Randy Spriggs

Bilingual (French & English) professional with extensive experience in SaaS, B2B, retail, sales, customer service, and technical expertise. My academic background enhances my understanding of customer behavior, allowing me to anticipate needs, navigate dynamics, and create culturally aware solutions. Rooted in kindness and mindfulness, I turn frustrated customers into loyal advocates.

I excel in fostering relationships, driving retention, and aligning customer goals with company objectives. Known for troubleshooting complex issues and delivering exceptional service, I specialize in strategic onboarding and success frameworks that ensure seamless transitions from sales to service.

I collaborate with product, sales, and engineering teams, refining processes with data-driven insights. Focused on transparency, I ensure customers maximize product value and remain engaged long-term. I advocate for the customer internally, ensuring their voice is reflected in product and process improvements.

With experience in CRM platforms like Salesforce, Intercom, and JIRA, I manage key performance metrics and progress. I’m committed to delivering top-tier service and helping customers succeed, whether guiding a new customer through onboarding or enhancing an existing client’s experience.

As a Customer Success and Onboarding Manager at Retention.com, I guided customers through onboarding, collaborated on technical setups, and trained them to maximize subscription value. I built strong relationships, conducted Quarterly Business Reviews, and identified upsell opportunities to drive retention.

At Moka Financial Technologies, I handled thousands of support tickets monthly, ensuring timely resolutions while collaborating with product teams to relay customer feedback. I took pride in anticipating potential concerns for long-term satisfaction.

I worked closely with the CEO, CMO, and COO to prioritize customer insights and refine processes, including implementing a chatbot for better customer interactions. Additionally, I managed the creation of support tickets, optimizing workflow and issue resolution.

Described as personable and dedicated, I’m recognized for my communication skills, problem-solving, and deep product knowledge. I foster a collaborative, human-centered environment, ensuring clients and colleagues alike feel heard and valued. Passionate and hard-working, I’m not looking for just another job but rather a career to grow, thrive and make an impact in.

I’m a bilingual Customer Success and Implementation Specialist with over 5 years of experience in SaaS, onboarding, and client success. I’ve led end-to-end onboarding processes, trained clients on digital tools, and managed multiple accounts simultaneously. I’ve worked in fast-paced startups, built processes from scratch, and helped clients achieve full product adoption while maintaining high satisfaction and retention.

I studied Psychology and Sociology at Concordia University, which strengthened my communication, problem-solving, and people-focused approach—skills I’ve applied throughout my career in onboarding, implementation, and customer success.