Enterprise Customer Success · 15 Years

Jim Broghammer Senior Enterprise CSM

I build enterprise CS motions that generate revenue, not just retention. Across 15 years and multiple B2B SaaS companies, I've consistently turned customer relationships into growth engines, and I bring an AI-first operating system to everything I do.

Start a Conversation See the 30-60-90 Plan
🏆
162%
NRR as #1 CSM at SeekOut
💼
$3.2M
Enterprise ARR managed at monday.com
📈
$750K+
Expansion revenue generated in 2025
🎯
75%
CS-qualified lead close rate
The Value

What I bring to
every role I take

The combination of skills I've built over 15 years doesn't just check boxes. It solves the problems that keep CS leaders up at night.

📈

Revenue-First CS Mindset

I've never separated retention from revenue. Every QBR, every health check, every success plan is designed to uncover expansion opportunity, not just check a box.

· 162% NRR at SeekOut · $750K+ expansion at monday.com
🤖

AI-First Operating System

I've built a complete strategic intelligence process (pre-meeting briefings from CRM and usage data, AI-driven health scoring, expansion signal detection, and automated QBR prep) that I bring fully formed to any new role. No ramp time needed.

· See the full AI process below · Deployed across 18 enterprise accounts
🏗️

Builder Mentality

I thrive in environments that need CS to be built, not just executed. Give me an ambiguous problem, a growth-stage company, and a mandate to make CS matter.

· Built peer enablement programs and scalable CS playbooks
⚙️

Technical Depth

I've navigated complex API integrations, white-label implementations, and multi-system configurations for enterprise clients. I can hold my own in a technical conversation and translate it into business value.

· Complex implementation management alongside engineering teams
🔒

Compliance-Native Instincts

Years in background screening built a deep discipline around regulated environments. Data integrity, audit readiness, and stakeholder accountability are instincts, not checklists.

· Enterprise accounts in compliance-critical B2B SaaS environments
🤝

Executive Relationship Currency

Managing 18 enterprise accounts means navigating C-suite stakeholders simultaneously. I know how to hold a room with a CTO, a VP of Operations, and a compliance officer, and leave with trust.

· 15 years of senior stakeholder management across Fortune 500 accounts
The Journey

15 years built
with intention

Each role added a layer of depth that compounds into what I bring today.

monday.com
Senior High Touch Customer Success Manager · Present
Managing 18 enterprise accounts at $3.2M ARR. Developed AI-first CS operating systems, achieved 75% CS-qualified lead close rate, and built peer enablement programs for AI adoption across the team.
$750K+ expansion revenue generated
SeekOut
Enterprise Customer Success Manager
Full ownership of enterprise accounts in a high-growth recruiting tech environment. Built the relationship depth and renewal discipline that produced the defining achievement of my CS career: 162% NRR as the #1 CSM company-wide.
162% NRR · #1 CSM company-wide
Checkr & Sterling Check
Enterprise Customer Success
Managed complex, compliance-heavy enterprise accounts in background screening, environments where data integrity, regulatory adherence, and stakeholder trust were non-negotiable.
Fortune 500 accounts · Compliance-critical SaaS
AIQ
Customer Success & Account Management
Developed technical account management skills in an AI-adjacent SaaS environment, learning to navigate complex product ecosystems and enterprise buying dynamics.
LinkedIn
Enterprise Sales & Relationship Management · 6.5 Years
6.5 years building the enterprise relationship foundation at world-class scale. Fortune 500 accounts, C-suite navigation, and deep fluency in how large organizations make technology buying decisions.
World-class enterprise go-to-market foundation
The Plan

How I show up
in the first 90 days

A phased approach to building the relationships, intelligence, and systems that drive long-term retention and expansion.

Phase 1 · Days 1–30

Listen, Map, and Earn Trust

The goal isn't to prove myself. It's to understand the landscape deeply enough to act with precision. I start by listening.

Primary focusIntelligence gathering
Key deliverableAccount health baseline
Success signalEvery client has heard from me
01

Deep product immersion

Shadow implementation, attend client calls as an observer, and map platform capabilities end-to-end. Goal: be fluent in the technical language clients use within 2 weeks.

