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BW

Brandon Williams

Remote, On-site · Full-time, Part-time, Contract

Fountain, CO

I build strong relationships with customers while turning those relationships into measurable business outcomes. I focus on helping teams deliver experiences that make customers feel supported, understood, and confident—while driving growth for the business.

Technology

Tools and technology

Customer Success & RetentionCRM PlatformsCross Functional LeadershipClient Onboarding & ExperienceKPI DashboardsCoaching & Team DevelopmentRelationship ManagementCRM ToolsOperation ManagementCustomer Growth & Lifetime ValueRetention StrategyCustomer Experience (CX)SALESFORCEEHR/EMRMS OFFICE SUITEDECARTESPROACTISNICE CXONE

Quick Stats

At a glance

Location
Fountain, CO
Work
Remote, On-site
Employment
Full-time, Part-time, Contract

Experience

Recent roles and impact

Operations Manager (Customer Success & Operations)
Rotech Healthcare
May 2024
  • Drove $833K revenue growth (+16%) and added 571 new patients by strengthening referral partnerships and improving onboarding
  • Partnered closely with Account Executives and referral sources (hospitals, clinics, PCPs) to improve patient pipelines, making onboarding smoother and retention stronger
  • Built trust with referral partners, improving long-term relationships and consistency of patient flow
  • Supported a $5M+ healthcare business unit serving 2,900+ patients, ensuring a consistent, reliable customer experience
  • Improved how new clients are welcomed and supported, which boosted retention
  • Maintained 88% employee retention through coaching, mentoring, and supporting team growth, leading to more consistent customer experiences
Director of Customer Success & Operations (Multi-Site)
F45 Training
Sep 2019 — May 2024
  • Reduced churn from 18% → 4.5% (-75%) by helping customers feel heard, supported, and consistently engaged
  • Maintained 4.9–5.0 customer satisfaction ratings while supporting 150+ customers daily
  • Increased lead conversion from 39.8% → 81.3% (+104%) by improving the customer experience and how the team engaged with clients
  • Converted 60% of high-ticket clients into recurring memberships, increasing long-term customer value
  • Generated $500K+ in upfront revenue within 12 months (avg. deal size: $849)
  • Achieved a 50% close rate on high-ticket programs
Director of Customer Success & Operations
Dynamic Fitness Management
Nov 2013 — Aug 2019
  • Increased customer retention by 15% and satisfaction metrics by 20% through process improvements and more personalized support
  • Consistently delivered 103%+ of revenue targets while keeping customer experience at the forefront
  • Improved team performance by 30% and retention by 15% across 50+ employees through coaching and development
  • Mentored 10 Personal Trainers into Elite Trainers, with 3 promoted to Director roles, demonstrating strong talent development
  • Received Sales Excellence and Mentorship Awards for driving growth, developing talent, and exceeding revenue targets
  • Promoted 4 times in 6 years by driving team success and improving both customer and business outcomes