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Driving Adoption,
Value, and Growth

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I’m Mike Carter, specializing in transforming Customer Success programs to drive value, retention, and business growth.

Introduction

I've worked with iconic brands, leading initiatives that align customer value with business growth. I specialize in simplifying complexity and delivering impactful customer outcomes.

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Fueling Big Ideas, Bigger Impact

Areas Of Expertise

OVERVIEW

Customer Success leaders often face undefined processes and lack of clarity around team roles, making it difficult to scale operations effectively. I design and optimize Customer Success functions with clearly defined workflows, actionable strategies, and scalable solutions to deliver measurable impact.

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1. Customer Success

OVERVIEW

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1. Customer Success

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OVERVIEW

Many Customer Success leaders recognize adoption and value realization as critical goals but lack the tools and processes to achieve them. I create tailored frameworks that link adoption to measurable outcomes, ensuring customers realize the full value of their investments.

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2. Value Realization

OVERVIEW

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2. Value Realization

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OVERVIEW

Organizations and customers often cite confusion over where sales, account management, and Customer Success responsibilities begin and end. I align teams with a unified engagement model that eliminates ambiguity, fosters collaboration, and ensures consistent customer outcomes.

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3. Unified Engagement

OVERVIEW

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3. Unified Engagement

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Managing $280B in ARR Across 100 Countries

Scaling Success WorldWide

I have led Global Customer Success organizations for iconic tech brands like Splunk, Microsoft's Modern Work solutions, and Cisco's Commercial business unit, spanning $280 Billion of ARR across 100 countries. My experience focuses on optimizing adoption, retention, and value realization within complex, high-impact portfolios worldwide.

Experience by the numbers

Elevating Customer Success Worldwide

I have led global Customer Success initiatives for industry-leading technology companies, including Microsoft, Splunk, Cisco, and Dell. Across these organizations, I have focused on driving customer adoption, retention, and value realization, contributing to ARR growth exceeding $280 billion across approximately 100 countries. My leadership emphasizes aligning cross-functional teams, delivering measurable outcomes, and fostering long-term customer relationships.

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280B

(USD)

Over $280 billion in ARR across leading technology organizations.

10K

(Accounts)

Impacting thousands of enterprise accounts, including mega-value customers

15%

(YoY Growth)

Achieved 15% year-over-year ARR growth through adoption, retention, and customer expansion strategies.

100+

(Countries)

including developed and emerging markets, fostering growth worldwide.

5K

(Projects)

Directed and developed 5K CS professionals, fostering leadership and operational excellence.

Experience Driving Impact

Discover the Impact of Customer Success

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Growth amplified

Partnering for Growth, Shaping the Future

Customer Experience
Customer experience is key to retention and loyalty, yet many organizations struggle with inconsistent touchpoints and fragmented processes. This article explores how cohesive strategies and operational alignment ensure every interaction strengthens satisfaction, builds trust, and drives long-term customer success.
Value Realization
Many organizations struggle to connect product adoption with measurable business outcomes. This article explores the frameworks and strategies that link customer usage to tangible value, ensuring customers achieve their goals while fostering long-term retention and growth.
Unified Enagement
Misalignment between sales, account management, and Customer Success creates confusion for both teams and customers. This article discusses how unified engagement models clarify roles, streamline collaboration, and enhance customer experiences while driving consistent outcomes.
Redefining Customer Success
Customer Success is not a one-size-fits-all solution. This article explores why successful programs must adapt to each company’s unique business model, customer base, and product complexity.
Communicating Customer Success Value
CEOs and Boards often struggle to see the tangible impact of Customer Success beyond retention metrics. This article outlines how to effectively communicate the strategic value of Customer Success programs, showcasing their contribution to revenue growth, operational efficiency, and long-term business outcomes.

Customer Experience
Customer experience is key to retention and loyalty, yet many organizations struggle with inconsistent touchpoints and fragmented processes. This article explores how cohesive strategies and operational alignment ensure every interaction strengthens satisfaction, builds trust, and drives long-term customer success.
Value Realization
Many organizations struggle to connect product adoption with measurable business outcomes. This article explores the frameworks and strategies that link customer usage to tangible value, ensuring customers achieve their goals while fostering long-term retention and growth.
Unified Enagement
Misalignment between sales, account management, and Customer Success creates confusion for both teams and customers. This article discusses how unified engagement models clarify roles, streamline collaboration, and enhance customer experiences while driving consistent outcomes.
Redefining Customer Success
Customer Success is not a one-size-fits-all solution. This article explores why successful programs must adapt to each company’s unique business model, customer base, and product complexity.
Communicating Customer Success Value
CEOs and Boards often struggle to see the tangible impact of Customer Success beyond retention metrics. This article outlines how to effectively communicate the strategic value of Customer Success programs, showcasing their contribution to revenue growth, operational efficiency, and long-term business outcomes.

Customer Experience
Customer experience is key to retention and loyalty, yet many organizations struggle with inconsistent touchpoints and fragmented processes. This article explores how cohesive strategies and operational alignment ensure every interaction strengthens satisfaction, builds trust, and drives long-term customer success.
Value Realization
Many organizations struggle to connect product adoption with measurable business outcomes. This article explores the frameworks and strategies that link customer usage to tangible value, ensuring customers achieve their goals while fostering long-term retention and growth.
Unified Enagement
Misalignment between sales, account management, and Customer Success creates confusion for both teams and customers. This article discusses how unified engagement models clarify roles, streamline collaboration, and enhance customer experiences while driving consistent outcomes.
Redefining Customer Success
Customer Success is not a one-size-fits-all solution. This article explores why successful programs must adapt to each company’s unique business model, customer base, and product complexity.
Communicating Customer Success Value
CEOs and Boards often struggle to see the tangible impact of Customer Success beyond retention metrics. This article outlines how to effectively communicate the strategic value of Customer Success programs, showcasing their contribution to revenue growth, operational efficiency, and long-term business outcomes.

Customer Success is more than a function, it’s a key driver of retention, growth, and measurable business outcomes. Whether you’re optimizing current programs, or building frameworks for value realization, I bring the expertise to align your goals with impactful results. Let’s collaborate to create strategies that deliver long-term success for your organization and your customers.

Driving Adoption,
Value, and Growth