Chris Bové

CV: Head of Customer Success

Award-winning leader and advisor of high-performance Customer Success teams that deliver outcomes in D2C, SMB, and B2B. Expert strategist in Customer Enablement, in aligning CS + Digital CS, in Communities, and in increasing cross-team influence to achieve results in value realization. Running LAER-based frameworks that drive campaigns of net-new customer adoption through complex retention workflows. Scaling lifecycle success programs to meet each cohort's needs. 

Known for collaboration and a problem-solving approach that translates customer goals into practical models. Expert in content creation, workshops, and presentations. Strong believer in discovering new impacts through experimentation. Relationship builder, coaching customers to success with honesty and integrity. 

• Vision, strategy & development 
• Community platform leadership 
• Digital strategy for CS engagement 
• Customer Enablement
• Product adoption & advocacy 
• Impactful community discussion 
• Cross-functional leadership 
• LMS Content & curriculum 
• LAER leadership 
• Program management 
• Brand evangelism 
• Propensity modeling 

Founder & Principal Consultant

Always Editing, 10/2025 - Present

Consulting expert on CS + Digital CS + Communities and how they share outcomes. LAER strategy on adoption influencing retention and tying self-guided onboarding to learning. 

• Consulting on proving value in SaaS product offerings to boost product adoption through in-app, AI-led training, building AI responsiveness to interface screen grabs, and providing automated curriculum replies to LLM inquiries.
• Consulting on communities to increase engagement, support deflection, and creating a B2B enablement hub. 
• Consulting on proving Community value through activity metrics, and how sharing infrastructure shares outcomes.  
• Consulting on leveling-up community impact metrics to better service OKRs and strategic business outcomes. 

Manager, Digital Customer Success, CSM, Community

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

Manager, Online Communities, Customer Success

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 touch points
• Outcome-oriented construction of playbooks for team strategies in customer advocacy
• Capture and track all customer insights and present to product teams.

Founder & Principle

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​

Senior Editor

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

Customer Success Management:

Gainsight; TSIA; Qualtrics; Salesforce; DOMO; Looker, Braze 

Community Management:

Khoros; Discourse; VBulletin; Circle, Gainsight; Centercode; Hootsuite; SproutSocial 

Avid Technology Management:

Workgroup Management; Community Moderation & Customer Support; Product Adoption & Onboarding 

Process Management:

Six Sigma

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

Editorial Training:

Florentine Films: Editing for Documentaries

Sheridan College: Advanced Editing Techniques

Universities

B.A. Digital Communication and Media/Multimedia

University at Buffalo

Associate of Science, General Studies

Erie Community College

Having spent the last several years as a results-driven head of Customer Success teams, I've led high-performance strategy and execution in SaaS, Subscription, D2C and B2B environments. 

These digital and human-first CS teams have a proven track record in LAER strategy. We have driving net-new customer adoption & onboarding, expansion, and complex retention workflows through scalable success programs that highlight customer advocacy, proving that Digital CS is a profit lever, even for companies who track financials using for EBITDA.

Customer-Centric Culture

Being passionate about fueling long-term growth and loyalty only goes so far. It's not until the culture in a company changes will CS truly shine. The first step in this direction is to get skilled in syncing customer needs with business goals. This mitigates churn, boosts NRR, and enhances CLV. 

• Construct the best possible ecosystem for this to thrive
• Create cross-functional agendas with teams in Product, Customer, and Marketing to deliver best-in-class customer/user experiences.
• From scratch, build, train, and direct teams to create and maintain revenue retention, even in industries and cohorts experiencing downturn. 
• Drive empathy-first performance models to help those teams throttle success through touch points driven by the customer’s actions.
  

Accomplishments

• Highest NPS-scoring manager in the customer division.
• 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%.
• Recognized by two CEOs for invaluable contributions to products and their onboarding.