Summary
Overview
Work History
Education
Skills
Languages
Languages
Websites
Timeline
Generic

Diego S. Gomez

Kissimmee

Summary

Customer Success Director with extensive experience in revenue growth through strategic upselling and innovative onboarding at RE-OPS. Skilled in CRM workflow design and cross-functional collaboration, delivering tailored solutions that boost client satisfaction and operational efficiency.

Overview

6
6
years of professional experience

Work History

Customer Success Director

RE-OPS
Orlando
06.2023 - Current
  • Company Overview: an innovative B2B marketplace transforming procurement for the multifamily industry.
  • Lead Customer Success and Onboarding strategy at RE-OPS, an innovative B2B marketplace transforming procurement for the multifamily industry.
  • Played a key role in expanding the business and scaling operations, establishing RE-OPS as a trusted platform for purchasing MRO products across top property management companies.
  • Supported and helped close partnerships with industry leaders including Lowe’s Pro, Chadwell, Ferguson, and additional major suppliers, contributing to a robust and competitive marketplace offering.
  • Spearheaded the development of customer support and sales workflows, integrating CRM best practices to streamline engagement, improve response time, and increase upsell effectiveness.
  • Collaborated closely with Product and Engineering to launch new features and optimize platform capabilities based on client feedback, enhancing user experience and platform value.
  • Led tailored onboarding programs for multifamily organizations, providing customized product training, live demos, and implementation strategies aligned to each client’s operational goals.
  • Acted as a trusted advisor and solutions architect, translating business challenges into product-driven solutions that support retention, adoption, and long-term success.
  • Managed cross-functional teams across customer success, onboarding, and support, ensuring effective coordination, accountability, and goal alignment.
  • An innovative B2B marketplace transforming procurement for the multifamily industry.

Enterprise Account Manager

SmartRent
Orlando
03.2022 - 06.2023
  • Lead relationship manager for large multifamily accounts post-acquisition of SightPlan, ensuring seamless transition and integration of platforms, workflows, and teams.
  • Delivered high-value customer outcomes through strategic upselling of both SightPlan and SmartRent products to new and existing enterprise clients.
  • Drove revenue growth by identifying expansion opportunities, conducting compelling product demos, and providing tailored recommendations based on customer goals.
  • Collaborated cross-functionally with Product, Engineering, and Support to relay customer feedback, resolve technical blockers, and deliver innovative solutions.
  • Conducted executive training sessions, QBRs, and roadmap consultations, building long-lasting relationships across the multifamily industry.
  • Known for upsell acumen, deep industry expertise, and ability to simplify complex technical solutions into business value narratives.
  • Provided mentorship and day-to-day leadership to onboarding specialists and account team members to ensure cohesive execution and continuous professional development.

Onboarding Director

SightPlan
Orlando
01.2020 - 09.2021
  • Directed and scaled the customer onboarding program, guiding multifamily clients from initial implementation through full adoption of SightPlan’s property operations platform.
  • Played a pivotal leadership role in growing the company from managing 10,000 units to over 1 million units, directly contributing to operational scale and customer success.
  • Developed repeatable onboarding playbooks and client success frameworks that became foundational to enterprise engagement.
  • Partnered with Sales and Product teams to continuously refine implementation strategies based on client feedback and product enhancements.
  • Contributed significantly to SightPlan’s successful acquisition, positioning the company as a leading technology solution in the multifamily space.
  • Led a diverse team of onboarding professionals, fostering collaboration, accountability, and performance excellence across various roles.

Education

Bachelor of Arts - Economics

Rollins College
Winter Park, FL
08.2019

Skills

  • Customer Onboarding & Success Strategy
  • Product Demos & Executive Training
  • CRM & Support Workflow Design
  • Cross-Functional Collaboration
  • Revenue Expansion & Upselling
  • Marketplace & SaaS Platform Expertise
  • Data-Driven Feedback to Product & Engineering
  • B2B Procurement & Multifamily Operations
  • Relationship management
  • Team leadership
  • Proficient in CRM [Salesforce, HubSpot]

Languages

  • English
  • Spanish

Languages

English
Professional
Spanish
Professional

Timeline

Customer Success Director

RE-OPS
06.2023 - Current

Enterprise Account Manager

SmartRent
03.2022 - 06.2023

Onboarding Director

SightPlan
01.2020 - 09.2021

Bachelor of Arts - Economics

Rollins College

Similar Profiles

CREATE PROFILE