Draean D. Nash
Pflugerville,TX
Summary
Seasoned Customer Success Manager with 14 years of experience in tech and software industries. Proven track record in managing high-value accounts, reducing churn, and driving user adoption of products. Excited to leverage skills in lifecycle management, data analysis, and cross-departmental collaboration in a challenging Customer Success Manager role.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Success Manager - Mid-Market
GoGuardian
06.2022 - 10.2023
- Managed a portfolio of 130+ mid-market school district accounts, delivering high-touch service to 40+ clients and maintaining effective low-touch relationships with 90+ clients
- Strategically planned and executed lifecycle success for all clients utilizing Gainsight, while collaborating on the implementation of internal processes to ensure data integrity
- Produced high-quality onboarding and training materials, and leveraged analytical utilization reporting to influence business renewals and foster user adoption.
Customer Success Manager - SMB & Mid-Market
WorkWave
02.2021 - 04.2023
- Administered both SMB and Major clients, managing accounts with an Annual Recurring Revenue (ARR) of $1.7 million
- Compiled and evaluated customer usage data and key performance indicators to anticipate usage trends and modify customer plans accordingly
- Functioned as an intermediary between development, support teams, and clients, ensuring seamless communication
- Diminished customer churn by 3% year-on-year through strategic adjustment of software components to enhance customer value.
Enterprise Customer Success Manager
Checkmarx
Austin, TX
03.2019 - 05.2020
- Oversaw a portfolio of high-value enterprise clients, managing relationships and ensuring seamless onboarding, product adoption, expansion, retention, and renewal, which contributed to the surpassing of all MBO quotas by 15% each quarter
- Implemented a structured monthly engagement strategy, including calls, email campaigns, and webinars, to support business objectives, resulting in an 8% reduction in client churn through risk analysis and creative solution implementation
- Refined cross-departmental guidelines for client interactions and relayed client feedback to executive teams for integration into technical R&D and sales, leading to a further 7% reduction in churn within the first 12 months through strategic use of KPIs, ROI initiatives, and value articulation.
Enterprise Customer Success Manager
Verizon Connect
Austin, TX
05.2014 - 03.2019
- Successfully led the creation and implementation of a Customer Success department and playbook, significantly enhancing management processes and customer engagement
- Managed relationships and served as the primary point of contact for over 60 high-value enterprise clients, responsible for an annual recurring revenue exceeding $15 million, effectively driving the adoption of products and services
- Surpassed revenue targets by 11% by strategically identifying and leveraging cross-selling and up-selling opportunities, while improving driver efficiencies by an average of 37 minutes through the utilization of key performance indicators.
Senior Account Manager
Advantage Sales & Marketing
Austin, TX
10.2008 - 05.2014
- Orchestrated the distribution of promotional marketing funds for a multitude of national accounts, optimizing resources effectively
- Utilized sales analytics and profitability reports to formulate efficient selling strategies, resulting in 10-15% client growth
- Successfully negotiated a substantial contract valued at $12 million during the holiday season and established training protocols to improve product knowledge, thereby augmenting value and return on investment.
Education
St. Edwards University
Austin Community College
Skills
- Customer Relationship Management (CRM) software proficiency
- Data analysis and reporting
- Knowledge of customer success processes
- Communication skills
- Adaptability
- Empathy and customer care
- Problem-solving abilities
- Strategic planning
- Google Suite
- Organizational skills
- Relationship building
- Time management
- Customer Retention
- Microsoft 365
Certification
- Value Realizations Best Practices for Customer Success Management
- Customer Success Management: Fundamentals for CSM
- Sales: Customer Success
Accomplishments
- Verizon Connect: Circle of Excellence
Timeline
Customer Success Manager - Mid-Market
GoGuardian
06.2022 - 10.2023
Customer Success Manager - SMB & Mid-Market
WorkWave
02.2021 - 04.2023
Enterprise Customer Success Manager
Checkmarx
03.2019 - 05.2020
Enterprise Customer Success Manager
Verizon Connect
05.2014 - 03.2019
Senior Account Manager
Advantage Sales & Marketing
10.2008 - 05.2014
St. Edwards University
Austin Community College
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