JESS BOCCI
Larkspur,CA
Summary
More than 11 years of experience in enabling Fortune 50-500 companies to leverage enterprise platforms, focusing on aligning technical capabilities with business objectives. Proficient in creating compelling narratives for various personas, including CIOs, CISOs, CTOs, COOs, and CEOs to facilitate adoption and growth. Demonstrated success in utilizing case studies and executive communications to enhance customer engagement and retention. Experienced in establishing voice of customer initiatives and producing scalable content playbooks.
Overview
16
16
years of professional experience
Work History
Principal Strategic Customer Success Manager
PagerDuty
San Francisco
04.2025 - Current
- Voice of the Customer (Netflix): Orchestrating an executive‑level VOC program for Netflix with 40+ enhancement requests at risk; created intake taxonomy, documented use‑case/value, and drove product roadmap reviews with PD product leaders to de‑risk churn and show concrete roadmap shifts.
- Product Sponsorship Program: Designed and rolled out a scalable VOC initiation model (“Product Sponsorship”) that pairs marquee customers with PD exec/product owners; instituted quarterly sponsor reviews, decision logs, and comms templates to ensure customers feel heard and prioritized.
- Launch communications: Draft prescriptive, customer‑specific launch narratives for marquee accounts; include CTA to live briefings with PD leadership; run follow‑up enablement (FAQ, talk tracks, KPI scorecards) to accelerate adoption.
- Customer storytelling: Partner with Marketing to nominate and produce customer stories; secured a Twilio video testimonial at our customer event and prepped speakers for internal all‑hands to amplify proof points.
- Executive briefings: Lead end‑to‑end exec prep for ELT customer ELT meetings—own briefing docs, internal prep calls, objectives/outcomes, risk/ask framing, and post‑meeting follow‑through.
- Competitive positioning + ROI: Build field‑ready differentiation vs. incident.io and others; run ROI assessments tied to reliability and automation outcomes (availability, MTTA/MTTR, toil hours saved).
- Enterprise training/comms (HPE global): Led change‑management plan and enablement series for HPE; developed content and logistics for a 150‑developer session in India, driving adoption of PD runbooks/AIOps features.
- AI‑first workflows: Use AI daily to design playbooks, summarize VOC signals, create briefing templates, and measure narrative effectiveness; standardized dashboards to track portfolio health and comms impact.
- Results: Managed $20M+ enterprise portfolio; 100% renewal rate in 2025 Q3–Q4, including $150K uplift at Palo Alto Networks; reduced churn risk across marquee accounts through VOC + sponsorship model.
Principal Customer Success Account Manager
Docusign
San Francisco
11.2020 - 04.2025
- Executive engagement: Ran executive briefing programs for Fortune 50 accounts (Google, Salesforce, Cisco, Uber); owned agenda strategy, pre‑reads, talk tracks, and post‑meeting action plans aligned to upsell or churn‑mitigation goals.
- Narrative and positioning: Translated CLM/eSign capabilities into CFO/COO/Legal Ops outcome narratives (cycle time, compliance, cost‑to‑serve); equipped sales with objection‑handling and competitive proof points.
- Campaigns and enablement: Launched targeted adoption/expansion campaigns; built 30/60/90 enablement tracks and COE toolkits; coordinated cross‑functional comms so stakeholders were prepped and accountable.
- Training and change management: Designed communication plans and multi‑session training programs to drive feature activation; measured turnout, usage lift, and executive‑level outcomes.
- Customer storytelling: Drove case‑study pipeline with Marketing; sourced speakers, secured approvals, and packaged measurable results for press, web, and field decks.
- Results: 113% retention / 104% expansion (2023); 157% retention / 117% expansion (2024); delivered material expansions (e.g., Salesforce, Cisco) supported by data‑backed executive narratives and enablement.
Lead Customer Success Account Manager
DocuSign
San Francisco
02.2020 - 11.2022
- Manage the adoption and success of six west coast customers, including Uber, Google, Intel, ServiceNow, Amazon, and Autodesk, overseeing $11.4 Million TCV.
- Lead customer engagements through success planning, executive business reviews, quarterly business reviews, professional services, and training engagements.
- Established customer governance across all levels to maintain customer journey alignment through strategic planning and growth initiatives.
- Led development and execution of 30, 60, 90-day plans, designed digital Centers of Excellence (COEs), and created training and enablement plans for customers.
- Collaborated with cross-functional teams—product engineering, product management, sales leadership, and professional services—to resolve customer challenges promptly.
Senior Customer Success Manager
DocuSign
San Francisco
06.2018 - 02.2020
- Drove adoption plays for Google which resulted in securing the 2020 renewal with $528K of TCV upsell.
- Maximized adoption and growth impact for Uber, Google, TriNet, and Keller Williams, enhancing overall customer engagement.
- Executed strategies to drive adoption and usage by establishing a center of excellence, developing training and enablement plans, and implementing change management best practices.
- Crafted and maintained customer success plans to align with customers' desired outcomes, focusing on measurable metrics and ROI drivers.
Enterprise Customer Success Manager
FinancialForce
San Francisco
10.2017 - 06.2018
- Managed 30 Key Accounts totaling $1.3 Million in ACV.
- Renewal Rate of 103% in Q4.
- 100% Referenceability target attainment in Q4.
- Conducted quarterly business reviews with key stakeholders to align on strategic goals and objectives.
- Built and managed success plans for customers, defining critical success measures to achieve desired business outcomes.
- Monitor adoption rates in Gainsight to illustrate ROI.
