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Matthew Robison

Partner - Executive Operations; Interim & Fractional COO, Chief Customer Success Officer

Contact

Expertise

  • Executive Operations

Role

  • CCO
  • COO

Location

  • Atlanta

Matthew Robison

Partner - Executive Operations; Interim & Fractional COO, Chief Customer Success Officer

Matthew Robison is an Atlanta-based Partner in TechCXO’s Executive Operations practice. Boards, investors, and senior executive teams from SaaS, Payments, Professional Services, and other tech and software companies most frequently call on Matt to support their client retention and acquisition efforts as an interim and fractional Chief Customer/Client Success Officer and Chief Operations Officer. Matt has deep experience creating high-performing teams that ensure top-tier client support processes and functions for complex enterprises. He is an innovative leader in the area of activity-based models that drive employee productivity.

During his distinguished career, Matt held the following positions:

Chief Operating Officer & SVP of Client Success, Rev.io – Matt developed and drove strategic planning across client success and product management functions for this high-growth software-as-a-service (SaaS) organization. In the COO function, Matt led a team of 40. In his Client Success role, he delivered record-breaking client retention rates, defined and optimized the client issue lifecycle, contract negotiation processes, and personnel development for client success business unit. He implemented proactive account management team to analyze and mitigate customer attrition; leveraged Gainsight platform to build automated playbooks and access client behavior data to build churn management and retention program.

In addition, he created and executed strategic initiatives to enable world-class responsive management of inbound customer calls. He shifted client service operations from a reactive account management model to a team-based activity and capacity model, streamlining client support workflow, improving adherence to service level agreements, and enabling measurement of staffing, training, and capacity needs. He also designed and implemented a ticket management and measurement system and implemented Stack Overflow knowledge repository to accelerate client support and solutions.

Chief Operating Officer, Crescerance – Matt professionalized operational functions for this venture capital (VC) funded software-as-a-service (SaaS) firm and created company-wide culture based on client success. He established client service systems and best practices; hired outsourced CFO to manage financial reporting and tax compliance; and facilitated recruitment, hiring, and performance management of staff. In addition, he managed and reported to VC funders and board of directors, building and presenting standardized financial and compliance reports. Key accomplishments included:

• Growing staff by 5X during tenure and established operational infrastructure to enable company growth.
• Developed foundational skillset for managing and communicating with offshore development resources.

Global Head of Service, eVestment – Matt mentored and coached a 120-person global team comprising client success, data management, and Omni product line business units with primary accountability for customer retention. He expanded operations to London, New York, Sydney, Hong Kong, and several regional US-based offices, placing and training leaders and facilitating cohesive team culture, meeting cadence, and travel across regions. He also led restructuring and integration activities for 6 acquisitions during tenure, collaborating with cross-functional teams to maximize integration of new staff, data, and systems. During his tenure, he drove 96%+ gross revenue retention year-over-year across all markets by implementing and supporting successful customer service model.

Matt received his BA in Business Administration from Rhodes College and his MBA from Georgia State University’s J. Mack Robinson College of Business.

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