SafeBase

Director of Customer Success

Impatient Ventures

Investor in Metadata, Alt, Underdog Fantasy, Oats Overnight, Returnmates

Investor

Checkr, Inc.

Grew and led post-sales organization of 2 Managers & 15+ Customer Success Managers & $30+ mil ACV who owned and closed renewals, upsells, and cross-sells, and partnered strategically with their book of business.   Hit >200% expansion goal in first year. 

Within the first year:
-Grew and scaled team from 8 to 15 CSM's & created account tiers to scale the business
-Redefined post-sales motion with proactive prescriptive motions and playbooks (change management, relationship management, renewal), and exceeded NRR targets 
-Launched a new forecasting process, driving significant lift in both pipeline and incremental closed won spend
-Implemented Expansion Opportunities and Churn Mitigation tactics to increase customer retention and NRR
-  Overall Culture Amp score of teams I oversaw improved 33% 6 months after I joined

Director of  Customer Success and Renewals

G2 Crowd

Oversaw West AM/AE business (2 managers & 16 AM's/AE's, which was the highest performing segment in h1 (117% to goal) of 2021.  My teams partnered with marketing leaders to drive brand awareness and lead generation. Introduced CSM role and pod structure, and is now being rolled out across the company.

Director of Sales

Greenhouse Software

During my 4 years at Greenhouse, I helped build and lead 30+ CS & Sales professionals working together to drive a world-class experience for our customers, continuously evolve our operation, and grow the business

Oversaw ~$35 mil in renewing ARR & reported directly to co-founder
• Consistently hit net retention targets (102% in FY2019)
•Drove strategy to optimize efficiencies & scale our Mid-Market & SMB teams of 4 managers & 27 CSM’s & Account Managers who worked with our clients on strategy and optimization, onboarding, product implementation, renewals/upsells. 
•Built and coached the team on both implementation and post-implementation customer success playbooks
•Partnered with internal data scientists and product teams to create client health dashboards, success trackers, and spearheaded the implementation of Totango  
Successfully proposed & implemented a pod and customer tier structure for our CSM/Renewals team

Director of Customer Success & Account Management

Apple

After leading Customer Success at Topsy, I was the only customer-facing employee offered to be retained full time. 

I helped work on Apple's new search engine that provides results as you type in Safari and Spotlight. I was lucky to work with the incredibly talented Topsy team and innovative teams supporting us across Apple. 

• Instrumental in creating presentation for “ios spotlight suggestions” which was presented to the SVP of Software Engineering. This presentation was positively received and helped move the project forward 
• Developed detailed online tracking schedule for the project & product definition for which locales would be supported
• Supported PR, Marketing, Retail, & Product groups across the company with social analysis & reporting
• Evangelized/presented Topsy regularly to various departments across Apple  
• Convinced the PR team to include social stats I compiled in executive reporting on announcement/release days. This was the first time social data was used for these reports.

Topsy

Reported to the VP of Sales. I was responsible for customer training & adoption, retention, identifying upsell opportunities, and overall customer health. 

• Was first CSM hired and successfully proved value of role to expand team
• Developed & implemented successful customer roadmap to drive adoption and increase engagement
• Successfully implemented hand-off process of sales to customer success which seamlessly transitioned customers.
• Compiled reporting & contributed regularly to presentations which were presented to the board & investors
• Maintained 90% renewal rate & helped significantly increase customer spend. Over $400k in renewal business was closed & over 160% growth occurred in existing accounts. 
• Spearheaded adoption effort which helped lead to largest private sector deal in company history
• Built out training documentation & strategic plan to scale team

Engineering Program Manager & Head of Customer Success

Glassdoor

•	Promoted twice in 15 months and lead a team of 4 CSM’s.
•	Work closely with product team on development of new products/services to better serve clients
•	Responsible for over $198,000 in incremental revenue from July to December of 2012
•	Provide consultation, optimization  & technical support

Customer Success Team Lead

Glassdoor is a free career community where anyone can find and anonymously share an inside look at jobs and companies.

Enterprise Customer Success Manager

MicroStrategy

•	Represented Microstrategy within the Healthcare vertical. 
	•	Conducted business development through lead generation and qualification for a defined geographic territory. Identify technical requirements, buying influences, and project scope for departmental and enterprise Business Intelligence software implementations 
	•	Worked closely with MicroStrategy Account Executives, and MicroStrategy Resellers, in developing and managing these opportunities, contributing through the duration of the sales cycle 
	•	Maintained daily activities in Salesforce.com, tracking interactions with prospects and customers 
	•	Provided daily/weekly updates to Manager of Business Development on individual activity. 
	•	Interacted regularly with Chief Operating Officer and Alliances team to discuss the lead qualification process, and recommend improvements. Work closely with the Marketing team in developing new ways to increase awareness of MicroStrategy products and services

Business Development Manager

GrouperEye.com

GrouperEye.com was officially launched in January 2009. It sought to increase the contact between students & entry level candidates and potential employers. The Web site provided a venue for candidates to create solutions for actual company problems and gain employment consideration in the process.

Companies could post a specific cases on the site and students had 40 days to submit a solution. The companies then evaluated and ranked the proposals. The winner received a $100 prize & employment consideration.

Co-Founder

RedPeg Marketing

•	Wrote and submitted proposals for agency’s top clients such as Army National Guard and Geico
•	Developed experiential marketing concepts for clients such as Rosetta Stone and the Washington Post
•	Created detailed Client Health Assessment of Rosetta Stone that was utilized by key decision makers

Business Development Intern

An experienced and passionate leader with a demonstrated history of working in SaaS HR, Martech, and with over 13 years of Customer Success, Account Management and Sales experience. Skilled in building, scaling, and leading customer success and sales teams while implementing successful land and expand strategies.

Please feel free to contact me at DRodriguez6@gmail.com.

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