ADRIAN HERNANDEZ, MBA
Houston,TX
Summary
Highly accomplished Customer Success Manager with a proven track record of enhancing client satisfaction and retention in leading healthcare and education technology organizations. Expertise in managing multimillion-dollar portfolios, driving customer adoption, and leveraging data analytics to deliver measurable business outcomes. Renowned for fostering strong customer relationships and crafting tailored solutions while promoting team collaboration, adaptability, and an unwavering commitment to results. Recognized for reliability, effective communication, and innovative problem-solving skills that consistently ensure optimal customer success and drive organizational growth.
Overview
11
11
years of professional experience
Work History
Customer Success Manager II
Hazel Health, Inc.
05.2024 - 10.2025
- Drove 220% growth in telehealth utilization across a $2M ARR healthcare SaaS portfolio by leading cross-functional initiatives and aligning strategies to organizational goals.
- Secured 100% account renewals while consistently exceeding quarterly KPIs by 10%, improving client satisfaction, retention, and portfolio performance.
- Led customer lifecycle initiatives across 300+ healthcare facilities, removing adoption barriers and accelerating technology integration.
- Boosted patient referrals by 50% MoM through automated engagement campaigns and data-driven communication workflows.
- Reduced telehealth cancellations by 25% using a high- and low-touch success model supported by process automation and proactive engagement.
- Delivered high-impact quarterly business reviews and analytics for executive stakeholders (Health Directors and Superintendents).
- Developed customer onboarding processes to enhance user engagement and retention.
- Managed customer inquiries, resolving issues effectively to increase satisfaction levels.
Customer Success Manager – Health & Finance Lead
Meriplex Communications
04.2023 - 05.2024
- Partnered with the Sr. Vice President of Operations to build and scale the Customer Success team for an Enhanced Service Provider delivering Cybersecurity, IT, and Cloud Connectivity solutions.
- Managed a $15M ARR / $1.2M MRR portfolio consisting of Fortune 500 clients, driving customer retention, renewals, and expansion across healthcare and finance sectors.
- Secured $2M+ in contract renewals and recovered $500K+ in client remittances through proactive client advocacy, reconciliation, and stakeholder alignment.
- Reduced churn by 50% by leading cross-functional initiatives with Operations, Security, and Network teams to strengthen service delivery and customer satisfaction.
- Delivered executive QBRs for 90+ enterprise clients, translating performance data into actionable insights that supported growth and upsell opportunities.
- Improved billing accuracy by 20% through audits, process optimization, and CRM workflow automation using Autotask, NetSuite, and ConnectWise.
- Facilitated onboarding processes for new clients, ensuring smooth transitions and product adoption.
- Cultivated strong customer relationships to enhance satisfaction and retention.
Core Customer Success Manager
Imagine Learning
05.2022 - 12.2022
- Managed a $10M ARR B2B portfolio of enterprise education clients, including the NYC DOE, driving customer retention, renewals, and adoption across SaaS learning platforms.
- Led onboarding and implementation for 50+ enterprise clients, ensuring seamless adoption, stakeholder alignment, and high user satisfaction.
- Achieved a 25% increase in client retention and 30% NPS growth through proactive engagement, success planning, and performance reviews.
- Orchestrated nationwide professional learning events for 1M+ end users, enhancing product utilization, engagement, and client satisfaction.
- Leveraged Mixpanel and NetSuite CRM analytics to identify engagement gaps, drive adoption, and inform customer growth strategies.
- Improved team efficiency by 25% through process standardization, documentation systems, and cross-functional collaboration.
- Developed customer onboarding processes to enhance user engagement and satisfaction.
- Collaborated with cross-functional teams to resolve customer issues promptly and efficiently.
Digital Learning Coach
Spring ISD
03.2021 - 05.2022
- Transformed the district’s digital ecosystem for 50+ educators and 500 students by modernizing workflows and improving audit efficiency by 95% through TipWeb Analytics implementation.
- Increased technology adoption by 50% by delivering targeted coaching, training, and on-site support to educators and administrators.
- Led deployment of digital learning platforms (LMS) within professional learning communities, improving collaboration and instructional impact.
- Advised administrators on risk analysis and digital initiative readiness, ensuring seamless technology rollout and user adoption across multiple campuses.
- Facilitated individualized learning plans to enhance student engagement and academic performance.
- Collaborated with educators to identify and address diverse student needs effectively.
Teacher & Department Leader – History & ELAR
Carter Lomax Middle School
08.2014 - 03.2021
- Awarded Teacher of the Year for implementing innovative instructional strategies that resulted in highest enhanced student success and program effectiveness, district wide.
- Recognized educator and department leader, driving measurable academic growth and mentoring cross-functional teams to improve outcomes across diverse classrooms.
- Onboarded 500+ students onto self-directed education technology platforms (Google Classroom, Summit Learning, Schoology), advancing digital adoption and engagement.
- Improved academic performance by 6% and earned Texas Distinction Designations for achievement, growth, and equity by leading data-driven initiatives.
- Developed engaging lesson plans aligned with curriculum standards.
- Implemented differentiated instruction to meet diverse student needs.
Education
Master of Business Administration - Management of Technology
University of Houston-Clear Lake
05.2021
Bachelor of Science - Interdisciplinary Studies
Texas State University
12.2013
Skills
- Data-driven strategy development
- Customer relationship management
- Customer account management
- Customer engagement strategies
- Client retention initiatives
- Project management
- Program management
- Experienced with Asana, Gainsight, NetSuite, and Sigma
Accomplishments
- Increased telehealth adoption by 220% across a $2M portfolio through data driven strategy.
- Secured 100% renewals while exceeding quarterly KPIs by 10%, driving retention and long-term client value.
- Generated $2M+ in renewals and $500K+ in remittances by optimizing processes and implementing scalable client success systems.
- Boosted client retention by 25% and NPS by 30% while deploying superior SAAS onboarding and enablement for 50+ EdTech partners (1M+ users).
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Success Manager II
Hazel Health, Inc.
05.2024 - 10.2025
Customer Success Manager – Health & Finance Lead
Meriplex Communications
04.2023 - 05.2024
Core Customer Success Manager
Imagine Learning
05.2022 - 12.2022
Digital Learning Coach
Spring ISD
03.2021 - 05.2022
Teacher & Department Leader – History & ELAR
Carter Lomax Middle School
08.2014 - 03.2021
Bachelor of Science - Interdisciplinary Studies
Texas State University
Master of Business Administration - Management of Technology
University of Houston-Clear Lake
Teacher of the Year
Recognized as Teacher of the Year for driving record academic growth and achieving the top student performance improvement across Pasadena ISD in 2014–2015.