CUSTOMER SUCCESS & REVENUE LEADERSHIP
I’m Marcus Heygster. I help B2B technology customers find lasting value, and help teams turn that value into retention and growth.
15+ years in customer success, account management, and renewals. A hands-on leader with a focus on the people behind every account.
Pensacola, Florida • B2B technology & services
Average revenue retention
Annual customer retention
Global customer accounts
Annual recurring revenue managed
Retention averages achieved over multiple years across maintenance/support and SaaS subscriptions.
EXPERIENCE THAT CONNECTS THE DOTS
From building a proactive renewals function to navigating complex enterprise agreements, my work connects customer priorities with business outcomes.
Account Manager II, Digital Transformation
I manage technology, IT services, and workplace services accounts, coordinating specialists and operational teams to deliver on commitments and support retention and growth.
Regional Sales Manager, Coastal Region
Led and coached 26 account executives across three Southeast teams through three supervisors, with a focus on forecasting, customer execution, and team development.
Director, Account Management & Renewals
Built and led a five-person account management team supporting 2,400+ global accounts and $4.8M in annual recurring revenue, while personally managing the top 50 accounts.
HOW I WORK
My approach combines servant leadership with the structure teams need to execute: clear account plans, early risk identification, and consistent follow-through.
Understand stakeholder needs, adoption barriers, and service issues so the account plan reflects what matters to the customer.
Use customer outreach, product usage, and support history to surface risk early and bring the right people into the conversation.
Coach account managers, strengthen forecast discipline, and coordinate across teams to turn commitments into delivery.
A FOUNDATION FOR LEADERSHIP
Stevens-Henager College · 2004
Strategic leadership, coaching, communication, and organizational management
Oracle RISE CRM · Salesforce
Microsoft Dynamics
Renewal strategy · Forecasting
Negotiation · Risk & escalation management
LET’S CONNECT
Let’s talk about customer success, account management, and renewals leadership.