivery Business
September 2017 - September 2018

● Outmaneuvered Uber Eats and SkipTheDishes by expanding my delivery radius to 20KM versus a limited
5KM
● Established relationships with 20 foodservice location owners (grocery stores, restaurants, catering)
● Sold client list to CurbNGo Inc.

EDUCATION

McMaster University- Ph.D.

Candidate, Psychology, Neuroscience, and Behavior
McMaster University — Ph.D. Candidate
Ranked 4th in Canada in Top Universities and 98th Globally
September 2016 - August 2017

● Conducted psychological research experiments on

participants regarding musical experiences, impacts, and
recreational drug usage.
● Published in scientific research journals:
https://doi.org/10.1080/09298215.2017.1358286
TOOLS

● Jira, Asana, Trello, Salesforce, Churn Zero, Vitally, Gainsight, Intercom, Zendesk, Hubspot