Summary

Overview

Work History

Education

Skills

Languages

Timeline

JAMES MARCHESANO

Plainview,NY

Summary

Dynamic customer success professional with extensive experience in customer account management and product adoption strategies. Skilled in creating and delivering impactful training sessions and fostering strong client relationships to drive engagement and long-term retention.

Overview

2026

years of professional experience

Work History

Customer Success Manager / Product Specialist

Rinsed

05.2024 - 02.2026

Managed customer lifecycle from onboarding to training and weekly calls, ensuring long-term success for 80+ client accounts while enhancing product adoption and retention among SMB, mid-market, and enterprise customers in the car wash industry.
Facilitated virtual and on-site training sessions for stakeholders, including frontline sales teams and C-suite executives, enhancing user adoption and engagement.
Minimized churn by assisting at-risk accounts through strategic consulting initiatives and customized product guidance
Collaborated with sales and solutions teams to execute 15+ enterprise-level product pilots, ensuring high-touch customer experience
Addressed 15+ tier-2 support issues weekly, reducing escalation backlog and enhancing overall support efficiency.
Developed and sustained scalable training and support documentation enhancing onboarding consistency
Collaborated with cross-functional teams to address client feedback and improve service delivery.

Implementation & Customer Success Specialist

IgniteWash

01.2024 - 05.2024

Established onboarding workflows and implementation processes as first customer success hire. Developed comprehensive strategies to enhance new customer integration.
Crafted and implemented comprehensive onboarding programs facilitating immediate product adoption
Executed personalized client training regarding platform features strengthening early-stage engagement and long-term retention
Coordinated with leadership (CEO/CTO) to craft customer success strategy and refine operational processes
Designed custom sales graphics in Adobe Illustrator to elevate in-lane sales performance for clients.
Coordinated tablet deployment lifecycle featuring MDM enrollment logistics and ongoing device assistance
Executed real-time troubleshooting and customer support across onboarding and post-implementation phases.

Boiler Operator/Facilities Maintenance Engineer

Watchtower Bible & Tract Society of New York

2014 - 2024

Operated and maintained high-pressure boiler systems, ensuring safe, compliant, and efficient plant operations
Coordinated contractors and assisted large construction and infrastructure projects
Led preventative maintenance and major repairs across HVAC, plumbing, and mechanical systems in large-scale facilities
Supported installation, troubleshooting, and upgrades of HVAC and control systems across commercial environments
Maintained critical infrastructure including LP gas systems and campus-wide mechanical operations
Responded to real-time service issues, minimizing downtime and ensuring operational continuity

Video Editor / Producer

Honest Motion

05.2017 - 01.2020

Created and refined B2B marketing and documentary-style video content utilizing Adobe Premiere Pro.
Collaborated with clients to deliver high-quality visual storytelling aligned with brand goals

Education

High School Diploma -

Plainview Old Bethpage JFK High School

Plainview, NY

Certification - Refrigeration And Air Conditioning

Wilson Technological Institute

Dix Hills, NY

06-2014