JZ
Hello! I'm Jacob
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I am a Principal Customer Success Manager with 11+ years of experience leading enterprise SaaS programs for Fortune 100 companies including Google, Amazon, Nike, Starbucks, and Wells Fargo. I specialize in driving retention and growth through AI-driven customer success strategies, executive engagement, and cross-functional program leadership. I have a track record of stabilizing at-risk accounts, influencing product roadmaps, and delivering multi-million-dollar renewals.​
Jacob Zych
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I build and scale Customer Success programs that serve Fortune 100 enterprises like Google, Amazon, and Nike.
My approach blends AI-driven insights with executive engagement to strengthen retention and unlock growth.
I thrive on transforming at-risk accounts into long-term partnerships by aligning business value with measurable ROI.​
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EXPERIENCE
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Managed strategic relationships for enterprise accounts (Google, Amazon, Nike, Converse, Starbucks, Columbia Sportswear), driving $4M+ ARR.
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Drove AI adoption across Customer Success leveraging LLMs and third-party data to enrich KPI storytelling, embedding AI-generated insights into executive talk tracks, and training the team on prompt engineering to improve productivity and knowledge reuse.
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Mentored and developed CSM team members; spearheaded cross‑functional programs (EBR template rollout, carrier‑scorecard methodology) and aligned stakeholders across product, data, and operations.
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Orchestrated cross‑functional collaboration for customer deliverables; led data‑driven consumption analyses to inform renewals; managed EBR planning, governance, and executive presentations.
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Achievement: Was introduced as the CSM for Nike within my first two weeks and drove change management to shift account health from Red to Green in 3 months—implementing stakeholder‑aligned communication cadences, stabilizing processes, and delivering executive KPI dashboards via Snowflake.
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Owned Wells Fargo ($5M ARR) and advised on strategy for Disney, Microsoft, and National Geographic.
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Led AI-focused initiatives with Engineering, including guiding LLM analysis to detect high-risk or viral content and shaping model training for accuracy and safety.
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Collaborated with Wells Fargo executives to design and implement governance frameworks for platform adoption—including release management and training programs.
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Spearheaded a cross‑functional team (product, support, training) to embed social‑engagement methodologies and drive strategic adoption of Sprinklr capabilities.
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Achievement: Appointed additional CSM resource for Microsoft to secure a $64M renewal—leveraging executive stakeholder management, strategic roadmap alignment, and disciplined follow‑up governance.
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Directed 25+ enterprise CXM implementations (up to $20M) for clients including Amazon, TikTok, Wells Fargo, and Microsoft.
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Managed global program delivery, overseeing cross‑functional teams of PMs, consultants, product specialists, trainers, and support engineers.
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Mentored and developed junior PMs—establishing career paths, best practices, and governance standards.
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Integrated AI-powered platform features such as real-time sentiment tagging, automated content moderation, and bot workflows into client implementation plans to accelerate time-to-value and boost platform adoption.
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Achievement: Standardized execution methodology for Amazon’s five parallel projects—implementing unified governance, risk management, and resource‑allocation processes to improve cross‑team coordination.
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Established and scaled the Project Management function (1→6 PMs), architecting onboarding strategy and cross‑functional collaboration models.
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Delivered enterprise implementations for clients including Facebook, Bank of America, Reuters, UN, BBC, National Geographic, Kennedy Center, and SF Symphony.
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Deployed AI-powered image recognition and metadata tagging workflows for media-rich clients, enhancing search precision and reducing manual curation in DAM environments.
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Directed 10+ annual SaaS implementations (2x enterprise, >$4M, 14+ mo), ensuring on‑time, on‑budget delivery.
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Oversaw technical delivery—data migrations, API integrations, SSO configurations, custom feature dev, and environment provisioning (AWS/Azure/on‑prem).
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Achievement: Rescued a failing Bank of America engagement by introducing Agile processes (backlog refinement, sprint planning, burndown tracking), delivering four custom modules on schedule.
EDUCATION
2012-2013
Master's Degree
KANSAS STATE UNIVERSITY
Master of Science in Adult, Occupational and Continuing Education
4.00 GPA
2005-2009
Bachelor's Degree
GEORGIA SOUTHERN UNIVERSITY
Bachelor of Science in Construction Management with a Minor in Business
3.64 GPA
PROJECT PORTFOLIO
New Cortex DAM for cpimages.com on
14 month Project Duration
25 member Project Team
Over 1,000 end-users
Ingested 6,000,000 assets via sFTP
Live feeds from Reuters Images and other 3rd party sources
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Custom Cortex DAM for Hulu's GreenRoom on
12 month Project Duration
12 member Project Team
Two semi-dependent departments implemented
Custom workflow functionality development (over 1,000hr)
API integrations to DF Studio and Zurb Press Site
Redesign and streamline the Talent Approval process
Updates to Cortex DAM for the BBC
6 month Project Duration
8 member Project Team
Business analysis, requirements gathering and SOW creation
Redesign of key functional areas
Internal system migration of 2,000,000 assets and metadata
Redesign of collections.carnegiehall.org
6 month Project Duration
5 member Project Team
Updates to homepage and functionality
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Updates to Cortex DAM for National Geographic
6 month Project Duration
10 member Project Team
Update assets and associated metadata for two unique instances
Administrator training for Cortex DAM
New MSOW Credentialing Platform On-Prem
12 month Project Duration
20 member Project Team
7 Facility Hospital Healthcare System
Consulting and Administration of CVO (Central Verification Office)
Data Transformations from all Facilities
Administrator and End User Training
New MSOW Credentialing platform On-Prem
18 month Project Duration
20 member Project Team
8 Facility Hospital Healthcare System
Consulting and Administration of CVO (Central Verification Office)
Data Transformations from all Facilities
Administrator and End User Training
New MSOW Credentialing and Apogee Platforms
8 month Project Duration
12 member Project Team
Design of custom workflows for practitioner Credentialing
Development of webcrawls
Training for system administrators
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SOFTWARE
Smartsheet
Adobe Acrobat
Google Suite
Morrisey/Verity's MSOW
Microsoft Project
Microsoft Power Point
Microsoft Excel
Orange Logic's CORTEX
EXPERTISE
TEAM MANAGEMENT
Successful team management begins with knowing the people and the skills and expertise they have. From there, acting as a promoter of the project to promote positivity and the vision of success allow resources to spend energy on solutions rather than problems.
PROJECT DOCUMENTATION
Efficient projects limit the amount of documentation in an effort to deliver the necessary message. Providing well-planned agendas with comprehensive meeting notes, analytics on project progress and informative leadership reports keep the project team moving forward.
SOFTWARE WORKFLOWS
Business analysis is often required when implementing a new piece of B2B software. Reviewing existing processes and uncover gaps in an effort to build improved workflows in the new application. Workflows are planned and remain flexible for minor adjustments during testing.