Diane Johnson
About Diane Johnson
Diane Johnson serves as the Global Head of Customer Success and Support at Sendbird, where she has been instrumental in driving customer success initiatives. With a diverse background in customer success and account management across various companies, she has a proven track record of improving retention rates and enhancing customer satisfaction.
Current Role at Sendbird
Diane Johnson serves as the Global Head of Customer Success and Support at Sendbird, a position she has held since 2023. In this role, she oversees customer success initiatives and support strategies aimed at enhancing client satisfaction and retention. Johnson has been instrumental in leading a Customer Success transformation at Sendbird, which contributed to the company winning the Gainsight Visionary Award. Her leadership focuses on creating a unified view of customer data to drive value and improve customer relationships.
Previous Experience at Sendbird
Before her current role, Diane Johnson worked at Sendbird as the Global Head of Renewals from 2021 to 2023. During her tenure, she led initiatives that streamlined renewal processes and contributed to customer retention efforts. Her experience at Sendbird laid the foundation for her current leadership in customer success and support.
Career Background in Customer Success
Diane Johnson has extensive experience in customer success and account management. She worked at Catalyst Software as a Customer Success Coach for three months in 2023. Prior to that, she spent four years at Apptio in various roles, including Senior Enterprise Customer Success Advisor, where she designed strategies that significantly improved customer retention rates. Her background also includes a position at MetLife as Director of Performance Solutions, where she introduced best practices that managed substantial IT spending.
Education and Qualifications
Diane Johnson holds a Bachelor's degree in Drama and English from The Catholic University of America. Additionally, she earned an Advanced Certificate in Sales and Marketing Management from the Institute of Sales and Marketing Management. Her educational background supports her expertise in customer engagement and strategic account management.
Achievements in Customer Success
Throughout her career, Diane Johnson has achieved notable results in customer success. At Apptio, she designed a strategy that raised retention to approximately 95% in the post-sales lifecycle while reducing resource allocation for each account. She also improved the Net Promoter Score (NPS) by 12.5% through the development of actionable Customer Success Plans. In 2023, she achieved a 5% increase in Global Gross Revenue Retention by analyzing processes from a commercial perspective.