Tyler Merten

Customer Success Lead

New York, NY

• Optimizing support processes and resolving root-cause issues at the intersection of customer success and operations.
• Expanding revenue through strategic relationship growth; managing high-impact brand relationships.
• Coaching the success team to ensure customers realize maximum value from the platform.

Senior Director, Customer Success

New York, NY

• Owned customer book accountable for $20M ARR; primary point of contact for 12 relationships (~$10M revenue); maintained 0% churn and met 15% annual revenue growth targets.
• Managed team of three relationship managers; negotiated 12 renewal agreements; delivered 20+ QBRs, 20+ investment reviews, 30+ product demos; supported sales in closing ~$3M additional revenue.
• Drove cross-functional projects (BizOps, Marketing, Product, Sales, Support) to deliver operational and technical solutions; gathered client insights and partnered with Product on new features and reporting.

Director of Customer Success

New York, NY

• Built card account management team from the ground up; defined standards of excellence in account management.
• Led account management for Prepaid Visa Card team; nurtured B2B relationships; managed implementations; grew customer base through adoption and expansion.

Director of Customer Support & Operations

San Francisco Bay Area

• Owned all support channels (phone, email); managed support leads; resolved 10,000+ tickets; final escalation point for customer issues.
• Defined service standards (SLAs, QA); trained 20+ support reps; scaled team (hiring, training, reorg); mentored 10 direct reports to promotions; maintained NPS 82 (B2B) / 74 (consumers).

Senior Manager

San Francisco, CA

General Manager & Beverage Director

San Francisco Bay Area

• Led front-of-house team of 20; event planning; Certified Sommelier. Condé Nast Traveler Best Restaurants in the World.

Senior Health & Benefits Consulting Analyst

San Francisco Bay Area

• Strategic health & benefits consulting to HR leaders; project lead on M&A team; led full-scale benefits divestiture for 15,000-employee tech client; managed vendor relationships.

Health & Benefits Consulting Analyst

Minneapolis–St. Paul

• Pharmacy benefit consulting; project managed $120K PBM RFP for 40,000-employee client; claims experience modeling; client portfolio management; monthly/quarterly performance dashboards.

Investment Associate

Minneapolis, MN

• Operational and analytical support to financial advisors; client documents and performance reporting; institutional and household client interaction; Series 7 & 66.