Johan Gedde
Customer Success & CX Executive
Bridging Theory & Practice to Drive Growth
About
I deliver strategic Customer Success solutions that accelerate adoption, boost retention, and drive revenue growth for high-growth SaaS companies. My approach combines clear methodologies, operational excellence, proactive customer engagement, and structured adoption checkpoints that transforms customer success teams into powerful growth engines.
MISSION & LEADERSHIP PHILOSOPHY
I lead with a customer-first mindset, believing that sustainable business growth is achieved through empowered teams driven by clear vision, accountability, and strategic alignment. By fostering an environment of continuous development and proactive value delivery, my team consistently deliver early value, build customer confidence, and create lasting business growth.
Professional Summary
With over 17 years of experience leading Customer Success (CS) and Customer Experience (CX) initiatives for high-growth SaaS organizations, I have developed and refined actionable frameworks to consistently achieve measurable outcomes. My methodology bridges strategy and execution, leveraging three interconnected pillars: Operational Excellence, establishing scalable and efficient customer operations; Proactive Engagement, anticipating customer needs with targeted, personalized strategies; and clearly defined Adoption Milestones, guiding customers seamlessly from onboarding to sustained value realization.
[Explore My Work →]
Success Story
ThreatConnect
SVP, Customer Success
Challenge: No upsell strategy, no clear adoption guidance and lengthy onboarding period, led to high churn for first-year customers and limited account expansion.
Strategy & Actions: Structured onboarding (Operational Excellence), proactive CX engagement aligned with clear adoption milestones, built ABM-based upsell playbook.
Results: 📌 100% retention for first-year customers, ⏱️ 70% faster time-to-value, 📈 +40% account expansion, 👍 +29pt NPS improvement.
Success Story
Surefire Local
EVP, Customer Success & Operations
Challenge: Inefficient operations, fragmented CX, and limited onboarding processes and reactive customer engagement, resulted in low margins, and high churn.
Strategy & Actions: Reorganized CS teams, streamlined offshore operations, implemented adoption strategies aligned with data-driven engagement programs, driving retention and uncovering upsell opportunities
Results: ⚙️ +28% efficiency, 💰 +35% NRR, 📊 +11pt margin expansion, 📌 +39pt NPS improvement.
[See full Surefire Local Case Study →
LINK]
Success Story
Curbo
SVP, Customer Success
Challenge: Inefficient operations, fragmented CX, and limited onboarding processes and reactive customer engagement, resulted in low margins, and high churn.
Strategy & Actions: Reorganized CS teams, streamlined offshore operations, implemented adoption strategies aligned with data-driven engagement programs, driving retention and uncovering upsell opportunities
Results: ⚙️ +28% efficiency, 💰 +35% NRR, 📊 +11pt margin expansion, 📌 +39pt NPS improvement.
[See full Surefire Local Case Study →
LINK]
The Three Pillars Behind My Customer Success Approach
Scale Customer Operations
(Operational Excellence)
Provides the infrastructure needed to support company growth without compromising quality.
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Framework that supports business expansion & efficiency
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Centralized intelligence
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Rapid response to customer needs.
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Enhances customer experience by reducing interaction variability.
1
Consistent & High-Quality CX
(Proactive Engagement)
Leverages scaling as a foundation to design proactive engagement programs
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Personalize communication tailored to individual needs.
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Anticipate customers' challenges
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Delivers targeted solutions addressing challenges.
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Accelerates adoption by tracking measurable checkpoints.
2
Retention & Revenue Growth
(Adoption Milestones)
Sustained product adoption fuels retention and growth through Adoption Milestones.
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Identify success leading indicators and build adoption milestones.
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Incorporate adoption checkpoints along entire customer journey.
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Leverage and strategically trigger CX programs to drive adoption.
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Use adoption signals to unlock upsell opportunities.
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Core Methodology
Adoption Milestones
At the core of my Customer Success approach are clearly defined Adoption Milestones—structured, measurable checkpoints guiding customers seamlessly from onboarding through sustained adoption driving a clear roadmap for retention and growth.
Cross-Functional Collaboration
Cross-Functional Collaboration is essential to successfully create a unified customer experience, operational efficiency, and strategic business growth. Cross-functional collaboration is not just about working together; it’s about aligning multiple teams around shared customer-focused goals and measuring success through common KPIs.
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Establish unified goals (e.g., NPS, Churn) to align cross-departmental priorities.
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Develop shared KPIs that foster accountability across teams.
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Ensure customer-centric processes and alignment for proactive engagement.
Skills &
Expertise
Core Competencies
Customer Success Leadership • SaaS Growth & Operational Efficiency • Adoption & Retention Strategies • Data-Driven Engagement Programs • Cross-Functional Collaboration • NPS & Customer Health Metrics • Strategic Upsell & Expansion (ABM)
Tools & Technologies Used
Salesforce • Pendo • ChurnZero • Gainsight • Ai
