Diego S. Gomez
St. Cloud,FL
Summary
Customer Success and Strategic Accounts leader with experience driving onboarding, adoption, and revenue growth across high-growth SaaS and marketplace platforms. Proven ability to build customer success functions from 0→1, manage enterprise portfolios, and translate complex platform capabilities into business outcomes. Strong track record of scaling onboarding systems, leading cross-functional execution with product and engineering, and maintaining industry-leading retention (98%+). Fully bilingual in English and Spanish.
Overview
2027
2027
years of professional experience
Work History
Customer Success Director
RE-OPS
2023.01 - Current
- Built and led Customer Success, onboarding, and implementation for a B2B procurement marketplace from the ground up (0→1 environment)
- Successfully onboarded and expanded the platform to 18+ property management companies (~10,000 units), establishing early product-market traction
- Owned end-to-end onboarding and implementation including product demos, kickoff calls, implementation planning, and client training
- Designed and implemented core infrastructure including CRM architecture, onboarding playbooks, support workflows, and performance tracking systems
- Developed and presented a sales and growth dashboard to executive leadership and board stakeholders, tracking month-over-month adoption, transaction volume, and revenue trends
- Led project management and execution of supplier API integrations with major vendors (Lowe’s, Ferguson, Chadwell, Quill), enabling marketplace functionality
- Partnered with Product and Engineering to define and prioritize new features based on customer feedback and portfolio-level insights
- Established onboarding and support performance metrics to improve speed, reliability, and customer experience consistency
- Played a key role in scaling internal operations including employee onboarding, process standardization, and cross-functional alignment
Enterprise Account Manager
SmartRent
2021 - 2023.01
- Managed a portfolio of 15–25 enterprise accounts, including major multifamily operators transitioned from SightPlan following acquisition
- Supported platform adoption across 1M+ multifamily units, representing an estimated multi-million dollar ARR portfolio (~$1.5M–$2M+)
- Led onboarding and implementation of IoT-enabled smart property solutions across 50–80 properties per month, including device deployment and platform configuration
- Conducted product demos, kickoff calls, and implementation planning while analyzing resident usage and adoption data to improve performance and outcomes
- Drove expansion through consultative upselling, contributing to six-figure incremental revenue across accounts
- Delivered executive-level QBRs and roadmap discussions to senior stakeholders, aligning platform capabilities with operational and financial goals
Onboarding Director → Onboarding Coordinator
SightPlan
2017 - 2021
- Onboarding Director (2021 – 2022) and Onboarding Coordinator (2017 – 2021)
- Led onboarding, implementation, and account management for a portfolio of enterprise multifamily clients including Greystar, Equity Residential, Lincoln Property Company, BH Management, Cortland, and Trammell Crow Residential
- Supported platform adoption across 1M+ multifamily units, representing an estimated $1.5M–$2M+ ARR portfolio at ~$1.50/unit pricing
- Built and scaled onboarding programs during rapid company growth from 10,000 to 1M+ units under management
- Led onboarding and implementation for 100+ multifamily clients, managing high-volume deployments across enterprise portfolios
- Oversaw onboarding operations delivering 80–100 property implementations per month at scale
- Maintained 98%+ customer retention, managing churn metrics across the organization
- Developed repeatable onboarding playbooks and frameworks that improved consistency and reduced time-to-value
- Partnered with Sales and Product to refine implementation strategies based on customer feedback
- Led and mentored onboarding teams, driving performance and operational alignment
- Contributed to operational scaling efforts that supported the company’s successful acquisition
- Executed onboarding and implementation for small to mid-sized multifamily communities, primarily supporting C and D class operators
- Configured and deployed answering services and work order management platforms, enabling transition from manual to digital workflows
- Supported early adoption of BYOD (Bring Your Own Device) mobile solutions, helping on-site teams implement mobile-first operations
- Managed onboarding for 20–40 properties per month, ensuring successful system setup, training, and go-live execution
- Provided hands-on customer support during early adoption phases, improving engagement and product usage
- Collaborated with product and operations teams to identify onboarding challenges and improve implementation processes
- Built foundational knowledge of customer workflows and operational pain points that informed later enterprise onboarding strategies
Education
Bachelor of Arts - Economics
Rollins College
Winter Park, FLSkills
- Enterprise Customer Success & Strategic Account Management
- High-Volume Onboarding & Implementation (80–100 properties/month)
- Platform Adoption & Customer Lifecycle Optimization
- API Integrations & Technical Project Management
- Customer Lifecycle Analytics (Adoption, Retention, Expansion)
- KPI Tracking & Performance Optimization (Excel / Google Sheets)
- Cross-functional Collaboration (Product, Engineering, Sales)
- Executive Stakeholder Management & QBR Leadership
- CRM Architecture, Workflow Design & Process Scaling
- Revenue Expansion & Retention Strategy
- AI Product Adoption & Use Case Development (Emerging)
- Bilingual: English & Spanish
Timeline
Customer Success Director
RE-OPS
2023.01 - Current
Enterprise Account Manager
SmartRent
2021 - 2023.01
Onboarding Director → Onboarding Coordinator
SightPlan
2017 - 2021
Bachelor of Arts - Economics
Rollins College