Peter Szary

Peter Szary is the Head of Customer Success at Georgian. Prior to Georgian, Peter was the Senior Vice President, Customer Success at Pluralsight from November 2017 to August 2019. Peter was brought in pre-IPO to build a global CX organization and enable growth for this $325M technology learning organization, with specific accountability across Professional Services, Pre-Sales & Support and Customer Success Management. Reported directly to the CRO and member of the Global Sales Leadership Team.

At Pluralsight, Peter established the entire global Customer Experience vision and organization – transformed their CX approach into a world-class, repeatable, low/high/tech-touch strategies that increased Gross Retention to 87%, grew Net Retention to 129%, generated cSAT scores above 94%, and positioned company for successful IPO.

Within 9 months, Peter scaled team from 25 local to 142 global staff in North America, AMEA, India and Australia to support Enterprise, Mid-Market, Government, Multi-National and Digital customer segments. Within first 6 months, devised and implemented a Professional Services monetization strategy that commercialized a $10M run-rate business leveraging both internal and partner consultants. Established clear processes for all customer-facing roles to expand lifetime value (LTV), and introduced an “Enable, Influence & Advise” approach that turned generalists into technology specialists. Created their first unified Voice of the Customer (VoC) program that provided more transparency and highlighted need to pivot the go-to-market strategy to better reflect where customers see most value. Defined the company’s first clear vision, direction and go-to-market CX strategy designed to ignite growth and quickly impact MRR and ARR growth. Introduced customer journey touchpoints for value definition and realization, on-boarding, customer engagement, VoC and customer marketing. Rationalized and distilled a cumbersome analytics dashboard to the most useable data, and introduced reporting that integrated Salesforce, Gainsight, Wrike, Qualtrics, Financial Force, Qlik and Tableau.

Peter Szary received their Master of Business Administration (MBA) in Marketing from NYU Stern School of Business and their Bachelor's degree in Finance from New York University.

Their manager is Simon Chong, Lead Investor, Head of Customer Operations.