Ben Cohen
Director of Customer Success | AI‑Powered SaaS Growth
Building scalable, automated post-sales functions that drive retention and expansion through cutting-edge AI implementations.
About
Ben Cohen is a strategic and hands-on CS executive with over a decade of experience building and scaling Customer Success organizations across AI, B2B SaaS, and MarTech companies. He specializes in CS automation, onboarding, retention strategy, and scalable CX operations.
With a proven track record of implementing AI-powered solutions that drive measurable business outcomes, Ben combines technical expertise with strategic leadership to transform customer success operations and deliver exceptional customer experiences at scale.
AI Experience
Ben has proven experience leveraging artificial intelligence to transform customer success operations, drive automation, and deliver measurable business outcomes across the entire customer lifecycle.
Implemented machine learning models for customer health scoring, churn prediction, and automated intervention workflows that increased retention by 25%.
Deployed AI agents for customer support that handle 60% of tier-1 inquiries, reducing response time from hours to seconds while maintaining high satisfaction scores.
Built intelligent automation systems using n8n and AI APIs to streamline CS operations, from call summarization to ticket routing and customer onboarding.
Developed AI-driven dashboards that predict customer behavior, identify expansion opportunities, and surface actionable insights for CS teams.
Created AI models that analyze customer usage patterns and communication to predict renewal likelihood and optimal expansion timing with 85% accuracy.
Implemented AI-driven personalization engines that customize customer experiences based on behavior, preferences, and success patterns.
AI-First Customer Success Philosophy
I believe AI should augment human expertise, not replace it. My approach focuses on using AI to eliminate repetitive tasks, surface actionable insights, and enable CS teams to focus on high-value strategic relationships that drive long-term customer success and business growth.
Resume
Experience
Director of Customer Success & Support
- •Built the foundational CX strategy to support aggressive growth targets ahead of Series A fundraising
- •Designed scalable onboarding, adoption, expansion, and renewal programs for a $2M+ enterprise SaaS portfolio
- •Established customer health scoring models, KPI dashboards, and risk indicators aligned with board-level metrics
- •Partnered cross-functionally with GTM, product, and engineering to align CX with revenue and roadmap execution
- •Launched an AI agent team to handle triage, call summaries, and sentiment analysis- unlocking 20%+ support capacity
- •Delivered 120% NRR in Q1, proving early traction for a lean, automated approach to customer lifecycle management
- •Created reusable CS playbooks, reporting frameworks, and automation layers to enable future hiring and vendor scale
Head of Global Customer Care
Assoc. Director, CS & Support
Marketing Specialist
- n8n (custom webhooks, API workflows)
- Zapier / Make
- API Integration & Webhooks
- REST & GraphQL APIs
- SQL (PostgreSQL, MySQL)
- Supabase
- Vector databases
- Snowflake
- Power BI / Tableau
- Next.js
- React
- Vercel serverless functions
- Edge Functions
- JavaScript / TypeScript
- OpenAI API, Anthropic API, Gemini API (prompt engineering, RAG)
- Custom API Integrations
- Cursor.ai
- Custom dashboards
- Meeting transcription
- AWS
- VPS hosting
- Docker
- Containerization
- Microservices
- Salesforce
- Hubspot
- Zendesk
- Gainsight (health scoring)
- Salesforce integrations
- KPI Dashboards
- Stripe
- Chargebee
- Resend
- API integrations
- n8n
- Zapier
- Notion
- Airtable
- Scripting
- Custom automation
- SaaS Leadership Program
- ITIL
- Google Ads
- Bing Ads
- University of Maine, BA Marketing
- University of Maine, BA Business Management
Projects
All-in-one customer success platform designed to reduce churn and boost growth. Features integrated helpdesk ticketing, unified user management, and actionable analytics dashboards for SaaS businesses.
A family-focused meal planning application that helps preserve culinary heritage. Features recipe sharing, collaborative meal planning, shopping list generation, and family recipe preservation tools.
A reporting framework built to surface cross-functional risks and escalations across Sales, CS, Support, and Services. Designed to give the C-Suite and account teams real-time visibility into at-risk accounts and blockers, enabling faster resolution and stronger internal alignment. Used by execs and frontline teams to proactively mitigate churn.
A modular n8n-based automation hub for Customer Success workflows (e.g. call summaries, ticket triage, Notion updates). Integrated with Fireflies, Supabase, and Zendesk.
Real-time dashboard for tracking customer health scores, usage metrics, and renewal predictions using AI-powered analytics.
Automated customer onboarding system that personalizes the experience based on customer profile and reduces time-to-value by 40%.
Contact
Get in Touch
I'm always interested in discussing Customer Success opportunities, AI automation projects, or sharing insights about scaling CX organizations.