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Jonathon Sedmak
Senior Customer Success & Program Management leader specializing in Enterprise B2B SaaS and FinTech
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About
Customer success leader (Director of Customer Engagement at PlutoShift; also experience at Truework) focused on enterprise lifecycle ownership, stakeholder mapping, and VoC-driven product influence. Led cross-functional efforts to ship a reporting capability requested by customers, improving adoption and loyalty, and uses tools like Looker/Tableau plus deep customer discovery to diagnose issues like ineffective onboarding even when usage metrics look strong.
Experience
Education
Key Strengths
- Owned enterprise accounts end-to-end with KPI-driven success plans (adoption, usage, retention, NPS, ARR/GR)
- De-risked renewals by building broad stakeholder coverage and internal champions (smooth POC transition at Fortune 100 client)
- Cross-functional alignment to deliver customer-requested reporting feature (Sales/Product/Engineering) that increased adoption and loyalty
- Strong Voice of the Customer practice to influence roadmap while managing customer expectations
- Uses analytics to uncover root causes beyond surface usage metrics (identified poor onboarding despite high adoption/usage)
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