Chris Bové

CV: Head of Customer Success

Strategic and outcomes-driven Head of Customer Success. 

Customer-centric leader of high-performance teams that deliver results in D2C, SMB, and B2B. Proven track record in LAER-based frameworks that drive campaigns of net-new customer adoption through complex retention workflows. Upgrade from LAER to LASER for User Success strategies. Scale lifecycle success programs to meet each cohort's needs, and constantly reexamine segmentation and actively pivot throughout the year. 

Champion of customer advocacy. 

Gainsight

2025 Series Pulse Training

2024 Series Pulse Training

2023 Series Pulse Training

2022 Series Pulse Training

TSIA

2025 TSIA Customer Success Training

2024 TSIA Customer Success Training

2023 TSIA Customer Success Training

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%
• De-risk strategies increased rescue rates from 48%-75% (2023) and 75%-90% (2024)
• Took over leadership of Web Store and Community teams during MOR transition
• Recognized by two CEOs for invaluable contributions to customers

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
• Drove retention up 11%, modernizing product adoption campaigns
• Led User Success team and playbooks, 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

12/2010 - Present

Founder and head of a media service company with 15 years of experience managing client relationships, digital programs, and helping large-scale clients realize success goals to achieve real-world results. End-to-end workflows in content creation for broadcasters, medical, health & wellness, and educational clients. 

• Content creation for broadcast and theatrical clients.
• Top-of-industry scaled project management and delivery.
• A builder mindset, bringing structure, speed, and clarity to ambiguous problems.
• Strong sense of ownership and urgency. Outcome-oriented and scrappy.

Head of education and content creation.

• Creating and deploying webinars, video journals, blogs.
• On site trainer and web trainer of postproduction workflows.

Masterclass presenter, speaker, guest teacher, and consultant.

• Lead presenter of editorial master classes
• Guest presenter, public speaker, teacher at colleges
• Curriculum creator & writer for colleges and high schools​

Buffalo Toronto Public Media (PBS and PBS Digital)

8/1998 – 9/2021

Creative and detail-oriented digital media and video production professional. Head of editorial on national projects and digital delivery. Delivering top quality outcomes for PBS national broadcasts through understanding the destination market, project management, and scaled implementation. Strong focus on client satisfaction and relationship management.

• Client delivery of editorial content creation for national and regional productions, full-length and short-format productions, educational television programs.
• Creator of digital and social content, and management of YouTube channel and content for monetization.

Senior 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
• Digital productions for on-demand viewing
• Creation of materials for grants and proposals

Accomplishments

• Creation and leadership of production internship program
• Creation of live TV studio educational materials
• Creation of educational materials for digital productions