Ben CohenCustomer Success, Growth & AI Operations Leader
14+ years improving retention, expansion, and post-sales operations at SaaS companies — leading orgs of 70+ people across seven countries and $30M+ ARR 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 an AI agent team handling triage, call summaries, and sentiment analysis, increasing team capacity by more than 20% and freeing CSMs for proactive customer work.
Introduced chatbot automation and knowledge management that deflected more than 50% of inbound support requests — years before AI-enabled support became standard.
Resume
Professional Experience
Head of Customer Growth & Expansion
Key Achievements:
- Leading customer growth and expansion initiatives
- Driving strategic account growth and retention
Director of Customer Success & Support
AI-powered data visualization startup (pre-Series A) | $2M+ enterprise portfolio
Key Achievements:
- Built the company's first CX organization ahead of Series A fundraising
- Delivered 120% NRR across a $2M+ enterprise portfolio
- Increased team capacity by 20%+ with AI-assisted support operations
Head of Global Customer Care
Enterprise low-code platform
Key Achievements:
- Created and led the company's first global Customer Care org across seven countries
- Accounts under the program grew platform consumption 15% faster than standard CSM/TSM coverage
- Maintained 100% CSAT across 200+ surveys
Associate Director, Customer Success & Support
Digital advertising SaaS for SMBs | $30M+ ARR portfolio
Key Achievements:
- Promoted five times in eight years, from individual contributor to Associate Director
- Scaled an early CS function into a 70+ person organization across a $30M+ ARR portfolio
- Reduced churn by 20% and deflected 50%+ of inbound support requests with chatbot automation
Online Marketing Specialist
SEO, SEM, PPC campaign, and project management for agency clients
Key Achievements:
- Ran SEO, SEM, and PPC campaigns for agency clients
- Managed campaign delivery and client projects end to end
Skills & Expertise
- Retention & Expansion Strategy
- Renewals & Renewal Planning
- Customer Health Modeling
- Strategic QBRs
- NRR & GRR Ownership
- Post-Sales Operations
- Executive Engagement
- Team Development
- Global & Multi-Country Teams
- Cross-Functional Escalation Management
- AI Workflow Automation
- Account Intelligence
- Support Automation
- Conversation Intelligence
- AI Agent Development
- Gainsight
- HubSpot
- Salesforce Service Cloud
- Zendesk
- Intercom
- n8n workflows & webhooks
- OpenAI, Anthropic & Gemini APIs
- RAG & prompt engineering
- SQL (PostgreSQL, Supabase)
- Power BI / Tableau dashboards
- Next.js & React
- TypeScript/JavaScript
- Vercel serverless functions
- API integrations
- REST & GraphQL
- University of Maine — B.A., Marketing & Business Management
- ITIL Certified
- SaaS Leadership Program, Intelligent.ly Boston
Projects
A showcase of customer success platforms, automation tools, and data-driven solutions I've built to scale CS operations and drive business growth.
Drone property documentation service for the Lake Norman, NC area. Provides high-resolution 4K aerial photos, video, and dated condition records for storm damage, roofs, construction progress, property inspections, golf course monitoring, and real estate listing media. FAA Part 107 compliant with 48-hour digital report turnaround — independent documentation with no roofing or inspection upsell.
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.