Mark Russell

Mark is the founder of the Business Relationship Group providing Leadership Development programs for managers, teams and individuals, Customer Success & Engagement strategies, mentoring, and coaching. He is a Gallup Certified -Strengths Coach and a Certified Facilitator for the 6 Types of Working Genius. He focuses on the evolution and transformation of both the individual and their organizations in achieving their vision and goals. Mark has 40 years of business experience, focused on business solutions improving customer productivity and efficiency, using best of class software and services in a variety of individual and leadership roles, always with an eye on revenue. Mark spent 33 years with global organizations such as Oracle, IBM, Pearson Education, along with early-stage organizations in business development and customer engagement roles. Mark sits on the board of the University of Dayton Alumni Association and has been a student mentor in the School of Business Administration. He volunteers with The First Tee – Colorado Rocky Mountains and frequents the Music Theatre scene with his bride of 42 years.

Chris Terranova

As our current Chief Operating Officer, Chris Terranova brings a distinguished career marked by exceptional leadership, strategic operational transformation, and significant financial impact. Most recently, as President and COO at Nicklas Medical Staffing, Chris spearheaded a strategic plan, boosting market share by 20% and net profit margin by 25% through optimized budgeting and cost reduction. His tenure also saw a data-driven operational framework reduce costs by 10% and scale the company by 90% year-over-year. Previously, as VP of Customer Care & Customer Support at Amplify Education, Chris transformed infrastructure, dramatically improving CSAT from 83% to 93% while handling over 250,000 tickets annually and cutting resolution time from three days to six hours. He drove organizational growth, increasing productivity by 23%, and established a product-agnostic customer care organization, managing a $25M+ budget and 600+ resources. Chris also developed a robust logistics data process for over $200M in physical materials, cutting error rates by 20% and saving $3.5M in 18 months, boosting operational efficiency by 16%. A key contributor to Amplify Education's explosive growth from $70M to $600M in 5 years, he demonstrated expertise in scaling operations, managing large budgets, and fostering cross-functional collaboration. Earlier, at Pearson, PLC, as Director of Customer Experience and Professional Services, he honed his ability to elevate customer experiences, drive relationship evolution, and contribute to substantial annual product revenues via strategic service delivery and technology adoption. With a strong foundation in business administration and education, an MBA, and certifications in Project Management and Customer Success, Chris consistently delivers impactful results in operational efficiency, customer satisfaction, and organizational growth. Chris is a devoted husband of 29 years and father of two as well as a lifelong learner with a deep passion for education. As the first in his family to go to college and earn an MBA, his own journey fuels his dedication to the power of learning. He brings over 15 years of experience in EdTech at companies like Pearson and Amplify Education. Most recently, he was COO at a medical staffing firm. Chris is an avid reader with a passion for science fiction and biographies. He also enjoys facilitating discussions about business through his podcast, The Generational Exchange. When he's not tackling the hiking trails around Denver, you will find him curled up with a good book, his loyal chihuahua, Jack, and his new puppy, Wobble.

Jeremy Davidson

Jeremy Davidson, MBA, PMP, is an accomplished executive leader in Customer Success and SaaS operations with a proven track record in scaling teams, driving retention, and delivering measurable impact in high-growth organizations. Over the past 15 years, he has led transformative initiatives across the EdTech, AI, and GovTech sectors, guiding companies through rapid expansion while maintaining world-class customer experiences through a servant leadership style.

Currently serving as Director of Customer Success at Genasys Inc., Jeremy leads a team ensuring governments and enterprises around the world have the tools they need for life-safety communications. Previously, he held senior leadership roles at Covered Insurance, Amplify, and Pearson, where he spearheaded the development of customer success, program management, and analytics functions, contributing to revenue growth from $20M to $660M ARR.

Jeremy is passionate about the evolving role of Customer Success in SaaS, advocating for its place at the executive table and sharing insights on how leaders can align customer outcomes with long-term business value. He brings a forward-looking perspective that blends operational excellence with strategic vision. His thought leadership spans customer engagement, data-driven success strategies, and the future of customer operations in technolog/AI driven industries.