Summary
Overview
Work History
Education
Skills
Websites
Professional Highlights
Timeline
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David J. Woods

Apex

Summary

Customer Success Leader in EdTech with 15+ years of experience driving revenue growth, customer retention, and scalable success programs in SaaS and Education Services. Proven ability to build and lead customer journey strategies using Salesforce and Gainsight, including API and LTI integrations with major LMS platforms (Canvas, Blackboard, Moodle). Skilled in aligning technical solutions with customer goals, developing C-suite relationships, and enabling cross-functional collaboration for long-term client success.

Overview

17
17
years of professional experience

Work History

Customer Success Manager, Strategic

Varonis
Morrisville
01.2024 - 12.2024
  • Developed and implemented customer success strategies that drove a 95% renewal rate on a book of business exceeding $15M in ARR, fostering relationships with key stakeholders, and using data to quantify the platform value with key ROI indicators.
  • Converted 50% of assigned accounts to the SaaS platform, driving increases in ARR by an average of 20%.
  • Led Quarterly Business Reviews and technical trainings with the C-suite and key stakeholders to drive increased usage and ensure customers’ core objectives were met.
  • Maintained NPS scores above 70 across all accounts, proactively identifying risks and working with product and engineering teams to increase platform usage and achieve customer objectives.
  • Forecasted risks, renewals, and expansions with 90% accuracy, ensuring streamlined renewal processes and identifying opportunities for account growth.
  • Assisted with the development of technical education, marketing, and sales material in support of the clients business objectives and drove platform usage.

Director of Sales

UpThink
Apex
10.2022 - 01.2024
  • Created a 3-year strategic business plan, increasing gross revenue by 300% in North America, focusing on core strengths, including Tutoring Services, Instructional Design, and AI-based tutoring.
  • Developed C-suite relationships and leveraged consultative sales and cross-functional collaboration achieving a sales pipeline of 200% of target within six months.
  • Implemented HubSpot CRM and operational standards to enhance workflows and measure activity related to pipeline and marketing effectiveness.
  • Collaborated cross-functionally with marketing to build campaigns and join key industry organizations to increase awareness in the marketplace, resulting in a 20% increase in lead generation.
  • Delivered impactful presentations on Upthink software solutions and industry trends at national conferences and trade shows, positioning the company as a thought leader and driving increased client engagement.

Business Development Director

Unicon
Apex
01.2021 - 06.2022
  • Prospected and closed new opportunities, contributing to achieving 130% of the target for Identity and Access Management solutions, which resulted in 3 new deals with R1 institutions.
  • Built new client relationships and exceeded goal by 50% of business being attributed to new clients in 2021, adding 15 new logos to the client portfolio and generating $1.5M in revenue.
  • Managed the sales cycle of complex Enterprise Sales deals by establishing and managing relationships with C-Suite leaders across market segments and closing deals over $100K, including K-12 charter schools, a leading philanthropic organization, and multiple R1 & R2 universities.
  • Managed Open-Source Support subscription program renewals, achieving a 95% renewal rate and driving the quoting and contracting process for renewals and new subscriptions.
  • Worked with cross-functional teams to gather proper pricing information for quoting projects, ensuring a smooth transition and an enhanced customer experience.
  • Executed territory sales plans focused on new client acquisition for key offerings, including AWS and Azure data lake implementations, IAM solutions, and Cloud Migrations for institutions and education content partners.

Manager, Customer Success & Account Development

VitalSource Technologies
Raleigh
07.2018 - 01.2021
  • Led and developed a high-performing team of 2 CSMs responsible for a $5M+ portfolio in the Corporate Training vertical, achieving 112% of revenue target.
  • Designed and executed customer onboarding and education strategies, leading to a 95% renewal rate, and partnered with marketing and sales to develop customer engagement campaigns and training resources.
  • Designed and executed strategic account plans, increasing retention and resulting in 10-30% revenue growth YOY.
  • Mentored direct reports on consultative selling techniques and identified growth opportunities, resulting in a high-performing team.
  • Collaborated with leadership to create playbooks and customer journey maps between Sales, Onboarding, and Customer Success teams using Salesforce to scale onboarding and enhance the customer experience.
  • Managed the relationships with two F500 clients and the largest channel partner in the Corporate Sales segment growing revenue by 15% YOY, driving increased usage, and upselling on new offerings and services.
  • Analyzed market data, internal pipeline reports, and YOY annual reports to deliver precise forecasting insights to senior leadership, facilitating the establishment of relevant benchmarks essential for yearly budgeting.

