Dragan Krstic
Data-Driven Customer Success & SaaS Professional
San Diego,CA
Summary
Results-driven Customer Success Manager with 6 years in fast-paced SaaS, and 10+ years in customer relationship. Specializing in client retention, revenue growth, and process automation. Expert in leveraging Tableau, Jira, and Adaptive Planning to optimize outcomes. Customer-obsessed with high EQ, excelling in problem-solving, strategic planning, and transformation projects—especially in the hospitality sector. Proven track record in enhancing engagement, loyalty, and team collaboration while driving impactful change.
Overview
9
9
years of professional experience
1
1
Certification
3
3
Languages
Work History
Customer Success Manager - SaaS
Frontline Performance Group
04.2019 - Current
- Company Overview: Remote SaaS organization focused on customer success
- Achieved a record-low churn rate across a portfolio of 100+ clients by implementing proactive engagement strategies
- Drove $5M+ in annual net new revenue by utilizing data insights to optimize client performance and decision-making
- Led a team of 12 consultants in transitioning the company to a full SaaS model, enhancing scalability and client outcomes
- This shift was a major company transformation, moving from a traditional field consultancy to a fully cloud-based SaaS organization, significantly enhancing scalability and operational efficiency
- Optimized customer success metrics (NPS, ROI) through customized strategies and robust data reporting systems
- Managed a $1M ARR portfolio, ensuring sustained revenue growth and client satisfaction while spearheading multiple initiatives to improve business processes, ensuring sustainable growth and customer satisfaction
- Remote SaaS organization focused on customer success
Field Sales Manager
2020 Companies Inc.
01.2019 - 04.2019
- Company Overview: Client: Dell Technologies
- Increased Dell’s market penetration across 48+ retailers by developing and executing targeted sales strategies
- Trained and coached 200+ associates, boosting product knowledge and increasing sales performance
- Optimized sales forecasting and inventory analytics, ensuring accurate product positioning and enhanced sell-through rates
- Client: Dell Technologies
Field Sales Manager
2020 Companies Inc.
10.2018 - 01.2019
- Company Overview: Client: JBL Professional
- Boosted regional sales by 18% YOY through data-driven market share strategies
- Developed strategic partnerships with affiliate distributors, generating new enterprise leads and increasing brand visibility
- Client: JBL Professional
Field Sales Lead
2020 Companies Inc.
04.2016 - 03.2018
- Company Overview: Client: Samsung Electronics America
- Expanded profitability by leveraging BI tools to enhance Samsung’s market presence in Northern Colorado
- Designed and implemented targeted training programs, driving performance improvements across retail partners
- Client: Samsung Electronics America
Education
Business Management
05.2001 -
4.0 GPA
Business/Managerial Economics -
05.2001 -
Skills
Customer Relationship Building
Analytical Reporting Skills
Project Efficiency Enhancement
SaaS Implementation Strategy
KPI Development
Customer retention
Inter-department collaboration
Cross-functional coordination
Teamwork and collaboration
Certification
Financial Markets, Yale University (Coursera)
Accomplishments
- Achieved improved efficiency of onboarding workflow by introducing Trello for implementation tasks and tracking.
- Achieved 55% improvement in billing collection by leveraging relationships to create a sense of urgency and remove roadblocks.
- Achieved quicker and more streamlined onboarding of new hires by creating a job aid for mastering data integration with different hotel PMS`s.
Timeline
Customer Success Manager - SaaS - Frontline Performance Group
04.2019 - Current
Field Sales Manager - 2020 Companies Inc.
01.2019 - 04.2019
Field Sales Manager - 2020 Companies Inc.
10.2018 - 01.2019
Field Sales Lead - 2020 Companies Inc.
04.2016 - 03.2018
Colorado State University Global - , Business Management
05.2001 -
University of Nis - Business/Managerial Economics,
05.2001 -