Executive portrait of Robert Todd
Enterprise Customer Success • Strategic Accounts • Customer Advocacy

I built my career in Customer Success before Customer Success was the title.

For more than 20 years, I have worked where customer promises become customer outcomes—building trust, resolving the issues that test relationships, protecting retention, and creating opportunities for expansion.

Understand the customer's business. Deliver the promised outcome. Earn trust. Use that trust to create additional value.
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20+Years building enterprise customer relationships
$300MNationwide deployment leadership
1,000+Devices in major healthcare environments
~13%IT Services quota overachievement
750+Technical resources supported at scale
30%Operating expense reduction
My Customer Success Philosophy

Customer Success is what happens after the promise is made.

My approach is simple: understand what success means to the customer, align the organization around that outcome, own the moments that put trust at risk, and continuously look for ways to increase value.

01

Understand

Learn the customer's business, priorities, stakeholders, risks, and definition of success.

02

Deliver

Turn commitments into coordinated execution across Sales, Service, Technology, Engineering, and Operations.

03

Earn Trust

Own escalations, communicate clearly, and restore confidence through action when relationships are tested.

04

Create Value

Convert trust into retention, renewals, advocacy, and expansion by finding new ways to improve customer outcomes.

What I Bring

Customer advocacy backed by operational credibility.

Executive relationships are strongest when the person representing the customer also understands how the organization must execute to deliver the outcome.

Strategic Customer Success
Enterprise Account Management
Voice of Customer
Retention & Renewal Support
Account Expansion
Adoption & Value Realization
Executive Stakeholder Management
Customer Risk & Escalations
Healthcare Accounts
Implementation & Onboarding
Professional Services
Cross-Functional Alignment
The Career Story

Every chapter strengthened a different part of Customer Success.

The Foundation

Ricoh

Enterprise service delivery became customer advocacy: post-sale ownership, renewals, expansion, adoption, escalations, healthcare environments, and long-term strategic relationships.

Expanding the Discipline

Peak Technologies

Professional Services added complex implementation leadership, customer requirements, executive communication, partner alignment, and a nationwide deployment valued at approximately $300M.

Back to the Customer

Lowe's

Retail reinforced the fundamentals at their most immediate: listen, diagnose the real problem, manage expectations, coordinate resources, and own the resolution.

The Entrepreneur's Perspective

Tooleyo

Founder-level experience across discovery, acquisition, onboarding, adoption, Voice of Customer, product feedback, value realization, and expansion.

Robert Todd with family
Beyond the Résumé

Leadership is personal.

I believe the best customer relationships are built by people who are genuinely curious about others, grounded enough to listen, and confident enough to take ownership when things get difficult.

Family keeps perspective where it belongs. Trust, consistency, patience, humor, and showing up for people matter just as much personally as they do professionally.

“The best customer relationships are not managed. They are earned.”

What I Bring to Your Customers

Give me your most important customers.

I will learn their business, understand what success means to them, advocate for them inside your organization, bring the right people together when something is not working, and work to turn every commitment into an outcome—and every earned outcome into greater trust and value.

Looking for a leader who can turn customer trust into customer growth?

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