Nathan MacDonald

• Own relationships for customers, serving as the primary point of contact from implementation through renewal and expansion • Lead hands on implementation of AI agents, including prompt design, prompt optimization, and workflow configuration to drive fast time to value • Act as a trusted advisor to customers, helping them understand how to apply AI in real workflows and measure meaningful ROI • Monitor customer health, adoption, and KPIs, proactively identifying risks and addressing issues before they impacted retention • Drive organic expansion by identifying upsell opportunities, additional agent use cases, and new channel adoption based on customer needs • Partner closely with product and engineering teams, translating customer feedback and usage insights into platform improvements

• Manage a $4M+ portfolio of 50 enterprise and mid-market accounts, driving retention, expansion, and strategic growth. • Achieved a 97.3% Net Renewal Rate and 90% Gross Renewal Rate in 2025. • Lead renewal and expansion cycles, negotiating complex contracts including multi-year agreements and cloud migration initiatives. • Spearhead multiple RFPs and cross-selling initiatives, generating new expansion opportunities and deepening customer engagement. • Partner closely with product, engineering, and support teams to deliver tailored solutions that meet technical and business requirements. • Provide data-driven insights on product usage, adoption, and ROI to optimize client outcomes and influence product roadmap. • Built a usage-visibility dashboard that surfaced contract overages, unlocking $300K+ in upsell opportunities by enabling customers to understand consumption limits and match plans to actual usage.

- Managed a portfolio of 300 customers, overseeing a $6.5M book of business. - Led the customer implementation processes, ensuring rapid and effective adoption of the platform to meet business objectives. - Discovered and closed upsell opportunities, generating $150,000 in new revenue per quarter. - Negotiated 40+ customer renewals per quarter, achieving a 96% renewal rate. - Developed and implemented a new renewal communication process, resulting in an average 9% increase in renewal rates across the team. - Conducted quarterly business reviews (QBRs) and training sessions to ensure positive ROI for clients, driving alignment between customer goals and LogRocket’s offerings. - Partnered cross-functionally with support and engineering teams as the voice of the customer, providing feedback and roadmap recommendations that directly contribute to new LogRocket features and increased customer satisfaction. - Designed and implemented a feature usage trigger system that proactively alerted CSMs to upsell opportunities at scale, driving increased upsell performance across the team.

- First LogRocket SDR to hit 1 million dollars in ARR sourced - Fastest promotion in LogRocket SDR history - 27 new sourced opportunities totaling $374,000 in ARR in 2022 - 58 new sourced opportunities totaling $760,000 in ARR in 2023 - 7 new sourced opportunities totaling $78,000 in ARR in 2024 before being promoted

- Generating revenue through prospecting, cold-calling, and face-to-face meetings with CEO's and Decision Makers in the Inland Empire - Assisting corporate partnerships staff in acquiring new clients, servicing current partners, and creating creative activation plans - Working with Microsoft Dynamics (KORE) CRM and Veritix ticketing software - A part of the first business development department in Ontario Reign history

- Number 1 in the world at the EA Sports NHL video game - Traveled across US & Canada playing in tournaments - Earned money playing on sites like gamersaloon and playerslounge

- Promoted within 3 months -Generating revenue utilizing multiple sales methods including cold calls, face-to-face appointments, arena tours, prospecting, and networking events. - Working with Microsoft Dynamics (KORE) CRM and Veritix ticketing software. - Selling a “full menu” of ticketing packages including mini-plans, flex, premium, quarter, half and full seasons. - A part of the second Inside Sales Class at AEG Sports.

• Researched quality leads and prospected Indiana businesses • Advanced data entry using Microsoft Excel and Archtics software • Created receipts, invoices, and order forms • Shadowed corporate, group, and inside sales representatives • Engaged with and entertained important Pacers clients at all home games

•Worked alongside various companies to leverage the Boston Red Sox, their network, and expertise as a vehicle to drive sales •Used the creative assets that Fenway Sports Group has purchased (Liverpool FC, Roush Fenway Racing, Lebron James' marketing rights) to provide counsel on strategy development & implementation and activation to deliver tangible results and long-lasting business relationships. •Assisted with day-to-day activities to ensure client satisfaction with major consulting accounts such as Dunkin' Donuts, Santander, and Lahey Health •Planned and executed all major Red Sox events outside of Fenway Park such as the Red Sox Foundation Golf Tournament and the Roast of David Ortiz.

•Assisted with all game day operations • Worked hand in hand with sponsorship and sales team to acquire new sponsors • Helped track all sponsorships entered data into ECHL league-wide sponsorship tracking documents •Supported marketing department to drive brand awareness and execute a grassroots marketing strategy that delivered tangible results