Matthew Tuning
Dryden,NY
Summary
Dynamic Customer Success Manager offering expertise in building partnerships, retaining key accounts, and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers, and devising successful strategies. Collaborative and strategic team leader with a robust background in customer relationship management.
Overview
6
6
years of professional experience
Work History
Customer Success Manager (Enterprise)
Vultr
03.2025 - Current
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team.
- Played an instrumental role in client satisfaction by working with operational teams for the proper resolution of service issues.
- Served as the primary point of contact and trusted advisor for an enterprise portfolio totaling $52M ARR
- Developed and executed tailored success plans across an enterprise portfolio, driving measurable outcomes by accelerating adoption, optimizing, and expanding Vultr’s IaaS platform.
- Scaled inherited enterprise accounts through retention and expansion initiatives, averaging 126% Net Dollar Retention QoQ, while contributing to nearly 300% Net Dollar Retention across the overall portfolio (including net-new and expanded accounts).
- Maintained 1% gross churn in 2025, retaining 57 of 58 customers while managing high-growth, usage-based enterprise workloads.
- Identified and supported expansion opportunities within existing customers, collaborating with Sales and Solutions Engineering to enable multi-year agreements and increased platform adoption.
- Served as an escalation point for complex technical and operational issues, coordinating cross-functionally to drive resolution, protect customer trust, and mitigate revenue risk.
- Helped design and implement churn tracking and risk indicators, improving early identification of at-risk accounts.
- Contributed to the development of a Customer Journey Blueprint, aligning onboarding, adoption, expansion, and renewal touchpoints to improve consistency at scale.
Senior Customer Success Manager/Team Lead
Cloudways - DigitalOcean
05.2022 - 03.2025
- Manage a portfolio of 370 North American accounts, driving retention and revenue growth.
- Increased MRR from $320K to $410K, contributing to company expansion.
- Maintained a 0.45% churn rate in 2024, significantly reducing customer attrition.
- Foster relationships through regular calls, emails, and chats to identify customer needs and technical challenges.
- Drive expansion by identifying upsell opportunities and delivering compelling product demos.
- Act as a liaison between customers and internal teams, ensuring prompt issue resolution and escalation when needed.
- Monitor customer health using churn alerts and feedback surveys, proactively addressing concerns.
- Ensure SLA compliance, optimizing customer experience, and service reliability.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in recruitment to build team of top performers.
Installation Specialist/CBORD Applications Administrator
CBORD Group Inc
05.2021 - 05.2022
- Installed and upgraded CBORD applications, ensuring seamless deployment.
- Configured ODBC connections and advised on server setup and specifications for new installations.
- Executed SQL queries against SQL/Sybase databases to implement new products.
- Performed database backups and restores to maintain system integrity.
- Adjusted interface configuration files and troubleshot application installations, escalating as needed.
- Provided remote administration support, assisting facilities with daily tasks and troubleshooting application issues.
- Supported reporting projects and database clean-up efforts for remote admin tasks.
- Assessed system configurations and advised on best practices for application deployment and management.
- Remote
Tech Support Specialist
CBORD Group Inc
01.2020 - 05.2021
- Diagnosed, troubleshot, and repaired complex computer systems and software issues.
- Documented case communications and resolutions within the ticketing system.
- Created and maintained training aids, knowledge base materials, and procedural documents.
- Trained and mentored new and temporary support staff.
- Escalated technical issues to development teams as needed.
- Provided technical support via phone, email, and web portal.
- Assisted with ODBC configurations and patch applications.
- Remote
Education
Bachelor of Science - Business Administration And Management
Western Governors University
Salt Lake City, UT08-2026
Associate of Applied Science - Computer Information Systems
Tompkins Cortland Community College
Dryden, NY08-2019
Skills
- Adaptability
- Business development
- Ability to Work Under Pressure
- Leadership
- Communication
- Customer relationship building
- Technical Support
- Analytical Skills
- Churn Management
- Salesforce
Timeline
Customer Success Manager (Enterprise)
Vultr
03.2025 - Current
Senior Customer Success Manager/Team Lead
Cloudways - DigitalOcean
05.2022 - 03.2025
Installation Specialist/CBORD Applications Administrator
CBORD Group Inc
05.2021 - 05.2022
Tech Support Specialist
CBORD Group Inc
01.2020 - 05.2021
Bachelor of Science - Business Administration And Management
Western Governors University
Associate of Applied Science - Computer Information Systems
Tompkins Cortland Community College