Customer Success Manager & Storyteller
Turning client stories into measurable outcomes.
I'm Brian Stout, a customer success and learning program manager who brings the discipline of a journalist to every client relationship — listening for the narrative, asking the right questions, and shaping solutions that stick to deliver results.
About
Curiosity-driven insights that become measurable successes.
My career has always been about understanding people and translating what I learn into something that moves others forward. As a freelance journalist, I spent years earning trust quickly, uncovering the heart of a story, and communicating it with clarity and purpose. That same craft is what makes me effective in customer success. As a program leader, I completely redesigned Chewy's Customer Care New Hire Training, winning a Brandon Hall Award. And that was only the beginning. From there, I oversaw the program, partnering with Customer Care and Training Delivery to maintain, update, and enhance the program, all while maintaining across the board KPI improvements in key areas such as average order size and customer satisfaction. And when I wasn't doing that, I designed upskilling programs for Agents to drive stronger relationships with our customers in the Avian and Equine categories that delivered increased average order size and customer satisfaction, too.
In client success, the best outcomes come from listening well, identifying the real challenge, and co-authoring a path forward. I help clients see the value they've already created, close the gaps that slow them down, and turn their goals into measurable progress.
Whether I'm redesigning a training program, negotiating a renewal, writing a white paper, or profiling an artist, the through-line is the same: I make complex stories understandable and actionable.
Customer Success Impact
Results built on relationships
Selected highlights from my work driving revenue, readiness, and strategic partnerships.
Oversaw a customer success program that bundled multiple initiatives and generated more than $100,000 in new revenue through expansion and retention work. My client at GP Strategies asked me to design leadership development curricula for their contact center team members and team leads. Rather than The short version: By designing learning experiences that prepared special teams for product launches and category expertise, I contributed to major strides in customer satisfaction, substantial gains in average order size, and helped customer care agents gain confidence and expertise across multiple product and service launches.
Redesigned a major online retailer's flagship customer care agent training program, improving learner readiness and confidence by 20% and reducing time-to-value. The program won a Brandon Hall Excellence Award. The short version: I completed a full reinvention and reinvigoration of a major online retailer's customer care agent training program, delivering increased learner satisfaction, increased order sizes, and a significant increase in speed to proficiency on KPIs like customer satisfaction. Better still, I created much stronger relations with the training delivery team and raised the profile and credibility of the design team.
Brokered a $650,000 content licensing deal with a client, delivering a major end-of-quarter win for shareholders and strengthening the strategic partnership. The short version: My client at GP Strategies asked for a curriculum and learning objects for a series of new career advancement programs focused on their contact centers. I knew another division of the company had content that would check all their boxes, so I researched the possibility of licensing the content to my client rather than reinventing the wheel. It came together, and I closed the quarter with a major win for me, GP Strategies, our shareholders, and our client.
Business Writing
Strategic storytelling for organizations
Case studies, white papers, and thought leadership that translate complex work into clear, compelling narratives that influence action.
A white paper detailing how SaskCentral used the Organizational Culture Inventory (OCI) to measure, align, and transform its culture over five years — becoming a nationally recognized employer and award-winning financial services co-op.
Download white paperAn article on how Ashland Theological Seminary's Pastors of Excellence program used Human Synergistics' Life Styles Inventory and Stress Processing Report to help pastors and seminary students manage stress, avoid burnout, and build authentic leadership.
Download articleA feature on how Lion Nathan, a leading Australian beverage distributor, used Human Synergistics' Life Styles Inventory and Organizational Culture Inventory to reshape leadership behavior — driving a marked rise in constructive styles and a sharp drop in aggressive/defensive ones.
Download articleJournalism Portfolio
Award-winning Storytelling
A selection of cultural criticism and profiles that sharpened my ear for detail, tone, and audience.
A profile of James Spooner, founder of AfroPunk and author of It Starts with Anger and The High Desert, exploring the intersection of punk culture, Black identity, and creative community.
Read the pieceWinner of First Place in Entertainment Writing, Indiana Society for Professional Journalism. A critical analysis of two films, Triangle of Sadness and The Menu, along with television's The White Lotus, to examine issues of wealth and privilege.
Download articleA critical look at a new wave of self-help authors — including Barbara Ehrenreich, Oliver Burkeman, John Kim, and Mark Manson — who reject unflappable optimism and positive thinking to offer more measured, realistic paths to well-being.
Download articleTestimonials
What my colleagues say about me
"I was fortunate enough to learn and apply instructional design theory under Brian's mentorship during my time as a Customer Service Trainer with an ID stretch role assignment at Chewy. As a budding ID, I benefitted greatly from Brian's eagerness to provide clear guidance and constructive feedback throughout the development process. Brian continuously encouraged my instincts and thoughtfully challenged any design assumptions. Brian was senior to me, but I was always respected and treated like an equal. In addition to Brian's evident leadership skills, he is also a joy to connect with over film and writing. I highly recommend Brian for any team looking for an accomplished senior designer or people leader."
Savannah Lloyd
Instructional Design Leader
"I call Brian the Equalizer. He brings clarity to chaos, no matter the team, topic, or stakes. Whether he's navigating tough conversations, aligning leadership with development, or stepping into vague situations, Brian brings calm, empathy, and expert-level communication. He knows when to push, when to pause, and how to get everyone on the same page. You can drop him into any scenario, and he'll quickly find a path forward—making people feel heard while driving clarity and outcomes. He's the teammate you want in every room. Steady, sharp, and always ready to help."
Jesse Mercado
Design Professional
"Working with Brian was a pleasure. I was impressed with his knowledge of I/O Psych, his dedication and eagerness to learn new things. I could rely on Brian to take on complex projects and deliver high quality results. He was client-focused and has excellent interpersonal skills. Brian's skills, knowledge and work ethic would be an asset to any organization."
Deborah DeFranco
Human Synergistics
"I thoroughly enjoyed working with Brian at Human Synergistics to the extent that I continue to seek him out for one-off writing projects; he is engaged and engaging. Brian possesses a unique quality in that he is well-versed both from the academic and applied science perspectives. He leverages and balances his knowledge in both areas to craft meaningful, user-friendly communication pieces for external and internal clients. Brian's editorials are accepted by top periodicals in our industry, and are always interesting and accurate! In addition, Brian is willing to do the extra leg-work and make the appropriate connections to see things through to fruition. In short, Brian is a wonderful personality and valuable resource."
Cathleen Cooke
Human Synergistics