02

Audit the full book of business

Review every account for health signals, contract status, last engagement, open issues, and expansion potential. Build a personal risk/opportunity matrix before touching a single account.

🔑 Critical input for everything that follows
03

Structured intro calls with every client

A deliberately designed conversation to understand their team, goals, pain points, and definition of success. Listen far more than I speak.

04

Build internal relationship map

Understand the cross-functional landscape: implementation ownership, product feedback flows, escalation paths. Know who to call before the fire starts.

05

Flag top 3 at-risk accounts

Based on audit findings, surface the highest-risk relationships to CS leadership with a hypothesis on root cause and proposed intervention approach.

⚡ Early credibility win
Phase 2 · Days 31–60

Activate and Build Momentum

Move from observation to action. Run structured success reviews, begin proactive outreach on expansion signals, formalize my operating cadence.

Primary focusRelationship activation
Key deliverableFirst QBRs delivered
Success signal1–2 expansion opps identified
01

Launch structured QBR cadence

Run formal business reviews with top-tier accounts. Show up with utilization data, outcomes, and ROI framing. Leave with co-created success plans tied to their actual business goals.

02

Deploy account health scoring framework

Using the company's data and my AI-powered CS toolkit, build a health score model that surfaces churn risk and expansion signals before they become obvious. Make invisible risks visible.

🤖 AI-powered operating system applied here
03

Begin first expansion conversations

Based on signals from the book audit and QBRs, start early-stage expansion conversations with clients showing service gaps or new use case potential. Position as a trusted advisor, not a sales pitch.

04

Establish voice-of-client feedback loops

Systematically capture and route client feedback to product and implementation teams. CS earns internal influence by becoming the most reliable source of ground-truth customer intelligence.

💡 Builds internal credibility fast
05

Execute at-risk account interventions

Run the intervention plans developed in month one. Bring in additional resources where needed. Document outcomes and share learnings with the CS team.

Phase 3 · Days 61–90

Operate, Scale, and Contribute

Running at full capacity. Operate the book proactively, close first expansion wins, and start contributing to the CS function beyond my own accounts.

Primary focusFull operating velocity
Key deliverableFirst expansion revenue closed
Success signalNRR trajectory improving
01

Full proactive CS motion running

Every account has an active success plan. Health scores are refreshed weekly. Renewal pipeline is visible and accurate. Proactive engagement is the standard.

02

Close first expansion opportunities

Convert the expansion conversations from month two into closed revenue. Document the signals, approach, and outcome. This becomes a repeatable playbook.

💰 Direct revenue contribution begins
03

Contribute to team CS playbook

Share the frameworks, templates, and AI-powered tools developed for my book with the broader CS team. This is how I think about CS leadership.

🏗️ Begins building toward leadership
04

Executive sponsor relationships locked in

For every top-tier account, an established relationship with at least one C-suite stakeholder beyond day-to-day contacts. These protect renewals when contacts turn over.

05

90-day review with CS leadership

Present a full portfolio review: health scores, renewal pipeline, expansion wins, at-risk account status, and a forward-looking plan. Come prepared to build on what's working.

📊 Measurable proof of impact
The Operating System

The frameworks
behind the results

What I bring to the book every day, not just when renewals are at risk.

🧠

AI-Powered Account Intelligence

  • Pre-meeting briefings built from account context, recent activity, and health signals
  • Automated renewal intelligence surfacing risk 90+ days out
  • Health scoring frameworks that make churn risk visible before clients feel it
  • Expansion signal detection across product usage and stakeholder signals
📋

Proactive Renewal Architecture

  • Renewal conversations start 120 days out, never reactive, always positioned
  • Multi-threaded stakeholder maps for every enterprise account
  • ROI documentation built continuously, not scrambled at renewal time
  • Executive sponsor relationships maintained independent of day-to-day contacts
💬

Voice of Customer Advocacy

  • Structured feedback routing to product, implementation, and technical teams
  • Pattern recognition across accounts surfaced in CS leadership reviews
  • Client advocacy in product roadmap discussions backed by data, not anecdotes
  • Closed-loop communication back to clients on feedback outcomes
📊

Revenue-Generating CS Motion

  • Expansion discovery woven into every QBR, not a separate upsell conversation
  • CS-qualified lead pipeline maintained and shared with sales leadership
  • Competitive intelligence captured and routed during retention conversations
  • Documented playbooks for repeatable expansion scenarios
The AI Advantage

Strategic account intelligence,
ready on day one.

