Open To Work
Vicente Valdez
Colorado Springs,CO
Work Preference
Summary
Customer Success Manager II with over 11 years of experience in Account Management, Program Development, and Leadership within the hosting industry. Recognized consistently for performance excellence, including GoDaddy's Wayfinder Award for ranking in the top 3% of the department in revenue, engagements, and customer satisfaction. Launched and scaled GoDaddy's Agency Program from the ground up — growing to 171 agencies across 3 tiers and generating $3.3M in 12-month rolling GCR. Skilled in managing high-value cloud portfolios, having overseen 30 AWS accounts producing over $2.75M in revenue. Strengths in both Traditional and Cloud hosting, with hands-on expertise in AWS Account Management, enterprise client strategy, and cross-functional program leadership across 7+ teams. Proven ability to build scalable processes, negotiate vendor contracts for cost savings, and drive measurable agency and client growth — all while maintaining a 97.8% CSAT rating.
Overview
10
10
years of professional experience
Work History
Customer Success Manager II
GoDaddy (formerly Media Temple)
Las Vegas, NV
01.2019 - Current
- Built and scaled the GoDaddy Agency Program from 0 to 171 agencies across 3 tiers, producing $3.3M in 12-month rolling GCR; collaborated across 7+ internal teams (DIFY SEO, DIFY WDS, DIFY CEM, SEO Partners, Pagely, WPPS, and Agency Success Managers) to drive adoption and growth.
- Managed a portfolio of 30 AWS accounts generating over $2.75M in revenue, delivering strategic guidance, resolving complex infrastructure issues, and bridging gaps across Pagely, Managed AWS, and WPPS platforms.
- Negotiated 3rd-party billing contracts, reducing company costs on client-facing software while sustaining growth through expanded Managed AWS services.
- Led the first-ever GoDaddy Agency cross-sell into DIFY SEO, growing agency GCR from $20K to $37K; documented the end-to-end referral process and trained Agency Success Managers, who are now actively pitching DIFY SEO to agency applicants.
- Grew program's founding agency (Hatty Ai) from $0 to $30K total GCR (Jan 2025–May 2026), building repeatable onboarding processes from scratch during early program development.
- Completed a 500-site migration for Big West Marketing — a net-new GoDaddy customer — resulting in $365/month VPS GCR.
- Added net-new AWS customer Friendly Sky at a proposed $36K annual contract value, currently in active onboarding.
- Handled 3–5 support intakes daily, deflecting L2 escalations and accelerating customer resolution across the Business Care Team.
- Achieved customer retention saves of 20% in year one and 40% year-over-year, protecting revenue in jeopardy through proactive intervention.
- Maintained a 97.8% CSAT satisfaction rate with a 41% survey return rate through world-class service and technical problem resolution.
- Created a hosting fundamentals guide for BCT-Support to build team capability and reduce dependency on individual SME availability.
- Liaised between executives and customers across Cloud and Traditional datacenter environments, facilitating smooth communication and achieving high-value account saves.
- Organized and shared training tactics, communication templates, and outreach sequences to improve team efficiency and day-to-day productivity.
Account Executive, Inside Sales
Media Temple
Los Angeles, CA
11.2016 - 01.2019
- Monitored and grew sales pipeline to maintain flow of qualified leads and prospects.
- Liaised with clients via phone and email to identify needs and grow existing accounts through cross-selling.
- Consistently met and exceeded inside sales quotas of $4,000 MRR/month, achieving higher bonus tiers.
- Cultivated productive relationships and maintained quality communications to maximize client retention.
- Prospected new leads through 25+ outbound calls per day to cold and warm contacts.
- Trained employees on new technology and sales methods to build a high-performing team.
- Maximized revenue by proposing new products and services to established customers.
Customer Support Supervisor
Media Temple
Culver City, CA
05.2016 - 11.2016
- Supervised 15 support team members, providing constructive feedback that resulted in higher morale and improved employee retention.
- Applied strong leadership and problem-solving skills to maintain team efficiency and organize workflows to meet daily demand.
- Enhanced training programs to strengthen employee knowledge and promote agents to higher CS rankings from within.
- Tracked KPIs and created continuous improvement plans to drive team performance.
- Boosted overnight group production by devising and deploying an improved accountability approach.
- Responded to end-user support requests and provided technical troubleshooting across a wide range of hosting issues.
Education
Bachelor of Science - Cyber Security
Purdue Global University
Lafayette, IN08-2027
Associate of Science - General Studies
Imperial Valley College
Imperial, CA06-2010
Skills
- Strong Interpersonal Skills
- Customer account management
- Customer relationship building
- Customer retention
- Team Building / Self-Starter with Mentorship
- Effective Communicator
- Client Service Optimization
- Critical Thinking
- Sales Proficiency
- Technical Concepts (Traditional and Cloud Hosting)
- Market Research
- Salesforce
- Virtual Private Servers
- AWS Cloud
- Social Media
- SEO
Accomplishments
- Launched and scaled GoDaddy's Agency Program from 0 to 171 agencies across 3 tiered levels, generating $3.3M in 12-month rolling GCR; sole owner of 37
- Recommended-tier agencies averaging 255% greater agency growth and 1,920% greater client growth vs. GD Pro Hub average.
- Managed 30 AWS accounts producing over $2.75M in revenue, providing strategic account oversight and resolving complex multi-platform technical challenges.
- Negotiated 3rd-party vendor billing contracts, achieving cost savings relative to growth exposure and reducing company costs on client-facing software during Managed AWS expansion.
- Collaborated with a team of 4 in the development of an AWS CDK migration for AWS clients.
- Achieved GoDaddy's Wayfinder Award by ranking in the top 3% of the department in revenue, engagements, and survey results.
- Used Microsoft Excel to develop benchmarking performance tracking for client websites over time.
- Spearheaded the creation of a retention department by identifying high-risk churn customers and implementing improved escalation paths and product recommendations.
Timeline
Customer Success Manager II
GoDaddy (formerly Media Temple)
01.2019 - Current
Account Executive, Inside Sales
Media Temple
11.2016 - 01.2019
Customer Support Supervisor
Media Temple
05.2016 - 11.2016
Bachelor of Science - Cyber Security
Purdue Global University
Associate of Science - General Studies
Imperial Valley College