Turning customer signals into action.

Experience at scale

Doug Prehodka has managed strategic customer relationships and led Customer Success teams supporting large enterprise portfolios. His experience includes executive-level engagement, adoption planning, renewal risk, escalation management, onboarding coordination, professional services alignment and cross-functional problem solving.

Selected outcomes

• Led Customer Success programs supporting approximately 112% net revenue retention.
• Managed a team of CSMs across a multimillion-dollar enterprise customer portfolio.
• Built and used customer health frameworks, tiered engagement models and repeatable operating playbooks.
• Worked directly with C-level and senior stakeholders during QBRs, escalations and renewal-risk situations.
• Improved the ability to identify and address churn risk earlier through structured customer signals.

Operating principles

Make risk visible early. A customer problem discovered at renewal is not a renewal problem. It is usually a signal-management problem that started months earlier.

Separate activity from value. Login counts and meeting cadence can be useful signals, but they are not substitutes for customer outcomes.

Give CSMs a system they can actually use. Process should reduce ambiguity, not create administrative fog.

Escalate with ownership. The customer should know who owns the issue, what happens next and when they will hear from the team again.