Lou Jacob
About Lou Jacob
Lou Jacob serves as the Senior Vice President of Customer Success for Mediafly, focusing on Media & Entertainment global accounts. He has a strong background in customer engagement and team management, with extensive experience in building customer success and tech support teams.
Work at Mediafly
Lou Jacob serves as the Senior Vice President of Customer Success for Media & Entertainment, Global Accounts at Mediafly. He has held this position since 2011, contributing over 13 years of experience in enhancing customer relationships and driving revenue growth. In this role, he maintains strong, customer-facing relationships with key customers and partners, which leads to expansions and renewals. Jacob has established governing processes and engagement models that ensure effective collaboration between Sales and Customer Success teams.
Previous Experience
Before joining Mediafly, Lou Jacob worked in various technical roles. He served as a Regional Systems Engineer for Sun Microsystems from 1997 to 2001, where he focused on Enterprise Servers & Storage in Chicago, Illinois. Prior to that, he was a Senior Systems Engineer for Legent from 1994 to 1997, specializing in Unix Products in Downers Grove, Illinois. Additionally, he worked at SGI as a Senior Systems Engineer in High Performance Computing from 1995 to 1997 in Chicago, Illinois.
Education and Expertise
Lou Jacob studied at Rensselaer Polytechnic Institute, where he earned a Bachelor of Science degree in Computer and Systems Engineering from 1985 to 1989. His educational background provides a strong foundation for his extensive experience in customer success and technical support, particularly in managing remote teams across Europe and the United Kingdom.
Achievements in Customer Success
In his current role at Mediafly, Lou Jacob has developed consistent and repeatable processes for customer engagement that have resulted in significant revenue growth. He led the creation of a highly-responsive tech support team, establishing clear escalation processes across Product, Sales, and Customer Success teams. Jacob has also built global Customer Success, Tech Support, Implementation, and Training teams from the ground up, demonstrating his commitment to enhancing customer satisfaction and operational efficiency.