John Pratt
Phoenix
Summary
Dynamic Customer Success Leader with a proven track record at BrandWell.ai, driving a 50% reduction in cancellation requests through innovative onboarding and proactive client engagement. Expert in data analysis and cross-cultural collaboration, I excel in fostering long-term relationships and implementing growth strategies that enhance customer satisfaction and retention.
Overview
4
4
years of professional experience
Work History
Customer Success - North America
Ausha.co
Paris, France (remote / contract)
09.2025 - Current
- Handpicked to launch Ausha’s North America Success function for enterprise podcasters.
- Brought enterprise CS leadership and cross-cultural business expertise, trusted to bridge US–France operations.
- Coach clients on PSO and podcast growth strategies, driving adoption and visibility.
- Deliver high-touch onboarding and business reviews, ensuring retention.
- Leverage Intercom, Skalin, and data reporting to optimize engagement with platform.
Founder / Client Success Lead
GiantConversation.com
Mesa
08.2024 - Current
- Achieved average client annual value of $24k, growing accounts from $0 to multi-year relationships within months.
- Expanded revenue by over 160% by uncovering hidden needs from existing clients and structuring long-term service agreements.
- Managed customer relationships to enhance satisfaction and retention.
- Actively sought out opportunities for growth within existing accounts through additional offerings or upgrades based on individual needs identified during conversations with clients.
- Managed and maintained a portfolio of deep, long-term relationships.
- Established and monitored key performance indicators (KPIs) for customer success.
Director of Customer Success
BrandWell.ai
Scottsdale
01.2023 - 07.2024
- Promoted from Enterprise Customer Success Manager within five months.
- Developed and implemented onboarding processes that improved user adoption, engagement, and reduced early churn.
- Collaborated with product teams to relay customer feedback and drive improvements.
- Managed a team of customer success specialists to ensure client support efficiency.
- Engaged with clients regularly to maintain strong relationships and trust.
- Cut cancellation requests by approximately 50% within the first six weeks through revamped onboarding and proactive outreach.
- Scaled support operations to handle 6x case volume without added headcount by implementing Intercom automation, routing workflows, and self-serve deflection.
Sales & Community Manager
ContentHacker.com
Remote
10.2021 - 01.2023
- Developed and implemented onboarding experiences that increased member engagement.
- Monitored online discussions to gather feedback and insights from users.
- Analyzed community metrics to inform future content and engagement strategies.
- Assisted in maintaining a positive online environment through moderation practices.
- Created content for social media platforms to engage the community.
Education
Business Analytics
Wharton University of Pennsylvania - Online
Business Administration
Maricopa Community Colleges, Mesa Community College
Mesa, AZSkills
- Customer relationship management
- Data analysis
- Onboarding process optimization
- Performance tracking
- SaaS platform engagement
- Team leadership
- Cross-cultural collaboration
- Conflict resolution
- Verbal communication
- Feedback integration
- Business development
- Performance metrics
- Cross-functional collaboration
- Client engagement strategies
- Revenue growth strategies
- Customer onboarding
- Customer retention strategies
- Pricing strategy
Affiliations
- Global Citizenship
- Real Estate Investing
- Content Creation
- Music Performance
References
References available upon request.
Timeline
Customer Success - North America
Ausha.co
09.2025 - Current
Founder / Client Success Lead
GiantConversation.com
08.2024 - Current
Director of Customer Success
BrandWell.ai
01.2023 - 07.2024
Sales & Community Manager
ContentHacker.com
10.2021 - 01.2023
Business Analytics
Wharton University of Pennsylvania - Online
Business Administration
Maricopa Community Colleges, Mesa Community College
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