Brian Cloughley
Customer Experience Executive @ Standard Metrics | Advisor | Investor | Ex-Affinity, ADSK, Accenture
Enterprise SaaS GTM Senior Executive with global experience in multiple industries (Financial Services, High tech, Construction, Media & Entertainment) in the following key functions: business operations, customer success, go-to-market and people management.
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I have a passion for instilling a culture of learning and experimentation on teams to enable innovation and rapid growth. EXPERTISE • Leading and mentoring empowered teams in dynamic, fast-paced environments • Innovating in customer success – growth, retention, full customer adoption journey • Management excellence – setting business outcomes, holding departments accountable, driving business success • Sustaining long-term customer relationships • Growing recurring revenue for SaaS / Cloud Enterprise businesses • Management and business execution for international and multi-cultural teams • Delivering professional services solutions for software and technology companies
GTM Index
- STANDARD METRICSJOB
- Head of Customer Experience2Y 9M
Head of Customer Experience
Standard Metrics
- Board-level ownership of Net Dollar Retention and Customer Satisfaction - Leading all aspects of the entire customer journey including success, support, managed data services, expansions, and renewals
- ENBOARDERJOB
- Advisor, GTM Strategy3Y 9M
Advisor, GTM Strategy | Expansions | Growth | GRR | Adoption
Enboarder
Boost engagement, spark human connection, and make new hires feel welcomed, whether they’re in-house or remote with Enboarder's new staff onboarding tool
- REEF.AIJOB
- Advisor, Product Strategy3Y 8M
Advisor, Product Strategy | GTM Strategy | First 50
reef.ai
- FIELDGUIDEJOB
- Advisor, GTM Strategy3M
Advisor, GTM Strategy | Customer Success | Growth and Expansion
Fieldguide
Automation and collaboration platform for modern assurance and advisory firms. Built by and for practitioners, Fieldguide’s comprehensive. Risk Advisory Services (RAS) platform makes it amazingly easy to automate the entire lifecycle of any risk engagement, including SOC 2, PCI, HIPAA, and more.
- AFFINITY.JOB
- SVP, Customer Success and…2Y 1M
SVP, Customer Success and Revenue Expansion
Affinity.co
20x+ Growth in ARR | Series A+ to C | Executive Team Grew the Customer Success function from a few team members to consistently contributing over 50% ARR each quarter for last 4 years with 40+ team members; average 120% NRR over 16 quarters
- VP of Customer Success and…2Y 1M
VP of Customer Success and Revenue Expansion
Affinity.co
Affinity is a relationship intelligence platform built to expand and evolve the traditional CRM. Affinity instantly surfaces all of your team's data and shows you who is best suited to make the crucial introductions you need to close your next big deal. Using AI and natural language processing, Affinity helps your team curate and grow its network by unlocking introductions to decision makers and auto-populating your pipeline to increase deal flow. Affinity was founded by Joe Lonsdale (founder: Palantir, Addepar, OpenGov), Shubham Goel, & Ray Zhou. Affinity has raised $13.5MM lead by 8VC, Sway Ventures, Pear Ventures, Great Oaks Venture Capital & Western Technology Investment.
- COMFY (BY BUILDING ROBOTICS)JOB
- VP Of Customer Success & E…1Y 6M
VP Of Customer Success & Expansion
Comfy (by Building Robotics)
Acquired by Siemens | Series B to Acquisition 3x in ARR in less than 2 years | Reduced time to launch by 76% in 18 months Executive Team | Lead for GTM for acquisition Comfy's mission is to create great relationships between people and their workplaces. The people-centered approach, machine learning, and data insights help companies create satisfying, productive experiences that adapt to people's dynamic lives at work. I led post sale activities for Comfy, an Oakland-based startup with market-leading customers such as Microsoft, Salesforce, Google, and Bloomberg. My role is focused on making customers wildly successful with Comfy apps, including customer success, global services, and su…
- AUTODESKJOB
- Dir, BIM 360 Construction…1Y 1M
Director, BIM 360 Construction Cloud Business (interim)
Autodesk
BIM 360 grew from a collection of acquisitions - $0M to $50M in ARR business, working with the largest General Contractors globally (Turner Construction, DPR, Skanska, etc) Grew Construction Cloud business to capture multi-billion dollar opportunity in the Construction and O&M industries. - Led 300+ person product development organization (BIM 360) to deliver mission critical apps for customers, exponentially grew subscribers at 100%+. - Established and created strategic plan to reach long-term objectives within Construction industry for each business function (e.g. product, sales, marketing, go-to-market). - Previous responsibilities retained.
