Todd Smith

Customer Success Executive

Todd Smith

Customer Success Executive

Customer Success Leadership

Leading customer success and retention at Lightspeed DMS as Vice President, overseeing implementations and lifecycle management while consistently maintaining GRR between 90–97% and NRR between 100–105% across complex dealer management software markets.

Operational Transformation

Transformed implementation operations at CDK Global by establishing predictable go live processes and improving on time delivery across more than 300 annual implementations, strengthening operational discipline and improving financial forecasting accuracy.

AI and Revenue Optimization

Leveraged AI and automation initiatives to improve resource allocation, reduce stranded capacity by 10%, and implement predictive customer sentiment monitoring while previously resolving a major accounts receivable crisis by recovering 80% of outstanding balances.

Customer Success Leadership

Leading customer success and retention at Lightspeed DMS as Vice President, overseeing implementations and lifecycle management while consistently maintaining GRR between 90–97% and NRR between 100–105% across complex dealer management software markets.

Operational Transformation

Transformed implementation operations at CDK Global by establishing predictable go live processes and improving on time delivery across more than 300 annual implementations, strengthening operational discipline and improving financial forecasting accuracy.

AI and Revenue Optimization

Leveraged AI and automation initiatives to improve resource allocation, reduce stranded capacity by 10%, and implement predictive customer sentiment monitoring while previously resolving a major accounts receivable crisis by recovering 80% of outstanding balances.

Todd Smith leads customer success operations at Lightspeed DMS, where he combines deep expertise in customer adoption with operational excellence to drive retention and growth. He approaches customer success differently than most executives because he understands how customers actually adopt and use technology, not just how to manage relationships after implementation.

Biography

Todd Smith leads customer success operations at Lightspeed DMS, where he combines deep expertise in customer adoption with operational excellence to drive retention and growth. He approaches customer success differently than most executives because he understands how customers actually adopt and use technology, not just how to manage relationships after implementation.

Todd has demonstrated crisis leadership capabilities by stepping into complex operational challenges and leading cross-functional teams to successful resolutions. He combines this hands-on problem-solving approach with strategic adoption of AI and automation to drive efficiency and improve customer outcomes. This ability to solve high-stakes problems while building for the future demonstrates his value as both an operator and a strategic leader.

His career reflects a unique evolution from understanding how people learn and adopt technology to building the operational infrastructure that enables customers to succeed at enterprise scale. He spent over a decade in call center operations, serving Fortune 500 clients, where he developed entrepreneurial solutions that supported major enterprises. This experience taught him that successful customer relationships depend on adoption, not just implementation. He later applied this insight in SaaS environments, transforming implementation processes and dramatically improving the customer experience across large-scale operations.

Todd leads through operational excellence combined with genuine customer advocacy. Rather than managing customer success reactively, he builds predictive frameworks that identify and resolve issues before they impact business outcomes. His global team leadership experience spans multiple continents, and he operates effectively within private equity portfolio companies where board accountability drives decision-making. He believes customer success should be a growth engine that creates value for both customers and the business.

Todd holds an MBA from Colorado State University and recently completed the Pavilion CCO School. He is a Six Sigma Green Belt and maintains several professional certifications in leadership and performance management.