Mark C. Thomsen

Mark C. Thomsen has over 13 years of experience in customer success and brand protection. Mark C. began their career in 2008 as a Brand Protection Supervisor at OpSec Security, where they led over 1000 investigations relating to Intellectual Property Rights for more than 140 clients. Mark C. also reached out to the largest global online marketplaces to educate them on IPR infringement on behalf of clients, resulting in the elimination of continued IPR infringement within 8 weeks across all platforms. In addition, they partnered with law officials and FBI to initiate test purchases to compile evidence and establish chain of custody in sale of counterfeit merchandise on behalf of clients, achieving permanent removal of identified sellers.

In 2016, Mark moved to PhishLabs as a Service Delivery Manager of Brand and Domain. Here, they standardized the client intake process for proprietary search software, reducing FTE from 1 day to less than 2 hours per client with noticeable error reduction. Mark C. also developed Asia Pac, Canada, Northeast USA, and Philippines team communication channels to include work group and region classification, results furnishing enhanced transparency for leadership and doubling internal knowledge transfer rate. In the same year, they were also promoted to Senior Client Success Manager, where they managed a team of 25 in expansion of counterfeiting work and integrated R&D into the infrastructure, resulting in a 25% growth of the book of business.

In 2020, Mark joined Cradlepoint as a Customer Success Manager. Mark C. was recruited to build up CSM staff and rollout IPO and customer success infrastructure. Mark C. managed a portfolio of 15 global brands and cultivated internal and external relationships to drive broader adoption and deployment of target initiatives, with a client retention rate of 93%. Mark C. also conducted client analysis to identify gaps while strengthening existing partnerships, making 1-2 on site visits each year.

Currently, Mark is a Sr. Customer Success Manager at Particle, a role they began in 2022. Mark C. engages with customers weekly to identify improvement gaps within implementations, and plans to scale up revenue by 10% by the end of the fiscal year. Mark C. also cultivates the product life cycle process by proposing solutions and collaborating with technical engineers to resolve technical issues. Furthermore, they train customers on new and underutilized platform features to optimize implementation, introducing new features to at least 15-20 people each month.

Mark C. Thomsen obtained a Bachelor of Arts from Boise State University with a major in Communication and a minor in Training & Development. Additionally, they obtained a Cradlepoint Certified Network Professional (CPCNP) certification from Cradlepoint in February 2020.