DALE CRUMBLE
Summary
Dynamic Customer Success Executive with a strong record in driving operational excellence and customer loyalty across SaaS organizations. Developed and implemented customer success workflows that significantly improved onboarding consistency and retention rates. Partnered with leadership teams to optimize service delivery and enhance customer experiences, resulting in substantial satisfaction gains.
Overview
18
18
years of professional experience
Work History
Director, Customer Success
AaDya Security
01.2021 - Current
- Lead and develop a high-performing customer success organization focused on onboarding, adoption, renewals, and customer advocacy.
- Lead customer success strategy and operations for a high-growth SaaS cybersecurity organization, overseeing onboarding, customer retention, escalations, service delivery, and operational performance across enterprise accounts.
- Increased retention and customer satisfaction through proactive success planning and escalation management.
- Acted as executive escalation point for high-priority customer issues, facilitating timely resolution and building customer trust.
- Built and implemented customer success workflows, service models, and KPI frameworks that improved operational efficiency and customer satisfaction.
- Partnered with Product, Sales, Support, and Security teams to resolve complex issues and enhance customer-facing processes.
- Deliver executive reporting on customer health, retention, support trends, and operational performance.
- Designed scalable onboarding and service programs supporting rapid company growth.
- Conducted customer advisory sessions and strategic reviews to gather insights that influenced product roadmap decisions.
- Coach and mentor team members and emerging leaders to strengthen organizational capability.
- Worked in high-growth SaaS cybersecurity organization to support customer success initiatives.
- Improved onboarding consistency and customer engagement through standardized operational processes.
- Helped scale customer operations during significant company growth.
Manager, Business Operations
Travel Advantage Network
Glen Burnie
04.2019 - 12.2020
- Managed KPIs, workforce planning, and operational targets exceeding $20M annual revenue.
- Led 30+ team members and frontline leadership across multiple business functions.
- Managed KPIs, workforce planning, and operational targets exceeding $20M annual revenue.
- Created performance management processes and accountability systems, enhancing service levels.
- Partnered with executive leadership on forecasting, budgeting, and organizational planning.
- Partnered with executive leadership on forecasting, budgeting, and organizational planning.
- Led employee coaching, hiring, corrective action, and performance development.
Manager, Call Center Operations
Verizon
Silver Spring
06.2014 - 12.2018
- Directed large-scale customer service and sales operations supporting 40+ employees in a fast-paced, KPI-driven environment.
- Managed customer service quality, escalated resolutions, and optimized workforce performance to enhance service delivery.
- Oversaw performance metrics to ensure achievement of service levels, customer satisfaction, and revenue targets.
- Improved customer satisfaction through service quality initiatives and structured coaching.
- Led rollout and adoption of new operational processes and product launches.
- Developed job aids and training programs, implementing performance improvement strategies to elevate team capabilities.
Sales & Service Consultant
Verizon
Salisbury
05.2008 - 06.2014
- Cultivated customer relationships through consultative service, issue resolution, and account management, consistently surpassing service and sales targets.
- Executed daily operational tasks with precision in a fast-paced environment.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
Business Studies -
Wor-Wic Community College
Salisbury, MDSkills
- Customer Operations Leadership
- Stakeholder Management
- Customer loyalty
- Change Management
- Strategic Planning & Execution
- Operational Excellence
- Performance management
- Team development
- Case resolution
- Quality assurance
- Cross-functional collaboration
- Data analysis
- Executive collaboration
- Risk management
Technology And Analytics
- Microsoft 365
- Microsoft Excel
- HubSpot
- Zendesk
- Jira
- Google Workspace
- CRM & Customer Database Management
- KPI Reporting & Dashboard Development
Core Leadership Competencies
- Customer Operations Leadership
- Escalation & Case Resolution Management
- Quality Assurance & Continuous Improvement
- Strategic Planning & Execution
- Organizational Leadership & Team Development
- KPI Ownership & Performance Management
- Customer Experience Transformation
- Cross-Functional Executive Collaboration
- Change Management
- Operational Excellence
- Risk Management & Process Improvement
- Customer Retention & Loyalty
- Stakeholder Management
- Data Analysis & Executive Reporting
Timeline
Director, Customer Success
AaDya Security
01.2021 - Current
Manager, Business Operations
Travel Advantage Network
04.2019 - 12.2020
Manager, Call Center Operations
Verizon
06.2014 - 12.2018
Sales & Service Consultant
Verizon
05.2008 - 06.2014
Business Studies -
Wor-Wic Community College