Michael Mocerino
Brooklyn,NY
Summary
A creative and forward-thinking leader with 8 years of innovative Customer Success experience in the SaaS space. Leverages empathetic customer communication skills to deliver the best user experience for clients, driving ARR and LTV growth. Thrives as a self starter in a fast-paced work environment.
Overview
14
14
years of professional experience
Work History
Senior Customer Success Manager
Guru Technologies
New York, New York
01.2024 - 11.2024
- Achieved 100% of quarterly personal NPS and renewal targets for 3 consecutive quarters.
- Monitored metrics and developed actionable insights to improve efficiency and performance, including account health and client referenceability.
- Delivered quarterly impact reviews and regular ROI readouts to partners, from senior stakeholders to C-Suite executives.
- Provided detailed reports on customer health scores based on usage data collected over time.
- Delivered monthly Success Plans to main stakeholders, tracking metrics to deliver successful quarterly business reviews to C-suite executives.
- Maintained 90% retention rate.
Manager of Customer Success
Bonusly
New York, NY
01.2021 - 01.2024
- Manage 5 strategic Enterprise accounts while managing 7 team members consisting of MM CSMs. Lead weekly one on ones and CS monthly check-in meetings.
- Maintain a Gross Churn rate below 1.7%, and consistently keep net churn in the negative each month at -1.45%.
- Consistently hit Bonusly expansion goals by 30% by curating revenue boosting CTA's and risks in Gainsight.
- Created and implemented a quarterly business review process for MM CSMs with a goal of boosting our overall client health score by 20%. This was achieved in Q2 of 2020.
- Built a CSM playbook, consisting of quick outreach templates for renewals, risks, and opportunities.
- Managed and helped implement our Gainsight integration by helping to curate CTA's and Gainsight playbooks for CSMs.
- Train and mentor new team members to promote productivity, accuracy, and to learn Bonusly's approach to CS.
Customer Success Manager
Bonusly
New York, NY
03.2020 - 01.2024
- Managed 24 strategic accounts.
- Successfully achieved 100% contract renewal and consistently hit our expansion goals, finishing 2020 at 130% of our expansion goal.
- Managed onboarding, executive business reviews, optimization, and renewals/expansion.
- Partnered with sales bringing over 20 customer references to help close deals.
- Curated an account transfer process for new CSMs to offer the best experience for our customers at handoff.
Customer Success Manager
Yotpo
New York, NY
05.2018 - 03.2020
- Acted as a trusted advisor to 50 strategic Mid Market accounts and managed over $3.5 million ARR.
- Managed client implementation and launch including change management, best practices, product training, and optimization.
- Exceeded annual goals with client renewal rate above 90%.
- Achieved 100% contract expansion on renewing clients.
- Conducted client facing Quarterly Business Reviews sharing account successes, health score and opportunities.
Customer Success Manager
informed.co
Jersey City, NJ
01.2017 - 05.2018
- Maintained proactive communication with customers through all stages of the customer journey (Sales, Pre/Trial, Orientation, Trial, Onboarding, Adoption.)
- Led live chat and video conference pre-trial engagement with prospective leads.
- Built and conducted continued best practice webinar sessions, leading to an increase in adoption, growing MRR by 15% in three months.
- Created, implemented, and curated a training video series library using data from customer pain points to reduce churn and drive overall success.
- Managed customer adoption and optimization during trial, increasing trial conversion by 10%.
General Manager
Teavana
01.2011 - 01.2017
- Created a recurring revenue program through customer loyalty, increasing revenue by 8% per month.
- Consistently inspired partners to achieve company-wide recognition in individual growth, sales, and the customer experience through competition, training and execution.
- Received global recognition in both personal and store sales goals and success, driving 50% sales growth over 2015 and routinely appearing in company’s top 40 sales reports.
Education
Business Administration
Sussex County College
01.2017
Skills
- Exceptional written and verbal communication skills
- Ambitious and imaginative approach to problem-solving with an entrepreneurial mindset
- Advanced proficiency in SaaS tools
including: SalesForce, Gainsight,
Slack, Zendesk, Intercom Asana, Sunsama,Trello, Zoom, Confluence, G-suite as well as Microsoft office
Timeline
Senior Customer Success Manager
Guru Technologies
01.2024 - 11.2024
Manager of Customer Success
Bonusly
01.2021 - 01.2024
Customer Success Manager
Bonusly
03.2020 - 01.2024
Customer Success Manager
Yotpo
05.2018 - 03.2020
Customer Success Manager
informed.co
01.2017 - 05.2018
General Manager
Teavana
01.2011 - 01.2017
Business Administration
Sussex County College
Similar Profiles
Vishnu KasthuriVishnu Kasthuri
Junior Software Developer at GURU GOWRI KRUPA TECHNOLOGIESJunior Software Developer at GURU GOWRI KRUPA TECHNOLOGIES
NITISH SHARMANITISH SHARMA
Project Manager at Serverless Guru (Client: Air Canada)Project Manager at Serverless Guru (Client: Air Canada)
Arpandeep KaurArpandeep Kaur
Web Developer at Guru Nanak IT SolutionWeb Developer at Guru Nanak IT Solution
Nick CahillNick Cahill
Enterprise Account Executive at AccessiBeEnterprise Account Executive at AccessiBe
Timothy YaoTimothy Yao
Computer Server Maintenance Technician Intern at Stony Brook UniversityComputer Server Maintenance Technician Intern at Stony Brook University