- Dir, Business Operations &…2Y 9M
Director, Business Operations & Customer Success BIM 360
Autodesk
Led customer adoption across BIM 360 portfolio to reduce churn and increase recurring revenue. - Led customer success team to use predictive analytics and insight to focus efforts on “at risk” accounts – increased active account usage by 17 basis points in the first year (69% to 86%). - Created and directed cloud commerce strategy, implementation, and launch for all online transactions (Zuora platform) for BIM Head of Operations for BIM 360 - Established SaaS business metrics and process to track across key functional areas (e.g. product, sales, marketing, etc). Presented these monthly to CEO and CEO-staff for an update on progress towards FY objectives. - Managed $20M investment portfolio…
- Dir, Global Sales Training…2Y 4M
Director, Global Sales Training Programs
Autodesk
Directed global internal and VAR sales training activities for multi-billion dollar, industry-leading software company. - Established global internal sales learning paths and sales executive report cards. Completion rates exceeded expectations with over 6,000 courses and exams completed by the internal sales audience. - Responsible for setup and maintenance of Autodesk’s channel certification program. 9,300+ channel sales and technical individuals completed the certification process globally in 2011, up from 7,100 in 2010. - Effectively managed team through multiple leadership transitions while keeping them engaged and motivated. A company-wide employee survey reported that my scores rank…
- Senior Mgr, WW Channel Rea…5Y 1M
Senior Manager, WW Channel Readiness
Autodesk
Head of global sales and channel enablement - Managed internationally-located team members, multiple 3rd parties, and a $20M annual budget. - Established and led an annual business planning process in partnership with industry business units and sales regions. Outputs included key strategies, focus areas, goals and a detailed roadmap for the year. - Led the delivery of in-person training to 8,900+ partners worldwide, which was a 50%+ increase YOY, and created a significant expansion in usage of the web-based partner learning system with over 12,600+ users. - Led the development of the sales, technical sales, and implementation learning plans for industry-specific content in 10 different la…
- ACCENTUREJOB
- Mgr, High Tech & Media Ent…9Y 4M
Manager, High Tech & Media Entertainment Clients Worldwide
Accenture
Managed international, large scale business transformation projects for Fortune 500 clients in High Tech and Media Entertainment. Specifics included: HR & Organizational Transformation initiatives, Business Process Outsourcing, Process Optimization and Improvement, Business Transformation through Technology Initiatives.
- INTELLIGRATEDJOB
- Manufacturing Eng Intern1Y
Manufacturing Engineer Intern
Intelligrated
- Job: Standard Metrics — Head of Customer Experience · 2024-01 – present · 2y 7mo — - Board-level ownership of Net Dollar Retention and Customer Satisfaction - Leading all aspects of the entire customer journey including success, support, managed data services, expansions, and renewals
- Job: Enboarder — Advisor, GTM Strategy | Expansions | Growth | GRR | Adoption · 2023-01 – present · 3y 7mo — Boost engagement, spark human connection, and make new hires feel welcomed, whether they’re in-house or remote with Enboarder's new staff onboarding tool
- Job: Fieldguide — Advisor, GTM Strategy | Customer Success | Growth and Expansion · 2023-03 – 2023-06 · 3 mo — Automation and collaboration platform for modern assurance and advisory firms. Built by and for practitioners, Fieldguide’s comprehensive. Risk Advisory Services (RAS) platform makes it amazingly easy to automate the entire lifecycle of any risk engagement, including SOC 2, PCI, HIPAA, and more.
- Job: Affinity.co — SVP, Customer Success and Revenue Expansion · 2021-01 – 2023-02 · 2y 1mo — 20x+ Growth in ARR | Series A+ to C | Executive Team Grew the Customer Success function from a few team members to consistently contributing over 50% ARR each quarter for last 4 years with 40+ team members; average 120% NRR over 16 quarters
- Job: Affinity.co — VP of Customer Success and Revenue Expansion · 2018-12 – 2021-01 · 2y 1mo — Affinity is a relationship intelligence platform built to expand and evolve the traditional CRM. Affinity instantly surfaces all of your team's data and shows you who is best suited to make the crucial introductions you need to close your next big deal. Using AI and natural language processing, Affinity helps your team curate and grow its network by unlocking introductions to decision makers and auto-populating your pipeline to increase deal flow. Affinity was founded by Joe Lonsdale (founder: Palantir, Addepar, OpenGov), Shubham Goel, & Ray Zhou. Affinity has raised $13.5MM lead by 8VC, Sway Ventures, Pear Ventures, Great Oaks Venture Capital & Western Technology Investment.
