Draean D. Nash
Pflugerville,TX
Summary
With over 15 years of experience in the tech and software industries, I am a seasoned Customer Success Manager who is passionate about delivering high-quality service and value to clients. My core competencies include lifecycle management, data analysis, account management, and cross-departmental collaboration.
Overview
15
15
years of professional experience
1
1
Certificate
Work History
AM and CSM Accomplishments
All
- Managed clients such as Coty Beauty, Boeing Federal Credit Union, Wendy's Corporation, Freightliner, Penske Trucking, Mars Pet, GlaxoSmithKline, Florida State University
- Helped to pioneer the creation of a Customer Success department and playbook, optimizing management processes and elevating client engagement
- Managed and served as the primary point of contact for a portfolio of over 60 high-value enterprise clients, accountable for ARR exceeding $25 million
- Averaged production time savings of 37 minutes for enterprise trucking accounts
- Utilized data-driven insights, harnessing analytics and identifying cross-sell and upsell opportunities to craft strategies that yielded a 22% increase in client revenue growth
- Secured groundbreaking contract worth $12 million during critical holiday season, underscoring exceptional negotiation skills and business acumen
- Developed and implemented structured monthly engagement strategies for the CSM department, including calls, email campaigns, and webinars, resulting in a 14% reduction in client churn
- Spearheaded streamlining cross-departmental guidelines for client interactions, seamlessly integrating client feedback into technical R&D and sales processes. This contributed to an 18% increase in NPS
- Distribution Supervisor who managed a team of 7 personnel and 6 fleet vehicles while coordinating operations of the warehouse, and managing inventory of products for optimal distribution efficiency.
Customer Success Manager - Mid-Market
GoGuardian
06.2022 - 10.2023
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Customer Success Manager - Mid-Market
Slingshot By WorkWave
02.2021 - 04.2023
- Created customer support strategies to increase customer retention.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Utilized customer feedback to inform changes and improvements to customer success plans.
Enterprise Customer Success Manager
Checkmarx
03.2019 - 05.2020
- Provided business, technical and product knowledge in support of post-sales activities.
- Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
Enterprise Customer Success Manager
Verizon Connect
05.2014 - 03.2019
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Senior Account Manager
Advantage Sales
10.2008 - 05.2014
- Worked with customers to develop strategic business and account plans.
- Provided extensive support in sales, technical and business areas to key accounts.
- Sold new products and services and developed new accounts to maximize revenue potential.
Education
Some College (No Degree) - Criminal Justice
St. Edwards University
Austin, TXSome College (No Degree) - Criminal Justice
Austin Community College
Austin, TXSkills
- Process Improvement and Training Protocol Development
- Customer Engagement and Communication Excellence
- Proactive Client Engagement Strategies Cross-Departmental Collaboration and Feedback Integration
- Customer Success and Client Portfolio Management
- Data-Driven Sales & Strategy Formulation
- Cross-Selling and Up-Selling Expertise
- Negotiation and Contract Acquisition
Certification
- Value Realization Best Practices for Customer Success Management
- Customer Success Manager: Fundamentals for CSM
- Customer Success: Sales
Awards
Verizon Connect: Circle of Excellence
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