Devon Thompson
Kingston
Summary
A dynamic and results-driven Customer Experience leader with a proven track record in customer onboarding, digital engagement, and scalable experience strategies. Adept at designing and optimizing customer journeys, onboarding frameworks, and digital-first engagement strategies to enhance self-service success, drive adoption, and maximize customer retention. Skilled in cross-functional collaboration with Professional Services, Partner Success, and Product teams to deliver seamless onboarding experiences that accelerate time-to-value.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Director, Customer Experience
Coveo
01.2023 - Current
- Optimized the Community Portal as a Customer Support & Case Management Hub, reducing customer frustration and increasing case deflection through self-service engagement strategies.
- Led the Digital Engagement Strategy to enhance self-service through Coveo Connect, implementing scalable, data-driven initiatives that improve onboarding, product adoption, and customer satisfaction.
- Developed Tech-Touch Programming to strengthen customer relationships, enabling internal teams to focus on value-added conversations, driving growth, retention, and experience enhancements.
- Spearheaded Voice of the Customer (VoC) Programs, capturing and analyzing customer feedback to align onboarding and support strategies with audience needs, fueling continuous improvements.
- Collaborated with Product Marketing & Product Management to align onboarding and customer journey initiatives with product releases, ensuring brand awareness, clear communication plans, and success criteria.
- Led Incident Response Communications, ensuring clear, empathetic, and compelling messaging to customers during service disruptions.
- Directed UI/UX Enhancements for the Community Platform, improving usability and aligning the experience with best practices in customer journey mapping.
- Mentored & Developed Teams, fostering a culture of innovation, continuous learning, and collaboration in customer experience and onboarding initiatives.
- Championed Strategic Resource Allocation & Planning, implementing innovative approaches to scale customer success and onboarding programs effectively.
Director, Customer Success Operations
Coveo
01.2021 - 01.2023
- Directed strategy for customer success tools, systems, and processes to scale team responsibilities and customer journey management
- Spearheaded evaluating, implementing, and optimizing cutting-edge tools and processes, enabling the Customer Success team to scale processes while maintaining high service quality
- Cross-functional collaboration to ensure our tools are aligned with customer needs and organizational goals, driving efficiency and enhancing customer satisfaction
- Defined and executed department-level OKRs, ensuring alignment with organizational goals and maximizing team performance
- Senior leadership collaboration on measurable objectives and key results (OKRs) for the Customer Success department
- Fostered a high-performance culture by empowering team members to contribute meaningfully to OKR achievement
- Leveraged advanced analytics to identify areas for improvement, such as operational bottlenecks or opportunities to enhance customer outcomes
- Delivered comprehensive presentations to senior leadership, facilitating strategic decision-making and ensuring data integrity across all reporting platforms
Director, Customer Success
Coveo
01.2020 - 01.2021
- Collaborating with senior leadership, aligned Customer Success (CS) strategy with company-wide objectives to define and execute strategic goals
- Led teams toward achieving key results (OKRs), ensuring alignment with organizational priorities and fostering a high-performance culture
- Through customized training plans, I developed and coached team members through onboarding programs and mentorship initiatives, enhancing their ability to deliver exceptional customer experiences while driving product adoption and customer retention
- Leveraged data-driven reporting to analyze customer experience insights, assess team performance, and deliver actionable insights to senior leadership, driving continuous improvement in processes and customer outcomes
- Improved customer engagement strategies through customer journey mapping, advocacy programs, and collaboration with Product Management, ensuring alignment with product development and lifecycle improvements to meet customer needs
Director, Customer Services & Success
Stantive Technologies Group
01.2016 - 01.2018
- Led Customer Services & Success teams, delivering exceptional service, focused on value and outcome management, and driving customer satisfaction through efficient case management, issue resolution and proactive support strategies
- Implemented scalable processes and team training programs to enhance operational efficiency, technical expertise, and customer-centric best practices
- Collaborated with cross-functional teams to align customer feedback with product enhancements, driving adoption, renewals, and long-term customer loyalty
- Monitored and improved key performance indicators (KPIs), achieving measurable customer satisfaction and team productivity gains
Education
Strategic Account Management & Client Development
Schulich School of Business
Toronto, ON05-2014
Project Management
St Lawrence College
Kingston, ON10-2011
Developmental Services
St Lawrence College
Kingston, ON05-2008
Skills
- Customer Onboarding & Adoption Strategy
- Digital Experience & Omnichannel Engagement
- Scalable Self-Service Success Programs
- Customer Journey Mapping & Process Optimization
- Community Engagement & Digital Enablement
- Cross-Functional Leadership & Stakeholder Collaboration
- Voice of the Customer (VoC) & Data-Driven Decision Making
- Automation & Technology-Driven Scale Initiatives
- Critical Response Management
Accomplishments
- Drove significant community growth, adding 1,344 net new users in April 2024 and achieving a 33% month-over-month new user growth rate since April'24.
- Increased monthly active user engagement, with 563 additional logins since September 2024, enhancing community participation and self-service adoption.
- Launched line-of-business-specific user groups in November, fostering targeted engagement and knowledge-sharing. Grew group membership to 244 total members, with an impressive 55.41% month-over-month growth rate.
- Strengthened self-service success by expanding community-driven support mechanisms, increasing customer engagement, and reducing reliance on assisted support channels.
- Coveo Customer Experience & Support Outstanding Partnership Award 2024
- Coveo MVP Club Award 2021: Customer Success
Certification
- Forrester Customer Experience Certification - in progress
- Advanced Leadership & People Management
- Leadership & Development
- Strategic & Operational Communications
- Knowledge Centered Service (KCS)
- Customer Experience Professional Association
- Adult Training Certification
- Data Storytelling Certification
- Mental Health First Aid Course
Timeline
Director, Customer Experience
Coveo
01.2023 - Current
Director, Customer Success Operations
Coveo
01.2021 - 01.2023
Director, Customer Success
Coveo
01.2020 - 01.2021
Director, Customer Services & Success
Stantive Technologies Group
01.2016 - 01.2018
Strategic Account Management & Client Development
Schulich School of Business
Project Management
St Lawrence College
Developmental Services
St Lawrence College
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