Rusty Cole

Enterprise Customer Success Manager

I’m an enterprise customer success leader who’s spent the last decade working with complex B2B SaaS environments and global customers. My focus is steady growth through retention, expansion, and clear executive alignment. I’ve owned large enterprise portfolios, led high-stakes recoveries, and helped customers turn platforms into durable systems that support real business goals.

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What Others Have to Say

  • “Rusty was an extension of our team. He understood what we were trying to do and came to meetings with proactive ideas and solutions. His recommendations helped us gain efficiencies and evaluate how we were using the tool and our technology integrations. I would highly recommend Rusty to any organization who is customer-obsessed and wanting to deliver the best customer experiences possible”
    Rayna Nacelerio
    Director of Website Ops, Intuit-Mailchimp
  • “Rusty’s approach to Customer Success is both strategic and tactical. He seamlessly blended his extensive knowledge of our products and services with a keen understanding of each client’s unique needs. This not only resulted in enhanced customer satisfaction but also played a crucial role in driving our revenue growth. His strategic planning skills were evident in how he anticipated market trends and adapted our approach…”
    Asad Ali
    Account Executive, Contentful

A Short Story of Me

During my career I have managed the full customer lifecycle, from onboarding and adoption through renewal and expansion. I’ve worked with five-person startups and Fortune 100 enterprises. Each brings different challenges.

I translate complex technical implementations into business outcomes. I speak the language of the C-suite and the implementation team. I balance relationship building with commercial accountability. When an account is at risk, I build the recovery plan. When there’s expansion potential, I identify it early and work it with my partners.

Outside of work, I’m fascinated by history, AI applications, and strategy games. I’ve lived in Sweden and Siberia, traveled to all seven continents, and met penguins in Antarctica who refused to engage in business discussions.

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Experience & Innovation

AI + Customer Success

Built a custom GPT for B2B Customer Success Managers and Executives. Success plans, QBRs, and onboarding playbooks & more in minutes.

Customer Success

$6M+ portfolios, Fortune 500 clients across complex, multi-stakeholder accounts. Retention, expansion, and renewals from kickoff to close.

Global Experience

I’ve lived in Sweden and Siberia. Customers across six continents, but penguins refused to meet when I was in Antarctica.

Let’s Connect

I’m in Seattle and happy to talk about Customer Success, AI tools for CS teams, or that time I lived in Siberia for six months…that’s a longer story. Reach out anytime.

I specialize in managing enterprise B2B SaaS customer portfolios, driving net revenue retention, leading Executive Business Reviews, and building AI tools for Customer Success workflows.

I’m based in Seattle, Washington. I’m open to remote, hybrid, or global roles and have managed customer relationships across six continents.

I believe Customer Success is a commercial function, not just a relationship function. I balance relationship building with accountability to retention, expansion, and revenue metrics. I treat renewals like the sales events they are and identify expansion opportunities early through discovery and Executive Business Reviews.

I built Customer Success Retriever, a custom GPT designed for B2B Customer Success workflows. It drafts lifecycle emails, success plans, QBR agendas, and executive summaries. I also use Python for data analysis and workflow automation.