Account Executive Publisher Relations

VitalSource Technologies
Raleigh
04.2014 - 07.2018
  • Increased revenue with the company’s largest content partner by 10% YOY by upselling and implementing publisher-direct integrations at new institutions and launching an innovative publisher-led 'digital-plus-print' program.
  • Negotiated agreements with new clients and led technical integration processes, such as API and LTI implementations, enhancing SaaS platform adoption for strategic partners.
  • Demonstrated consultative selling methodology resulting in new content partners, led through the sales cycle by identifying appropriate stakeholders, providing product demos, and leading API and LTI integration calls.
  • Analyzed customer data, industry trends, and upcoming product releases to provide accurate projections for annual targets, collaborating with finance and senior leadership to ensure targets met company goals.
  • Implemented new, scalable business models for key clients to meet their financial obligations.

Account Manager Publisher Relations

VitalSource Technologies
Raleigh
04.2012 - 03.2014
  • Formed strategic partnerships with top publisher accounts, expanding the use of the SaaS platform by 30%.
  • Coordinated with developers to troubleshoot publisher inquiries on digital content, including EPUB3 conversions and enhanced media development.
  • Educated publishers and C-Suite executives on the Bookshelf platform and interactive digital content through online demos and in-person training sessions.

Library Sales Representative

Oxford University Press
Cary
05.2008 - 04.2012
  • Achieved annual sales quota each year, including 167% of sales goal in 2011, by coordinating the largest deal within the department with a consortium of three R1 institutions.
  • Demonstrated presentation skills by leading sessions and demoing Oxford’s digital products at sales conferences, maximizing sales opportunities and increasing customer awareness.
  • Mentored new and existing employees on effective selling strategies and emerging trends in the publishing industry.

Education

Master of Business Administration (M.B.A.) -

Campbell University
05.2015

Bachelor of Arts - English Education, Psychology

North Carolina State University
01.2006

Skills

  • Salesforcecom
  • Gainsight
  • Microsoft Office Suite
  • G-Suite
  • HubSpot
  • JIRA
  • Confluence
  • SmartSheet
  • Qlik
  • SeamlessAI
  • API & LTI Integration with Canvas
  • API & LTI Integration with Blackboard
  • API & LTI Integration with Moodle

Professional Highlights

  • Managed enterprise accounts exceeding $300K in ARR, advising clients on data governance and cybersecurity best practices to mitigate risk and ensure compliance.
  • Designed and implemented scalable customer journey maps and onboarding playbooks in partnership with senior leadership, improving cross-team handoffs and accelerating product adoption.
  • Led and mentored high-performing CSM teams, fostering a proactive, advisory-driven culture that increased gross profit by up to 30% for strategic accounts.
  • Negotiated high-value contracts with key clients, leveraging analytics to secure strategic accounts and increase revenue.
  • Created strategic account plans with measurable KPIs, using customer analytics to drive platform adoption and align solutions with customer business goals.
  • Delivered engaging client trainings and mentored CSMs on demo best practices to improve customer engagement.

Timeline

Customer Success Manager, Strategic

Varonis
01.2024 - 12.2024

Director of Sales

UpThink
10.2022 - 01.2024

Business Development Director

Unicon
01.2021 - 06.2022

Manager, Customer Success & Account Development

VitalSource Technologies
07.2018 - 01.2021

Account Executive Publisher Relations

VitalSource Technologies
04.2014 - 07.2018

Account Manager Publisher Relations

VitalSource Technologies
04.2012 - 03.2014

Library Sales Representative

Oxford University Press
05.2008 - 04.2012

Master of Business Administration (M.B.A.) -

Campbell University

Bachelor of Arts - English Education, Psychology

North Carolina State University

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David J. Woods