Charles WeiselbergCustomer Success leader.
Eight years leading Customer Success for healthcare compliance SaaS companies.
What I do
The workBuild the function
Twice I have started Customer Success from nothing: the strategy, the structure, the operating model, and the playbooks that make it run. Once with a team of four, once alone.
Run it on automation
Health scoring, risk alerts, and onboarding sequences in HubSpot, Zapier, and Mixpanel, so one person can look after thousands of users and act before an account goes quiet.
Own the whole lifecycle
Onboarding through adoption, renewal, and expansion. I carry what customers say back to Product, Engineering, Marketing, and Sales, and it moves the roadmap: the GDPR rollout shipped four to six weeks sooner because of it.
Three builds
2015 to nowJoined as one of the first four employees and built Customer Success from the ground up, then hired and led a team of four. Automated onboarding, satisfaction surveys, and NPS, and reported retention, CSAT, and NPS to the C-suite.
Built the function from scratch as a department of one and ran it on automation instead of headcount: 35+ playbooks, health scoring and risk alerts, and a Vitally to Custify to HubSpot migration delivered three months early.
Founded and operate a solo software and consulting business that makes it easy for customers to build practical, modern HIPAA compliance plans. Lead product strategy, software development, customer success, consulting delivery, sales, marketing, and end-to-end business operations.
In their words
Colleagues and press“Charles is a master of automation, allowing him to operate with the output of a much larger team while working as a department of one.”
“There is no customer service issue that he cannot solve. His empathy and patience know no bounds.”
“He looks at solving customer success issues as a unique puzzle, requiring attention be provided to each circumstance in a way that customers rarely receive these days, but definitely appreciate and remember.”
Tools and credentials
In daily useCertified HIPAA Professional (CHP)
Google certifications in cybersecurity: foundations, managing risk, networks, Linux and SQL, assets and threats, and an introduction to AI
Binghamton University, BA
Open to Director-level Customer Success roles.
Remote, or in New York City.