ERICA GASBARRO
Fort Lauderdale,FL
Summary
Dynamic senior leader with a passion for building and scaling high-impact post-sale, account management, and customer success teams in fast-paced SaaS environments. Proven track record in leading and mentoring multi-level, globally distributed teams, driving significant improvements in expansion, retention, and renewals for mid-market and enterprise customers. Strategic operator with expertise in forecasting, Salesforce, and performance analytics, complemented by exceptional communication skills that unite Sales, Product, and Customer Success to achieve measurable growth. Committed to fostering a culture of excellence and collaboration that propels organizational success.
Overview
10
10
years of professional experience
Work History
VICE PRESIDENT OF OPERATIONS
Global Source Data Solutions (GSDSI)
01.2025 - Current
- Senior leader responsible for post-sale revenue operations, customer success, and account management for a global data intelligence company.
- Own retention, expansion readiness, and post-sale execution across a complex, data-driven customer base.
- Designed and operationalized a cohesive customer journey framework aligning pre-sale expectations with onboarding, delivery, renewals, and expansion strategy.
- Partner directly with Sales and executive leadership on renewals, expansion planning, solution feasibility, and long-term account growth.
- Lead and mentor cross-functional, remote teams supporting customers across North America, with active collaboration across EMEA and APAC stakeholders.
- Built operational infrastructure, playbooks, and reporting to support scale, predictability, and improved revenue visibility.
- Own CRM strategy end-to-end, including lifecycle stages, forecasting inputs, workflows, reporting, and data hygiene.
- Act as executive escalation point for high-value and at-risk accounts to protect revenue and strengthen long-term customer relationships.
DIRECTOR OF ACCOUNT MANAGEMENT → STRATEGIC COMMUNICATIONS CONSULTANT
Ingenious Build (SaaS Startup)
01.2024 - 01.2025
- Built and scaled the Customer Success and Account Management function during rapid company growth.
- Designed and implemented a full customer journey framework from onboarding through renewal and expansion.
- Hired, onboarded, coached, and mentored a growing team responsible for retention and expansion outcomes.
- Owned the full post-sale customer lifecycle, including onboarding, adoption, renewals, and expansion identification.
- Established engagement models, operating cadence, and success metrics to drive predictable outcomes.
- Served as executive escalation point for strategic and at-risk accounts.
- Partnered closely with Sales, Product, and Engineering to align customer insights with roadmap and revenue strategy.
FOUNDER & PRINCIPAL CONSULTANT
Gem Consulting Solutions, LLC
01.2024 - Current
- Advise SaaS and technology companies on post-sale revenue strategy, customer journey design, and executive-level customer communication.
- Design customer journey frameworks that improve consistency, adoption, and retention across customer-facing teams.
- Led end-to-end technology implementations for construction and technology clients, owning rollout strategy, execution, and customer outcomes while developing standardized SOPs to support adoption, consistency, and long-term account growth.
- Translate qualitative customer feedback into scalable systems, operating standards, and lifecycle improvements.
- Helped construction and technology organizations optimize how they leverage technology in day-to-day operations to increase revenue, reduce contingency costs, and minimize costly errors through improved implementation, enablement, and operating standards.
SENIOR MANAGER, ADOPTION SERVICES
Autodesk (via PlanGrid acquisition)
01.2016 - 01.2024
- Senior people leader within a global enterprise SaaS organization following acquisition by Autodesk.
- Led and mentored 20+ direct and indirect reports across multiple teams supporting enterprise and mid-market customers.
- Managed distributed teams across the U.S. while partnering closely with global counterparts across EMEA and APAC to support a worldwide customer base.
- Built scalable onboarding, implementation, training, and adoption programs used by global customers.
- Designed product enablement strategies that accelerated time-to-value and supported post-sale expansion.
- Guided teams through startup-to-enterprise transition, introducing structure, metrics, and accountability at scale.
- Partnered with Sales leadership on adoption strategy, customer health, and long-term account value.
- Collaborated cross-functionally with Product and Engineering to influence roadmap priorities based on customer outcomes.
Education
M.S. - Construction Management
Washington University in St. Louis
01-2012
B.Arch. - Architecture
University of Florida
01-2009
Skills
- Customer Journey Framework Design
- Post-Sale Revenue Growth (Retention & Expansion)
- Account Management & Lifecycle Ownership
- Product Expertise, Implementation & Adoption Strategy
- Onboarding, Training & Enablement Programs
- Paid Services & Post-Sale Revenue Programs
- Global & Remote Team Leadership
- Manager Coaching, Mentorship & Team Development
- CRM Ownership, Forecasting & Revenue Visibility
Timeline
VICE PRESIDENT OF OPERATIONS
Global Source Data Solutions (GSDSI)
01.2025 - Current
DIRECTOR OF ACCOUNT MANAGEMENT → STRATEGIC COMMUNICATIONS CONSULTANT
Ingenious Build (SaaS Startup)
01.2024 - 01.2025
FOUNDER & PRINCIPAL CONSULTANT
Gem Consulting Solutions, LLC
01.2024 - Current
SENIOR MANAGER, ADOPTION SERVICES
Autodesk (via PlanGrid acquisition)
01.2016 - 01.2024
M.S. - Construction Management
Washington University in St. Louis
B.Arch. - Architecture
University of Florida