Experience
Resume
Brennon Spence
Summary
GTM and customer operations leader in B2B SaaS — building pipeline infrastructure, driving product adoption, and automating workflows across the full customer lifecycle. Quota-carrying, AI-native, and hands-on from outbound sequencing and discovery through retention and expansion. Currently deploying AI agents and running GTM programs as a team of one.
Experience
Support Operations Lead
Novi Connect · May 2024 – Present
- —Sole operator across support and GTM — managing hundreds of monthly inbound requests while running outbound pipeline generation, churn reduction, and adoption programs.
- —Run outbound GTM experimentation in Apollo and HubSpot: email sequencing, messaging iteration, ICP targeting, and early-funnel pipe generation.
- —Deployed AI support agent handling ~40% of inbound volume, cutting response times and freeing capacity for pipeline work.
- —Lead discovery and solutioning calls for AI Shopping Optimization, validating fit, progressing prospects, and driving expansion revenue.
- —Host enablement webinars (30+ attendees) accelerating product adoption and pipeline velocity.
- —Primary escalation point: diagnose issues, file bugs in Linear, coordinate cross-functionally with Product and Engineering on resolution.
- —Built workflow automations reducing manual triage ~40%, maintaining service quality while scaling GTM execution.
Marketplace Operations Specialist
Novi Connect · Aug 2023 – May 2024
Contractor (Part-Time) Aug 2023 – Jan 2024 · Full-Time Feb 2024 – May 2024
- —Managed full order lifecycle across ~50+ retailer accounts: chemical shipments, freight, and vendor coordination.
- —Built automated tracking systems in Google Sheets, improving cross-functional visibility and reducing manual updates.
- —Created scalable ops processes enabling volume growth without additional headcount.
- —Supported retailer-facing programs and downstream sales enablement on long-lead logistics.
Customer Experience Specialist
Oliver Space · Dec 2021 – Mar 2023
- —Maintained 96% CSAT through refined workflows, feedback loops, and proactive issue resolution before escalation.
- —Analyzed 16,000+ interactions to surface UX gaps and deliver actionable patterns to Product and Engineering. Reduced repeat issues ~25%.
- —Built feedback loop routing voice-of-customer and CSAT signals into product roadmap prioritization.
- —Created onboarding materials in Notion and Tango, cutting new hire ramp ~35%.
Skills
Education
William Jessup University
MBA, Cum Laude, 2021 — 3.7 GPA · Top 7.5% in Capsim Business Strategy Simulation · Focus: Operations Strategy, Analytics, Business Systems
B.S. in General Business, 2020 — Minor: Bible & Theology · Emphasis in Business Analytics
Certifications
- Google Analytics Certification — Coursera, 2023
- Advanced SQL Bootcamp — Udemy, 2022