Chris Bové

CV: Head of Customer Success

Strategic and outcomes-driven head of customer success teams, leading high-performance results in SaaS, Subscription, and environments ripe for D2C, SMB, and Enterprise B2B. Proven track record in LAER-based strategy that drives net-new customer adoption and complex retention workflows. Scalable success programs with customer segmentation that pivot to meet changing needs, highlight customer advocacy, and prove that CS is a profit lever for EBITDA. 

Gainsight

2025 Series Pulse Training

2024 Series Pulse Training

2023 Series Pulse Training

2022 Series Pulse Training

TSIA

2025 Customer Success Training

- SaaS Revenue through Channel Partners

2024 Customer Success Training

- Tech Providers Proving Business Value

- Growth & Renewals

2023 Customer Success Training

- Partner Success Scores

- New Growth Levers for Success

B.A.: Digital Communication and Media/Multimedia

University at Buffalo

Associate of Science, General Studies

Erie Community College

Avid Technology, 5/2023 - 10/2025

Responsible for building and leading a world-class customer success strategy that drives digital motions in adoption, satisfaction, and long-term retention across a diverse client base. Oversee post-sale customer experience and user onboarding, and ensuring our clients learn the maximum value they can achieve from our products. Passionate about building a customer-centric culture that fuels long-term growth and loyalty, mitigates churn, boosts NRR, and enhances CLV. 

Accomplishments:
- Created Digital CS workflows rescuing $1.2m from impending churn
- Strategy change in retention campaigns increased reply-rates from 2% to 18%
- Training of Digital CS team in new de-risk strategies increased rescue rates in 2023 from 48%-75%, and in 2024 from 75%-90%

- Took over leadership of Web Store and Community teams during MOR transition
- Recognized by two CEOs for invaluable contributions to products and their onboarding

Avid Technology, 9/2021 - 5/2023

Lead the strategy and day-to-day engagement for Avid's Pro Audio, Pro Video, and Notation & Scoring user communities and social media properties. Manage a team of experts that provide education, guidance, and support for members of these sites and all B2C customers. 

- Highest NPS-scoring manager in the customer division

- Retention up 11% by modernizing initial product adoption email campaigns. 

- De-risking hundreds of customers per month. 

- Through proactive playbooks for 1:1 customer contact through community motions, adoption time-to-value cut in half. 

- Retention tactics in proactive reach-out through online community segmentation decreases churn of certain cohorts by up to 15%. 

- Transparency of issues and reporting of customer save-plays to senior leadership. 

- Figma of workflows to increase efficiency of touchpoints. 

- Outcome-oriented construction of playbooks for team strategies in customer advocacy.  

- Capture and track all customer insights and present to product teams.

Always Editing (Present)

Head writer, producer, editor of films, TV shows, documentaries, shorts and commercials.

   - Writing, script editing and story editing

   - Music scores and compositions

   - Audio recording, mixing and delivery

   - Animations and graphic elements; archive image restorations

   - Finished project delivery, promotion and hosting

   - Building and maintenance of edit systems  

Writer, Producer and Director of educational webinars, video journals and blogs.

   - On site trainer and web trainer of postproduction workflows

   - Example: (LINK)  

Masterclass presenter, speaker, guest teacher and consultant

   - Lead presenter at editorial master classes

   - Guest presenter/teacher at colleges

   - Curriculum creator/writer for colleges and high schools​

Buffalo Toronto Public Media, 8/1998 – 9/2021

Head of editorial content creation for national and regional productions, full-length and short-format productions, educational television programs, digital and social content. Managed our YouTube channel and content to be as monetizable as possible, despite strict restrictions as a 501c3. 

Duties include editor, writer, producer, associate producer, sound mixer, music producer, videographer and disc-based media author. Served as lead director for live broadcasts.

   - End-to-end understanding of how to create stories with video and sound

   - PBS and NPR broadcast workflows

   - Digital productions for on-demand viewing

   - Creation of materials for grants and proposals

   - Equipment research, purchasing and maintenance

   - Script and story editing

   - Online, color correction and packaging for national distribution and DVD authoring  

Accomplishments

   - Creation and leadership of production internship program

   - Creation of live TV studio educational materials

   - Creation of educational materials for digital productions

Manager, trainer, tape technician and cashier at video rental store chain.