Before my first client call at a new company, I deploy a working strategic intelligence process that turns raw account data into CS strategy: pre-meeting briefings, risk signals, expansion plays, and executive talking points. I've already built this system and used it across my current book.

📥

Ingest

Pull CRM data, usage metrics, support tickets, renewal dates, and stakeholder history into a structured intelligence layer

🔍

Analyze

AI identifies health patterns, churn signals, expansion triggers, and engagement gaps across the full book of business

🎯

Strategize

Generates account-specific action plans: pre-call briefs, risk interventions, QBR frameworks, and expansion plays

⚡

Execute

Walk into every conversation prepared with data-backed insights, tailored recommendations, and a clear next-best-action

Live System: CSM Command Dashboard
CSM Command — Jim Broghammer AI-powered customer success dashboard showing time-to-value tracking, implementation milestones, account health, and renewal intelligence modules
BUILT & DEPLOYED

CSM Command: my strategic intelligence system for tracking account health, risk signals, expansion opportunities, time-to-value, and renewal forecasting.

📋

Pre-Meeting Strategic Briefings

  • Automated account dossier pulled before every call: contract details, recent tickets, usage trends, and stakeholder changes
  • AI-generated talking points aligned to the client's current priorities and pain points
  • Competitive signals and industry context layered in for executive-level conversations
Output

A single-page strategic brief per account that turns 30 minutes of prep into 3 with sharper, more relevant conversations

🚨

Early Warning Risk Detection

  • Multi-signal health scoring: usage decline, support ticket velocity, stakeholder disengagement, NPS shifts
  • Proactive churn risk alerts triggered 90–120 days before renewal, not weeks
  • Root cause hypotheses generated alongside intervention recommendations
Output

A prioritized weekly risk dashboard with specific action items. no account goes dark unnoticed

💰

Expansion Signal Engine

  • Pattern detection across product usage, team growth, feature adoption, and whitespace analysis
  • Expansion opportunity scoring ranked by likelihood, deal size potential, and timing
  • Pre-built positioning narratives that frame upsell as solving the client's stated goals
Output

CS-qualified leads surfaced with context and positioning, ready to hand to sales or run directly

📊

Renewal Intelligence & QBR Automation

  • ROI narratives built from real usage data: specific outcomes tied to their goals
  • QBR decks pre-populated with client-specific metrics, adoption trends, and forward-looking recommendations
  • Renewal forecast enrichment with confidence scoring and influencer mapping
Output

QBRs that land with executives because they're data-driven, relevant, and tied to business outcomes

🚀

This is already built.

I've developed and deployed this process across my current book of business. It's portable, adaptable to any CS tech stack, and ready to generate value from week one.

Verticals

Industries where
I've done the work

Deep familiarity across the verticals that matter most in enterprise B2B SaaS today.

🏥

Health Tech

Compliance-first environments, regulated data, clinical workflows

🔍

Recruiting & HR Tech

ATS, sourcing platforms, background screening infrastructure

⚙️

Work OS & Productivity

Enterprise workflow platforms, API integrations, complex implementations

🤝

Professional Networks

Sales intelligence, talent acquisition, enterprise relationship tools

The Bottom Line

Ready to drive
your next chapter.

15 years of enterprise relationship depth, a revenue-first CS mindset, and an AI-powered operating system. If you're building something ambitious and need a Senior CSM who can execute and elevate, let's talk.

Email Jim Connect on LinkedIn
in
Jim Broghammer · Available for Senior CSM opportunities
LinkedIn Profile Email Jim