Mal Shakespeare
About Mal Shakespeare
Mal Shakespeare is an Enterprise Customer Success Manager at SentinelOne in the United States, with extensive experience in customer success and IT, and a background in software development.
Title and Company
Mal Shakespeare is currently working as an Enterprise Customer Success Manager at SentinelOne, based in the United States.
Previous Professional Experience
From 2019 to 2021, Mal Shakespeare worked at Planview, Inc. as a Sr. Enterprise Customer Success Leader in the Houston, Texas Area. Before that, Mal was the Founder of wedryv, serving from 2018 to 2022 in the Houston, Texas Area. Additionally, Mal held the role of VP Operations at WorkLodge from 2017 to 2018 in The Woodlands, Texas. Moving further back, from 2007 to 2017, Shakespeare worked remotely for Planview as a Customer Success Manager.
Education and Qualifications
Mal Shakespeare studied Computer Science at the University of Wolverhampton and achieved an AA-Equivalent Degree.
Awards and Achievements
In 2020, Mal was awarded the North America Customer Success Manager of the Year with a 94% retention rate on a $15 million book of business. Shakespeare has successfully cultivated excellent customer relationships, achieving a 98.5% renewal rate and receiving references from 89.2% of customers.
Skills and Expertise
With a background in IT and software development, Mal leverages skills in a variety of tools such as Salesforce, Gainsight, Parature, Planview E1, Leankit, Projectplace, MS Project, MS Office, and Apple products including Keynote, Numbers, and Pages. Mal introduced the concept of using the Planview platform across traditional and agile operating methodologies, resulting in expanded account sales.
Customer Success Initiatives
Mal has shaped the Customer Success function by establishing best practices and processes, and continuously seeks opportunities for improvement. Shakespeare is involved in onboarding, training, and coaching new hires on how to unlock value for clients, and collaborates with multiple internal teams to build a culture of Customer Success across the organization.