Doug Havlik
About Doug Havlik
Doug Havlik serves as the Director of Customer Success Operations & Consulting for Document Intelligence at Thomson Reuters, where he has worked since 2022. He has extensive experience in customer success roles across various companies, including ThoughtTrace and Superior Energy Services, and holds a BS in Computer Science and Philosophy from Rice University.
Work at Thomson Reuters
Doug Havlik has served as the Director of Customer Success Operations & Consulting for Document Intelligence at Thomson Reuters since 2022. He operates in a hybrid work environment based in Houston, Texas. In this role, he has been instrumental in building the customer success operations team and has collaborated with remote employees and offshore contractors to integrate systems post-acquisition of ThoughtTrace. His responsibilities include designing collaboration between customer success and product teams, implementing customer health scores, and managing quarterly OKRs.
Previous Experience
Prior to his current role, Doug Havlik held various positions that contributed to his expertise in customer success. He worked at ThoughtTrace as Director of Customer Success from 2017 to 2021, and then as Director of Customer Success Operations & Consulting until 2022. His earlier roles include Sales Associate at Superior Energy Services, Corporate Sales Representative at NetIQ, and Account Executive at CD-adapco. He has also worked as a Sales Account Manager at Detechtion Technologies.
Education and Expertise
Doug Havlik studied at Rice University, where he earned a Bachelor of Science degree in Computer Science and Philosophy from 1996 to 2000. He also attended the Sandler Sales Institute, achieving President's Club status in 2014. His educational background, combined with extensive experience in customer success technologies such as HubSpot, Salesforce, and ChurnZero, positions him as a knowledgeable leader in the field.
Achievements in Customer Success
During his career, Doug Havlik has achieved significant milestones in customer success. He identified adoption and renewal trends that led to improved net revenue retention rates. He also translated the customer success playbook into the ChurnZero tech stack and achieved a compound annual growth rate of 49% in customer count from August 2017 to March 2024. His initiatives have included developing in-app guides and knowledge-base articles to enhance customer onboarding and engagement.
Skills and Technologies
Doug Havlik possesses broad experience with various customer success technologies, including HubSpot, Salesforce, Pipedrive, ChurnZero, WalkMe, Pendo, Zendesk, Jira, Shortcut, and PowerBI. His skills encompass building processes for net revenue retention, managing customer success platforms, and leading documentation efforts for key processes to ensure repeatability and efficient onboarding for new hires.