- Job: Comfy (by Building Robotics) — VP Of Customer Success & Expansion · 2017-05 – 2018-11 · 1y 6mo — Acquired by Siemens | Series B to Acquisition 3x in ARR in less than 2 years | Reduced time to launch by 76% in 18 months Executive Team | Lead for GTM for acquisition Comfy's mission is to create great relationships between people and their workplaces. The people-centered approach, machine learning, and data insights help companies create satisfying, productive experiences that adapt to people's dynamic lives at work. I led post sale activities for Comfy, an Oakland-based startup with market-leading customers such as Microsoft, Salesforce, Google, and Bloomberg. My role is focused on making customers wildly successful with Comfy apps, including customer success, global services, and su…
- Job: Autodesk — Director, BIM 360 Construction Cloud Business (interim) · 2015-11 – 2016-12 · 1y 1mo — BIM 360 grew from a collection of acquisitions - $0M to $50M in ARR business, working with the largest General Contractors globally (Turner Construction, DPR, Skanska, etc) Grew Construction Cloud business to capture multi-billion dollar opportunity in the Construction and O&M industries. - Led 300+ person product development organization (BIM 360) to deliver mission critical apps for customers, exponentially grew subscribers at 100%+. - Established and created strategic plan to reach long-term objectives within Construction industry for each business function (e.g. product, sales, marketing, go-to-market). - Previous responsibilities retained.
- Job: Autodesk — Director, Business Operations & Customer Success BIM 360 · 2013-02 – 2015-11 · 2y 9mo — Led customer adoption across BIM 360 portfolio to reduce churn and increase recurring revenue. - Led customer success team to use predictive analytics and insight to focus efforts on “at risk” accounts – increased active account usage by 17 basis points in the first year (69% to 86%). - Created and directed cloud commerce strategy, implementation, and launch for all online transactions (Zuora platform) for BIM Head of Operations for BIM 360 - Established SaaS business metrics and process to track across key functional areas (e.g. product, sales, marketing, etc). Presented these monthly to CEO and CEO-staff for an update on progress towards FY objectives. - Managed $20M investment portfolio…
- Job: Autodesk — Director, Global Sales Training Programs · 2010-10 – 2013-02 · 2y 4mo — Directed global internal and VAR sales training activities for multi-billion dollar, industry-leading software company. - Established global internal sales learning paths and sales executive report cards. Completion rates exceeded expectations with over 6,000 courses and exams completed by the internal sales audience. - Responsible for setup and maintenance of Autodesk’s channel certification program. 9,300+ channel sales and technical individuals completed the certification process globally in 2011, up from 7,100 in 2010. - Effectively managed team through multiple leadership transitions while keeping them engaged and motivated. A company-wide employee survey reported that my scores rank…
- Job: Autodesk — Senior Manager, WW Channel Readiness · 2005-09 – 2010-10 · 5y 1mo — Head of global sales and channel enablement - Managed internationally-located team members, multiple 3rd parties, and a $20M annual budget. - Established and led an annual business planning process in partnership with industry business units and sales regions. Outputs included key strategies, focus areas, goals and a detailed roadmap for the year. - Led the delivery of in-person training to 8,900+ partners worldwide, which was a 50%+ increase YOY, and created a significant expansion in usage of the web-based partner learning system with over 12,600+ users. - Led the development of the sales, technical sales, and implementation learning plans for industry-specific content in 10 different la…
- Job: Accenture — Manager, High Tech & Media Entertainment Clients Worldwide · 1996-05 – 2005-09 · 9y 4mo — Managed international, large scale business transformation projects for Fortune 500 clients in High Tech and Media Entertainment. Specifics included: HR & Organizational Transformation initiatives, Business Process Outsourcing, Process Optimization and Improvement, Business Transformation through Technology Initiatives.
- Job: Intelligrated — Manufacturing Engineer Intern · 1995-05 – 1996-05 · 1y
- Job: reef.ai — Advisor, Product Strategy | GTM Strategy | First 50 · 2023-02 – present · 3y 6mo
- School: University of Kansas — Bachelor of Science, Mechanical Engineering
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