Massimo Selim
Murrieta,California
Summary
Accomplished Director of Customer Success with over 7 years of experience in strategic management and client success. Specializes in managing enterprise accounts exceeding $10 million ARR. Known for forward-thinking approach to digital transformation, cultivating strategic partnerships, and aligning business objectives with innovative AI/BPA solutions to drive growth and elevate customer satisfaction. Skilled in leveraging strategic management expertise to achieve tangible business results and broaden market presence.
Overview
7
7
years of professional experience
Work History
Director of Customer Success
ProcessMaker
12.2022 - Current
- Directed team of 10 Customer Success Managers to achieve ARR and retention targets.
- Launched strategic campaigns for products, increasing closed deals by 15% for Process Intelligence and 35% for managed in FY2024.
- Develop strategic partnerships, expanding business with key clients and government bodies.
- Drive strategic growth across enterprise accounts valued at 2.5M, implementing targeted QBR/EBR sessions to maximize client ROI and foster long-term partnerships.
- Positioned ProcessMaker as the leading AI/BPA solution for Kaiser hospital system by driving digital transformation initiatives.
- Spearheaded collaborations with software resellers, achieving successful entry into government and banking markets.
- Implemented contact expansion strategies, enhancing connections with 80 executive and technical stakeholders.
Senior Enterprise Client Success Manager (WFR)
LivePerson
01.2022 - 09.2022
- Oversaw enterprise accounts exceeding 5M in ARR to ensure optimal health and success.
- Conducted monthly operational reviews with C-level executives to provide insight into overall account health, and to leverage operational data into insightful recommendations
- Collaborated with internal technical teams including Solutions Engineers, Solutions Architects, and Product Managers to meet client goals.
- Developed customized analytics frameworks aligned with client KPIs, translating complex operational data into actionable recommendations for enterprise growth
- Developed Joint Success Plans with clear objectives to identify growth opportunities.
Senior Client Success Manager
Snap Finance
06.2019 - 01.2022
- Led client training and relationship building, enhancing merchant loyalty and sales growth.
- Boosted transaction volume through strategic business reviews with merchant partners.
- Developed sales team incentives, achieving 35% increase in sales volume.
- Managed 120+ accounts, fostering growth and retention through effective liaison work.
Client Success Manager
Houzz
06.2019 - 11.2020
- Trained clients on software integration, ensuring smooth adoption and system efficiency.
- Optimized client success strategies through tailored solutions, consistently surpassing account growth and retention benchmarks
- Implemented customized project management solutions, identifying pain points and developing targeted strategies for business improvement
- Orchestrated cross-functional partnerships to resolve complex client challenges and streamline implementation processes
- Mentored clients through digital transformation journeys, establishing best practices for sustainable business growth
Key Account Manager
SQA Services
02.2018 - 06.2019
- Directed ten-member inspection team and five-member audit team to achieve operational excellence.
- Collaborate cross-functionally with the Engineering, Manufacturing, Contract, and Procurement departments
- Provided exceptional supplier quality assurance services to meet Fortune 500 client requirements.
- Strategically oversee 2.5M in annual revenue in conjunction with coordinating all inspections and audits
- Lead supplier quality assurance programs in industries including medical devices, pharmaceuticals, aerospace, and semiconductors.
- Cultivate and strengthen relationships to enhance business development and capitalize on new opportunities
Education
MBA - MBA
University of California Irvine
Irvine, CA04.2020
Bachelor's Degree - International Business
California State University Long Beach
03.2018
Associate degree - Business Administration
Golden West College
02.2015
Skills
- Account Management
- Client Success
- Business Development
- Strategic Management
- SaaS
- Business Analysis
- Adobe Creative Suite
- Google Suite
- Microsoft Office
- Tableau
- Team Leadership
- Customer Service
- Analytical Thinking
- Digital Transformation
- Project Implementation
- Analytics Reporting
- Risk Mitigation
- Operational Reviews
- Growth Strategy
- Stakeholder Engagement
Languages
English (Native)
Italian (Highly proficient)
Timeline
Director of Customer Success
ProcessMaker
12.2022 - Current
Senior Enterprise Client Success Manager (WFR)
LivePerson
01.2022 - 09.2022
Senior Client Success Manager
Snap Finance
06.2019 - 01.2022
Client Success Manager
Houzz
06.2019 - 11.2020
Key Account Manager
SQA Services
02.2018 - 06.2019
MBA - MBA
University of California Irvine
Bachelor's Degree - International Business
California State University Long Beach
Associate degree - Business Administration
Golden West College