Danny Villarreal

• Led customer value-led growth campaigns, resulting in a $2M boost in new opportunities in the last 9 months, improving net retention and expansion ARR.
• Drove integration to our tech stack of Churn Zero, Gong, Fullstory and AI (ChatGPT/Claude) to optimize performance, identify patterns, and anticipate customer needs.
• Founded an executive sponsorship program, and adopt-a-customer program fostering relationships with key customers and driving stakeholder and leadership engagement cross-departmentally.
• Transformed business performance, and KPIs providing insight into customer renewal health, attrition, customer risk, and opportunities.
• Defined and implemented a Digital CS program to appropriately segment customers based on risk, growth potential, ARR, and ICP.
• Created a Churn Scoring system to proactively and consistently identify healthy and at-risk customers, enabling effective risk mitigation and improved net dollar retention.

Serve as Alderman and Mayor Pro Tem on the 5-member Board of Aldermen, the legislative branch governing the Village of San Leanna, Texas. Elected by approximately 600 constituents to 2-year terms in 2018, 2020, and 2022.

• Represent interests of Village residents and make policy, budget, and taxation decisions as part of
the Board.

• Act as Mayor in the Mayor's absence at meetings and events.

• Oversee road projects as Roads Administrator, including securing funding, planning, and managing infrastructure improvements.

• Facilitate community town halls and discussions to collect feedback from constituents.

• Research policy issues and draft local ordinances and resolutions for Board approval.

• Work collaboratively with other Board members to set a vision and strategic priorities for the Village.

• Serve as liaison to various regional governmental entities.

• Led Enterprise Customer Success for Jungle Scout's e-commerce and adtech platforms, focusing on Mid-Market and Enterprise brands, digital marketing agencies, and financial services customers.
• Developed and implemented robust processes and introduced Client Success to our tech stack, optimizing team performance, and significantly enhancing the efficiency of customer success operations.
• Exceeded financial targets for expansion and retention by 20% through concentrated alignment of usage and metering. Achieved Net Retention as high as 130% for an early stage SaaS offering.
• Influenced product, ICP, and offerings by leveraging Voice of the Customer, usage trends, and feedback received through Success and Account Management activities.
• Implemented an effective, metrics-focused strategy for Customer Success outcomes, leading to measurable improvements in churn reduction and driving increases in customer engagement.
• Participated in investment diligence, selection, and acquisition of Downstream Impact into Jungle Scout's portfolio.

• Managed and led teams supporting onboarding, training, adoption, retention, product-ops, Enterprise Account Management, and Customer Success functions for 100k+ customers for both SMB and Enterprise business units.
• Established Customer Experience (CX) team, focusing on data-driven decisions, solution design, and a culture of great customer experiences.
• Introduced and consistently tracked key performance indicators, such as Net Promoter Score (NPS), Customer Effort Score (CES), and an adoption score. These metrics informed product strategy, decision-making, and team performance assessments, driving the team towards constant improvement and excellence.
• Launched Enterprise division of Jungle Scout and founded new teams to support its products, services, implementation and support.

• Developed and implemented effective onboarding strategies and solutions for a diverse global customer base, leading to an increase in adoption and retention and a 60% reduction in ticket volume over one quarter.
• Established Center of Excellence (CoE) for customer understanding, engagement, product usage, and customer success insights around the implementation of Pendo.
• Launched an innovative training academy and customer community, improving global customer adoption by 15% driving engagement, and loyalty.

• Led a large global services teams providing onboarding, training, enablement, change management, and success for Planview's SaaS product lines supporting 4000 large enterprise Fortune 500/Global 2000 customers.
• Led through change, integrating 4 acquired products, and teams - creating new unified offerings during a period of multiple M&A's.
• Managed P&L, onboarding and training work streams, methodology, and services offerings from development to delivery.
• Introduced and optimized the use of our Success Center, LMS, and reporting analyze and monitor customer behavior, driving data-driven improvements and operational efficiency.
• Managed client expectations, communications, and modifications to project scope, including negotiating expansions to current contracts and pilots.

• Led customer onboarding, training, enablement, and adoption initiatives related to IT governance, Enterprise Architecture, Application Portfolio Optimization, Standards, Technology, and Capability management programs for 300+ enterprise customers.
• Implemented metrics, assessment, KPI's, and evaluation methods to measure success and program effectiveness, driving continuous improvement as a small and evolving startup through acquisition.
• Spearheaded expansion of training services, and e-learning programs creating scalable processes across geographically dispersed teams.