Jp Valery

Raccoon

Jp Valery

Raccoon
/work

Work

Customer Success Engineer at Resend. I've spent over a decade helping people do more with email, as a sender and as a vendor: leading customer success teams, building growth functions, and marketing games.

Experience

2014—now
  1. 2025—now

    Resend

    Email API for developers

    1. Customer Success EngineerFeb 2025—now

      • Employee #13. Owned the customer experience through hypergrowth: 5k → 130k+ paying customers, ARR up 15x, and tickets 200 → 1,500+/week
      • Built an AI support agent from scratch (intent, classification, tool use, and replies) with custom evals and benchmarks; resolves ~25% of conversations
      • Cut resolution time by 70% and held first-response SLAs while ticket volume grew 7x, consistently at 2–4x the throughput of peer CSEs
      • Closed the loop with Engineering through recurring deep dives, demos, and Feedback Friday, a weekly customer-feedback newsletter
      • Shipped product code directly (rate-limit automation and support tooling) and helped hire and onboard the support team
  2. 2021—2025

    Customer.io

    Messaging automation platform

    1. Success Team Manager, Mid-MarketMay 2023—Feb 2025

      • Led a global CS team of up to 17 direct and indirect reports across 4 continents: 100% retention and 7 promotions in 12 months
      • Owned ~80% of CS-covered accounts ($40M+ ARR) at 115% team NRR, 130% on my own book
      • Doubled Scale segment coverage with no added headcount through webinar programs and automation
      • Built Next.js automations and Gong, Planhat, Slack, and Zendesk integrations saving 2,000+ team hours a year
      • Automated account assignment with suggestions by region and book load, replacing a manual, Director-gated process

    2. Customer Success Team LeadJan 2022—May 2023

      • Led the Vitally → Planhat migration; coached CSMs to 120% team NRR while carrying the largest book among leads at 140% NRR

    3. Customer Success ManagerApr 2021—Jan 2022

      • Managed 50+ strategic accounts at 145% NRR (vs. 110% target)
  3. 2020—2021

    Local Logic

    Location intelligence for real estate

    1. Manager, Growth OperationsFeb 2020—Feb 2021

      • Built the Customer and Growth functions supporting an $8M Series A
      • Implemented a GTM stack cutting costs 60%, doubling activation rate, and halving time to activate through automated user journeys
  4. 2018—2020

    LANDR

    Music creation platform

    1. Growth ArchitectOct 2019—Feb 2020

      • Technical lead for Customer Experience and Monetization; ran messaging operations delivering 10M+ emails and 12M+ in-app messages a year

    2. Customer Success Specialist → ManagerAug 2018—Oct 2019

      • Migrated customer messaging from Intercom and Appcues to Customer.io; cut campaign deployment time by 85%
      • Implemented ML-driven churn prediction, reducing churn by 15%
  5. 2014—2017

    Gameloft

    Mobile game publisher

    1. Community and product marketing2014—2017

      • Built the email program from scratch to 500k+ subscribers, then led global product marketing for mobile launches (40M+ downloads)
Full resume ↗