EXETER, R.I., May 29, 2019—NWN Carousel today announced it has named James Suller as the company’s first-ever Vice President of Customer Success, further cementing Carousel’s commitment to ensuring success throughout every customer touchpoint. In this role, Suller will be responsible for enhancing the company’s Customer Success/Lifecycle Advisory Team and processes, enabling customers to derive significant value from their technology investments, and driving expanded levels of customer satisfaction. He will lead Carousel’s company-wide purpose of being “Customer Success Obsessed” by implementing and ensuring an integrated, consistent, customer-centric approach across all areas of the business.
“Customer experience management has become the new battleground and is now arguably the single most important investment a brand can make in today’s competitive global business climate,” said Jim Marsh, Chief Revenue Officer, Carousel. “James Suller is a proven builder of world-class B2B and B2C customer-focused organizations who has added significant organizational value though his relentless obsession with the customer experience. He is the perfect leader to accelerate and oversee our company-wide initiative to be ‘Customer Success Obsessed’.”
Prior to Carousel, James served as Global Vice President of Customer Success for LexisNexis. In this role, he developed and managed the end-to-end customer experience strategy across multiple products and segments for more than 12,000 customers with $190M in annual revenue.
Prior to LexisNexis, James was Senior Manager of Transactional Support and Customer Service at StubHub, where he worked to maintain higher-than-industry-average NPS of 59 while reducing costs and championing a partnership culture.
“With an impressive and growing customer portfolio of leading brands and a track record of consistently delivering favorable business outcomes, Carousel stands out for its relentless drive and pursuit to deliver successful outcomes for its customers,” said Suller. “I look forward to scaling our incredibly talented customer success teams and services offerings to ensure all customers have the expertise, support, and technical resources to generate greater value and achieve extraordinary levels of success.”
James holds an MBA from the University of Connecticut, as well as a Six Sigma Master Black Belt and several leadership and change management certifications.