JASON VILAY
Los Angeles,CA
Summary
Customer Success Manager with 5+ years of experience managing Strategic SaaS customers across software, API, and data solutions. Proven success owning $1M+ ARR portfolio, driving 92-110% net revenue retention, and building long-term executive relationships through data-driven success planning
Overview
5
5
years of professional experience
Work History
CUSTOMER SUCCESS MANAGER
Crunchbase
04.2022 - Current
- Managed full customer lifecycle across a book of 100+ SaaS and API accounts representing more than $1M in ARR.
- Drove Q1 2026 expansion revenue by generating $45K in contract uplifts while maintaining 97.4% net dollar retention.
- Identified adoption, compliance, and churn risks through business reviews and usage analysis, then supported retention and expansion plans for at-risk accounts.
- Led business reviews to connect product adoption with business outcomes and uncover renewal and growth opportunities.
- Handled high-priority escalations and partnered with product, engineering, sales, and support to resolve customer issues and share platform improvement needs.
- Delivered customer training and built onboarding resources for enterprise software and API products.
SR. STRATEGIC CUSTOMER SUCCESS MANAGER
PatientPop Inc.
09.2021 - 04.2022
- Managed a book of business for 50 strategic accounts, ensuring alignment with customer goals and maximizing satisfaction.
- Identified and pursued upsell opportunities, aligning solutions with practice needs to drive annual recurring revenue growth.
- Proactively engaged with clients to enhance product adoption through performance reviews and regular touchpoints.
- Received most CSATs within the CS department with an average of 4.96.
- Presented best practices to customers to help increase search engine optimization and visibility on Google.
- Analyzed performance data on PatientPop software and Google Analytics, providing insights and recommendations to expand the business's growth.
CUSTOMER SUCCESS MANAGER
PatientPop Inc.
04.2021 - 09.2021
- Achieved 230% of quarterly upsell target, leading Customer Success SMB upsell metrics in Q3 and setting team record.
- Received the highest CSAT in the CS department with a 4.96 average, reflecting exceptional client satisfaction.
- Supported 2,000+ SMB accounts in a shared team model, enhancing client relations and driving retention.
Education
B.S. - Criminal Justice, Sociology Minor
San Diego State University
Skills
- Customer Retention
- Account Management
- Subscription renewals
- Expansions and upsells
- Contract Negotiations
- Salesforce
- Zendesk
- Outreach
- Gong
- Planhat
- 3scale
- Snowflake
- API & Data Solutions
- Jira
- DocuSign
- Zuora
Accomplishments
- UPSELL AND RETENTION
- Crunchbase | Q1 2026
- 97.4% retention of BoB and 45k in uplifts renegotiating contracts by driving more value
- TOP CSM OF THE QUARTER
- PatientPop Inc. | Q4 2021
- Top SMB CSM awarded for leadership and performance within the entire Customer Success Department
Timeline
CUSTOMER SUCCESS MANAGER
Crunchbase
04.2022 - Current
SR. STRATEGIC CUSTOMER SUCCESS MANAGER
PatientPop Inc.
09.2021 - 04.2022
CUSTOMER SUCCESS MANAGER
PatientPop Inc.
04.2021 - 09.2021
B.S. - Criminal Justice, Sociology Minor
San Diego State University