Chris Hoag.

Seattle, Washington Customer success & advertising

Chris Hoag.

I lead account growth and customer retention across advertising and enterprise software.

Senior Account Manager at Microsoft Advertising today. Earlier Microsoft programs cut churn 40% quarter over quarter (2018–21) and retained $1.5M in monthly revenue (Microsoft SMC, 2021–22).

Explore the case studies Get in touch

01 / Impact

Customer outcomes at scale.

Selected results from Microsoft Advertising, Microsoft SMC, and Snapchat.

Retention40%

Churn reduction

Quarter over quarter in a Microsoft Advertising SMB program (2018–21), through work with Data Science and Engineering.

Revenue protection$1.5M

Monthly revenue retained

Through an Azure escalation team Chris established in 2021–22 to prevent customer churn.

Global scale100+

Vendor sales organization

Led through Snapchat’s vendor operations in 2022; opened three sites and expanded advertiser coverage.

02 / Case studies

The work behind the outcomes.

Five examples of building customer programs, growing teams, and protecting revenue.

Microsoft Advertising · Retention2018–2021

Reversing SMB advertiser churn

Connected advertiser feedback with data and product decisions when changes to the advertiser experience put retention under pressure.

40%quarter-over-quarter churn reduction
How churn fell 40%

The context

SMB advertiser attrition rose during changes to the platform experience. We needed to understand the causes and protect customer value.

My role

I led work with Data Science and Engineering, brought advertiser feedback into product decisions, and adjusted how new inventory and support were introduced.

What changed

Churn fell 40% quarter over quarter in the program.

Microsoft SMC · Azure revenue protection2021–2022

Turning escalations into retained revenue

Turned a support pattern into a dedicated escalation path for at-risk Azure accounts.

$1.5Min monthly revenue retained
How the escalation team worked

The context

Customer engagement was growing, but unresolved support issues still put high-value accounts and revenue at risk.

My role

I analyzed support patterns, established a six-person escalation team, and gave customer success managers a clearer path to resolution.

What changed

The team retained $1.5M in monthly revenue through churn prevention.

Snapchat · Global SMB operations2022

Building a global SMB vendor sales team

Moved from broad coverage toward specialist support aligned to advertiser goals and regional needs.

100+people in the vendor sales organization
How the organization scaled

The context

A growing global SMB program needed coverage that reflected different advertiser objectives and regional needs.

My role

I combined account analysis with advertiser feedback, organized specialist coverage, and helped open three vendor sites.

What changed

I led a vendor sales organization of more than 100 people with broader regional coverage.

Microsoft Advertising · Team growth2019–2021

Building an in-house SMB success team

Recruited and onboarded an 11-person sales division to give small business advertisers more direct account coverage.

115%of fiscal quota; 30% year-over-year growth
How the team took shape

The context

The SMB program needed an in-house team with consistent coverage and clear ownership of advertiser relationships.

My role

I recruited and onboarded an 11-person division and led its customer success and sales work.

What changed

The team reached 115% of fiscal quota and 30% year-over-year growth. The work earned Microsoft Gold Club recognition.

Sprinklr · Enterprise customer success2023–2025

Connecting adoption and renewal work

Co-led a complex enterprise relationship spanning multiple business units, bringing platform adoption, delivery, expansion, and renewal planning into the same account conversation.

Multi-teamcoordination across an enterprise relationship
How the account work connected

The context

Different business units had different platform needs and stakeholders. Keeping the relationship useful required coordination across those workstreams.

My role

I co-led the enterprise relationship and connected adoption, cross-functional delivery, expansion, and renewal planning.

What this shows

Enterprise customer success depends on a clear account picture and coordinated follow-through across teams.

03 / Experience

A career across the customer lifecycle.

From hands-on account work to large service teams, I’ve stayed close to both the customer and the operating details.

Hospitality & travelAgencyAdvertising platformsEnterprise success
Microsoft AdvertisingCurrent · Since 2025Senior Account ManagerAdvertiser planning, adoption, and account growth

Guide a portfolio of advertiser accounts through planning, product adoption, performance reviews, and cross-team problem solving.

See related work
Sprinklr2023–2025Senior Manager, Customer SuccessEnterprise adoption, expansion, and renewals

Co-led a complex enterprise relationship across multiple business units, connecting platform adoption with renewal planning and longer-term account growth.

See the case study
Snapchat2022Senior Sales Manager, Global SMB AdvertisingGlobal vendor sales organization and specialist coverage

Led a vendor sales organization of more than 100 people across regions, introduced more specialized advertiser coverage, and helped open three vendor sites.

See the case study
Microsoft SMC2021–2022Senior Business Program ManagerAzure customer success operations and escalation design

Within Microsoft SMC, directed Azure customer success programs and established a six-person escalation team to resolve account risk. The team retained $1.5M in monthly revenue through churn prevention.

See the case study
Earlier experience2007–2021
Microsoft Advertising2019–2021Advertising Customer Success Sales ManagerBuilt and led an in-house SMB customer success team

Recruited and onboarded an 11-member sales division to expand SMB account coverage. The team reached 115% of fiscal quota and 30% year-over-year growth, earning Microsoft Gold Club recognition.

See the team-building case study
Microsoft Advertising2018–2019Advertising Vendor Sales ManagerLed vendor account managers and SMB advertiser programs

Led a vendor customer success team of account managers, sales managers, and specialists. Partnered across teams on advertiser adoption and retention initiatives.

See related retention work
Microsoft Advertising2015–2018Senior Advertising Account ManagerStrategic advertiser accounts and industry presentations

Managed strategic advertiser relationships and represented Microsoft Advertising at industry conferences. Exceeded annual revenue targets and earned Microsoft Gold Club and regional recognition.

Point It2013–2015Senior Account DirectorSearch, social, display, and programmatic agency work

Led digital marketing teams and enterprise campaigns, including Microsoft Store work in the United States and Canada. The team grew revenue under management while maintaining client relationships.

TripRes / LasVegasShows.com2007–2012Director of MarketingTravel partnerships, campaigns, and digital commerce

Led marketing and web teams, managed a $12M annual advertising budget, and built partnerships across Las Vegas hospitality and entertainment.

MGM Mirage (now MGM Resorts)2007Leisure Sales & Marketing ManagerTravel partnerships and property sales programs

Managed a $5M leisure sales program and worked with travel partners including Expedia and Alaska Airlines Vacations. Presented MGM properties to travel professionals to support room and package bookings.

04 / Recognition

Recognition for the work.

Individual performance and team outcomes recognized across Microsoft Advertising and Microsoft SMC.

MICROSOFT ADVERTISING

Gold Club

Recognized for account performance and for building an in-house SMB customer success team.

MICROSOFT SMC · FY22

SMC Making a Difference

Team recognition for the Azure escalation work and customer outcomes.

MICROSOFT ADVERTISING

West & Central Mid-Market Focus

Recognition for mid-market account work.

MICROSOFT ADVERTISING

GS3 Americas Player

Recognition for advertising sales performance.

05 / Projects

Built for the questions people actually ask.

StreamingPays turns creator payout questions into a calculator with transparent assumptions.

Explore projects

06 / Connect

Let’s talk about the work.

If you’re building a customer team or hiring for a role across success, partnerships, or advertising, I’d be glad to connect.

Prefer a conversation?

Send the role, a little context, and a few times that work. I’ll reply to coordinate.

Request a time