Brian Masetta's Linkedin Analytics

Senior Customer Success Professional with 10+ years of experience driving success in digital marketing and eCommerce SaaS, and in strategic renewals. Skilled in cross-functional collaboration, product adoption, and customer lifecycle management, with a proven track record of increasing account customer retention, expanding customer growth, and influencing product roadmaps through actionable feedback. Senior Customer Success Manager | Digital Marketing and eCommerce SaaS Email: [email protected] Delivers business outcomes and technology solutions for enterprise customers by building trusted relationships, driving onboarding success, and advocating for customer goals within SaaS environments. Leads strategic initiatives that enhance customer retention, promote value realization, and unlock expansion opportunities through proactive engagement and tailored success plans. Collaborates cross functionally with Sales, Product, and Marketing teams to influence roadmaps, resolve escalations, and build customer advocacy programs. Leverages expertise across email and marketing automation, composable commerce, and digital/brand marketing ecosystems to align customer objectives with platform capabilities, accelerate revenue growth, and develop high-impact customer success stories. CORE COMPETENCIES: • Customer Lifecycle Management • Software as a Service | SaaS Expertise • Strategic Account Management & Renewals • Retention & Growth • Cross-functional Collaboration • Trusted Advisor • Voice of the Customer | Advocacy • Business & Technical Acumen • Product Adoption & Value Realization • Executive Communication & Relationship Building CAREER HIGHLIGHTS - Helped drive $1.66M in ARR upsell revenue and achieved a 121% Net Retention Rate by delivering customer business outcomes - Expanded product footprint and retained key accounts to increase Brand Commerce and Monitoring recurring revenue, resulting in Net Retention rates of 104% to 106% - Accelerated customer success and time to value by leading onboarding and implementation, resulting in best-ever YoY peak season GMV growth and an API-driven commerce replatforming go live in under 3 months. Please contact me at (949) 838-5225 with any inquiries for Customer Success or Account Manager opportunities.