- Spearheaded product-focused 'Office Hours' to enhance user adoption.
- Developed a network of customer advocates per quarter.
- Organized and planned the first San Francisco-based Customer User Group.
Community Customer Success Manager
FinancialForce
San Francisco
06.2016 - 10.2017
- Developed community engagement lifecycle playbooks using Gainsight to enhance customer interaction.
- Oversaw 300 standard support customers, contributing to $1.5 million in annual contract value.
Enterprise Strategic Account Manager
Localytics
San Francisco
10.2015 - 06.2016
- Secure growth opportunities and drive user adoption.
- Identify ways to improve and optimize intended business results.
- Oversaw all aspects of ongoing contractual agreements, including upsell and renewal processes.
- Managed 50 key accounts such as Sony, Cisco, Honest Company, and Nordstrom.
- Secured largest renewal with Nordstrom for $178,568 with $50K in upsell add-ons.
- 100% renewal rate in Q1 with 12 renewals.
Renewals Customer Success Manager
Guidebook
San Francisco
08.2014 - 10.2015
- The first hired CSM to pioneer and build the entire team from the ground up.
- Maximize account growth by identifying upsell and cross-sell opportunities upon contract renewal.
- Analyze customer feedback to create standards for continuous process optimization.
- Upsell revenue closed at $156,489.
- Renewal revenue closed at $424,801.
- Averaging 95% renewal rate of book of business.
Account Executive SMB
New Relic
San Francisco
01.2014 - 08.2014
- Hand Selected to pioneer new segment focusing on Startups/Small Businesses.
- Total revenue closed $90,100.
- Retained 100% of book of business for Q1-Q2.
- Educate customers on using New Relic's APM software, maintenance, and pricing options.
- Responsible for customer retention and revenue growth by aligning client goals with New Relic.
Enterprise Sales Development
New Relic
San Francisco
10.2013 - 01.2014
- Generate new business opportunities to fuel the sales pipeline.
- Help create and prioritize strategic target account lists within a defined territory.
- Research and build new and existing accounts (i.e. adding contacts, sending emails, strategic calling).
- Work alongside Enterprise Account Executives introducing them to clients closing any deals <$10K.
Mid Market Sales Development
New Relic
San Francisco
08.2012 - 10.2013
- Initiate sales process by aiding clients in deploying New Relic Pro trial.
- Attained 1,775 lead passes which produced 103 closings totaling $378,618 in total revenue.
- Achieved 129% of lead pass goal in tenure as Sales Development Rep.
- Managed all sales Zendesk supporting tickets to the appropriate party for resolution.
Senior Account Executive
Yelp
San Francisco
06.2011 - 07.2012
- Booked $300K in net new revenue in 16 months.
- Selected for Key Accounts pilot program and closed a multi-location deal for $23K.
- Generate, hunt, and secure net new deals.
Account Executive, Yelp Deals
Yelp
San Francisco
06.2010 - 08.2011
- Hand-picked by Sales Director to pioneer sales of first Yelp Deals team to pilot new marketing product, working hand-in-hand with all departments to ensure a successful launch campaign.
- Had the first Yelp Deal run and sell out in 10 hours for a $40K deal.
Education
BACHELOR OF INTERDISCIPLINARY - Business & Communication
Arizona State University
Tempe, AZ01.2010
Skills
- Strategic account planning
- ROI analysis
- MEDDPICC
- Customer success plans
- 30, 60, 90 day plans
- Executive relationship management
- Value realization strategy
- Product roadmap review
- Executive business reviews
- Gainsight
- Jira
- Salesforce
- Tableau
- Google Suite
- Docusign
- Change management
- Commercial negotiation
- Adoption strategy
Accomplishments
- EVERAFTER Award Winner for 2022 - 25 Most Creative CS Leaders
- Creator of Customer Success America's Cultural Committee at DocuSign
- Creator of Speed Mentoring Sponsorship Program at DocuSign
- Creator of Customer Success Employee Onboarding Program at DocuSign
- DocuSign Product Knowledge Certification in Web Application Admin Course, SFDC Course, Template Building, Powerform Building, and CLM
References
- Shirin Aminabadi, Senior Revenue Partnerships, Asana, 415-866-3141, skaminabadi@gmail.com
- Kathryn Hogarth, Principal Customer Success Manager, Checkr, 415-827-0929, kathrynJHogarth@mail.com
- Natalie Barry, Enterprise Account Executive, Cisco, 760-420-6636, natalierupp@gmail.com
Timeline
Principal Strategic Customer Success Manager
PagerDuty
04.2025 - Current
Principal Customer Success Account Manager
Docusign
11.2020 - 04.2025
Lead Customer Success Account Manager
DocuSign
02.2020 - 11.2022
Senior Customer Success Manager
DocuSign
06.2018 - 02.2020
Enterprise Customer Success Manager
FinancialForce
10.2017 - 06.2018
Community Customer Success Manager
FinancialForce
06.2016 - 10.2017
Enterprise Strategic Account Manager
Localytics
10.2015 - 06.2016
Renewals Customer Success Manager
Guidebook
08.2014 - 10.2015
Account Executive SMB
New Relic
01.2014 - 08.2014
Enterprise Sales Development
New Relic
10.2013 - 01.2014
Mid Market Sales Development
New Relic
08.2012 - 10.2013
Senior Account Executive
Yelp
06.2011 - 07.2012
Account Executive, Yelp Deals
Yelp
06.2010 - 08.2011
BACHELOR OF INTERDISCIPLINARY - Business & Communication
Arizona State University