Ben CohenCustomer Experience Leader
Scaling customer success operations with AI automation, data-driven insights, and proven leadership across $50M+ SaaS portfolios.
AI-Powered CS Leader
I build AI that frees CS teams from grunt work so they can focus on revenue‑driving relationships.
Built intelligent automation systems using n8n and AI APIs to streamline CS operations, from call summarization to sentiment analysis to ticket routing and customer onboarding.
Launched n8n + OpenAI triage bots handling 40% of tier‑1 tickets, slashing response time from hours to minutes.
Deployed AI agents for customer support that handle 40% of tier-1 inquiries, reducing response time from hours to seconds while maintaining high satisfaction scores.
Resume
Professional Experience
Director of Customer Success & Support
Key Achievements:
- Built foundational CX strategy for Series A growth targets
- Hit 120% net‑revenue retention in Q1 with targeted customer‑success strategies
- Launched AI agent team, unlocking 20%+ support capacity
Head of Global Customer Care
Key Achievements:
- Built Customer Care org from scratch for Fortune 100 customers
- Scaled global CX across 7 countries with 100% CSAT
- Customers under Care grew 20% faster than standard CSM model
Assoc. Director, Customer Success & Support
Key Achievements:
- Pioneered AI chatbot automation, deflecting 50%+ support tickets
- Built 70+ person CX org managing $30M+ ARR book
- Reduced churn 20%, drove 20% YoY revenue growth
Marketing Specialist
Key Achievements:
- Launched digital campaigns driving measurable lead growth
- Built tracked CMS websites with conversion metrics
Skills & Expertise
- Strategic Relationship‑Building
- Upsell & Expansion
- Data‑Driven Insight & Analysis
- Process Design & Optimization
- Clear, Proactive Communication
- Salesforce
- Gainsight
- Zendesk
- HubSpot
- Health scoring models
- OpenAI API, Anthropic API, Gemini API
- n8n workflows & webhooks
- RAG & prompt engineering
- AI agent development
- Sentiment analysis
- n8n
- Zapier
- Notion
- Airtable
- Custom automation
- SQL (PostgreSQL, MySQL)
- Supabase
- Vector databases
- Power BI / Tableau
- Custom dashboards
- Next.js & React
- TypeScript/JavaScript
- Vercel serverless functions
- API integrations
- REST & GraphQL
- AWS
- Docker & containerization
- VPS hosting
- Microservices
- Edge Functions
- SaaS Leadership Program
- ITIL
- Google Ads
- University of Maine BA Marketing
- University of Maine BA Business
Projects
A showcase of customer success platforms, automation tools, and data-driven solutions I've built to scale CS operations and drive business growth.
Premium mobile auto detailing service website featuring modern design, service booking system, and customer testimonials. Includes responsive design, service portfolio showcase, and integrated contact forms for the Lake Norman region.
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.
Automated customer onboarding system that personalizes the experience based on customer profile and reduces time-to-value by 40%.
What Leaders Say
Testimonials from VPs, Directors, and Program Heads who've worked directly with Ben across different organizations and roles.
Cross‑functional leadership & renewal protection
“Ben built a high‑functioning escalation team from the ground up…established credibility with all customer‑facing teams and R&D…and protected significant renewals in the process.”
Early AI‑chatbot innovator & help‑center builder
“Years before AI and chatbots were buzzwords, Ben and I implemented our own Salesforce Einstein solution…launching a world‑class, customer‑centric Help Center that carried us through the pandemic.”
Data‑driven process architect
“He was essential in building a data‑driven approach to escalations analysis…leading to one of the highest eNPS scores in the department and 100% CSAT on sensitive cases.”
Scalable onboarding & growth champion
“Ben revamped onboarding, restructured support, and drove WordStream's CS growth initiatives. He's an asset I'd hire again in a heartbeat.”
Empathetic culture‑builder
“He leads with empathy and transparency—his analytical mind can solve any puzzle, and wherever he goes, customer delight and team morale soar.”
Contact
Ready to discuss Customer Success opportunities, AI automation projects, or share insights about scaling CX organizations? Let's start the conversation.
Get in Touch
I'm always interested in discussing Customer Success opportunities, AI automation projects, or sharing insights about scaling CX organizations. Whether you're looking to transform your customer experience or explore innovative CS strategies, I'd love to hear from you.