Brandon Williams

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.

Location

Fountain, CO

Work

Remote · On-site

Employment

Full-time · Part-time · Contract

Technology

Customer Success & RetentionCRM PlatformsCross Functional Leadership

Experience

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

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

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