About Me, CP.

My name is Courtney Patrick. You can call me CP.

My passion is embracing our shared humanity and using our individual power and access to platforms, resources, and community to create a personal economy rooted in purpose, balance, and satisfaction.

I am a humanities graduate, yogi, and writer who is also a Customer Success professional. I’ve had a successful career being “unconventional in conventional places” as my friend Sherry says. I’ve worked in high growth and early stage tech startups for more than a decade. As a people manager and organizational leader, I’ve been celebrated for challenging dysfunctional political norms, speaking truth to power, and my expertise in cultivating healthy microcultures, particularly during times of uncertainty. 

Despite a lot of conventional success, I have struggled with fulfillment from my own accomplishments. I thrived in environments that benefited from my patterns of deriving worth from external validation and poor boundaries. I experienced two significant burnout cycles before I turned 35. I found myself seeking too much from one place, putting more merit on things the harder they were, forgetting my own core values in place of those of the environment I was in. 

Leadership has afforded me the chance to foster humanity in environments where productivity and output are predominately incentivized. I think office politics are bullshit. There’s more to life than chasing the next dollar or pat on the back. I believe what brings out our best is being understood, respected, and connected to people who believe in our highest potential.

Curriculum Vitae

  • GRIN is a series-B CRM platform allowing users to scale Influencer Marketing programs and build relationships with content creators who embody their values to drive brand awareness and revenue growth.

    DIRECTOR OF CUSTOMER SUCCESS

    I led a department of 5 US-based managers supporting 30 Customer Success Managers and Account Managers across a $35M portfolio of D2C brands, agencies, and content creators. Stewards of NRR and Customer Experience.

    • Tasked with addressing a 70%+ variance in NRR between the Ideal Customer Profile (ICP) and non-ICP.

    • Led the customer communication and retention strategy during a critical product shift that adversely impacted core platform use cases and resulted in a historic revenue loss and 25% NRR in 5 months

    • Established a Scale, Onboarding, and Account Management team while optimizing Customer Success Management for Customer Lifetime Value (LTV) by driving product adoption and value through digital and CSM-led motions

  • Series-F product analytics platform that enables Product Managers, Customer Success teams, and Account Executives to understand user behavior, guide and interact through in-app messaging, and create product-led growth opportunities.

    SENIOR MANAGER, ENTERPRISE CUSTOMER SUCCESS MANAGEMENT (2020 - 2021)

    Developed a market focused success team to accelerate revenue growth of the Enterprise base in support of company revenue goals. In addition to advancing the Customer Success land and expand strategy, this team was designed to support the investment and development of the most senior individual contributors.

    • Managed 11 US-based senior CSMs working in partnership with Account Executives to renew a $32M portfolio of 260 B2B and B2E Enterprise (2500+ employees) SaaS customers

    • Designed an account team structure with defined commercial and relationship ownership across roles in Sales, Services, CS, and Support; helped establish Enterprise as its own business unit within the company with stakeholders in all major departments focused on the market

    • Established the new hire onboarding program, coached and promoted two team leads and an eventual peer manager, instated an industry SME program, hired 8 ICs and led the team through two reorgs

    TEAM LEAD, ENTERPRISE CUSTOMER SUCCESS MANAGER (2018 - 2020)

    Enterprise CSM and player coach designing and scaling best practices in the customer success organization across a bi-coastal team with two distinct structures, supporting a $3M ARR portfolio of 35 mid-market and enterprise clients

    • Designed an end to end customer journey focused on outcomes that minimizes friction to scale in complex organizations leveraging a customer maturity model focused on adoption

    • Supported leadership in enablement and process design, worked to align CSMs through adoption of standard CS motions (ex: Success Plans, QBRs) and mentorship for junior team members

  • eCommerce and digital marketing platform that empowers D2C brands and retailers to manage inventory, fulfill orders, and optimize paid search and digital marketing campaigns

    ACCOUNT MANAGER, CONSUMER BRANDS (2017 - 2018)

    Supported global consumer brands ranging from Mid-Market to Enterprise in advancing their B2B and B2C partnerships, specializing in developing and supporting digital direct-to-consumer strategy

    • Fostered feature adoption and channel expansion with a focus on customer retention, partnering with Sales executives to cross-sell and upsell across product suite

    • Negotiated multi-year contracts involving complex procurement cycles in conjunction with Finance/Legal, Sales, and C-suite stakeholders

    SENIOR CLIENT STRATEGY MANAGER (2015 - 2017)

    E-commerce Search strategist providing campaign analysis, optimization strategy, and industry expertise for a portfolio of 10+ Mid-Market and Enterprise retailers; specialization in supporting luxury retailers

    • Managed and supported all phases of account lifecycle including implementation and supported Sales counterparts in renewal and expansion goals

    • Maintained Paid Search (PPC) and Digital Marketing campaigns including performance monitoring, budget tracking, and optimization to seasonal ROI targets across a variety of e-commerce platforms

  • REGISTERED YOGA TEACHER (RYT-500)

    CUSTOMER ASSOCIATE + CUSTOMER SUPPORT (FRENCH) | Lulu.com (2011- 2013)

    ENGLISH TEACHING ASSISTANT (2009 - 2010) | Nantes, FR

  • BACHELORS OF ARTS, ENGLISH LITERATURE
    Minor, French & Creative Writing
    NC STATE UNIVERSITY (2009)

    Summa cum laude
    Studied French abroad in Montpellier, FR (2008)

    Honors & activities: Dean’s List, English Honors Program, Phi Kappa Phi Honors Society, Sigma Tau Delta English Honors Society – Secretary

My Coaching Methodology

My coaching is about unlocking your own wisdom because spoiler — the answers you’re looking for aren’t “out there.” They are within you. Believe in your own genius and gain the tools to align your reality and your values.

I leverage a proven approach from my experience in Customer Success helping my clients to reach their goals. Together we’ll outline the opportunities, define success and how we’ll measure it, and collaborate on a plan that moves you forward.

Discovery

Identify what your current priorities are and uncover what is misaligned, where you feel most capable, and what kind of support you need to reach your goals.

Planning

Design a plan that is unique to your goal, challenge, or desire that outlines what you know and need to know, actions to take, and resources to leverage.

Iteration

Adapt the plan as you go to incorporate your learnings along the way and adjust as your priorities shift.

  • CP was the most compassionate and enlightened guide on the road towards finding a joyful balance between my career, my work, and my purpose. She showed me how to gracefully navigate the journey from burnt out People Pleaser to motivated People Helper. I’m able to enjoy and be present for every day of the week, not just those where I wasn’t working.

    — Amanda DeLuise, Customer Success Manager @ Zendesk

  • Working with CP, she always had a calm, but let’s get sh*t done mentality which was exactly what I needed. Since working with her the quiet confidence she instilled in me has remained.

    — Sarah Crow, CSM > Influencer Marketing Strategist @ GRIN

  • Not only was she an empathetic and compassionate listener but she really asked me some thought-provoking questions that made me think about my career more strategically and what my long-term vision would look like.

    — Sophie, Sr. Client Strategy Manager

  • CP creates a nurturing environment where one can truly explore, heal, and grow. I feel empowered to maintain authenticity in my career, leading to innovative solutions and a clear professional development plan.

    — Daniel Sluka, Instructional Designer @ GRIN