Summary
Overview
Work History
Education
Skills
Certification
Professional Experience & Environment
Work Availability
Timeline
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Nathaniel Wood

Nathaniel Wood

Customer Success Manager
Charlotte,NC

Summary

Customer oriented Technical Customer Success Manager with 13+ years of experience driving client satisfaction, loyalty, and revenue growth in Cybersecurity, Healthcare, and Telecommunications. Expert in SaaS platform adoption, vulnerability management, IAM/PAM, and DevSecOps workflows. Demonstrated ability to reduce churn by 40% and achieve 110% net retention through proactive risk assessments, ROI-focused upsell strategies, and cross-functional process improvements. Skilled at translating complex security concepts for diverse stakeholders and leading end-to-end implementations that align with compliance standards (HIPAA, PCI DSS, SOC 2).

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Success Manager

Aqua Security
10.2022 - 01.2025
  • Managed 40+ enterprise cybersecurity accounts ($5M+ ARR), driving adoption, expansion, and 108% net retention through strategic success planning.
  • Delivered QBRs and success roadmaps by aligning business goals with platform capabilities.
  • Reduced churn by 30% via risk mitigation strategies, proactive health monitoring, and tailored engagement playbooks.
  • Led technical onboarding, including REST API integrations, PAM configuration, and automated vulnerability workflows across AWS, Azure, and GCP.
  • Partnered with Product, Engineering, and Support to resolve escalations and uncover 15% additional upsell opportunities.
  • Built and maintained a Confluence knowledge base to streamline onboarding and accelerate issue resolution.

Customer Success Manager

Nightfall.ai
01.2022 - 07.2022
  • Assisted in building up the Customer Success program at a Series A AI/DLP startup, building scalable frameworks, playbooks, and workflows.
  • Led technical onboarding for AI/LLM platform, including REST API integrations, access controls, and vulnerability assessments.
  • Partnered with CS leadership to define KPIs and escalation paths, accelerating team efficiency and operational maturity.
  • Managed support queues in Zendesk and Slack, achieving 95% SLA compliance and cutting resolution time by 20%.
  • Delivered executive QBRs to drive adoption and secure renewals, achieving 120% net retention rate.

Customer Success Account Manager

Telware Corporation
09.2020 - 12.2021
  • Managed full sales cycle for SaaS VoIP and ISP solutions, from lead generation through contract close and implementation.
  • Deployed proprietary VoIP systems, hardware, and ISP infrastructure for 50+ SMB clients, ensuring seamless technical onboarding.
  • Oversaw post-sale client relationships, driving satisfaction, renewals, and contributing to 20% ARR growth.
  • Led cross-functional coordination with Ops, Engineering, and Support to streamline onboarding and resolve technical issues.
  • Launched internal Salesforce rollout, building automated workflows and delivering peer training to optimize Customer Success operations.

Inside Sales Account Executive

Emporos Systems
07.2019 - 04.2020
  • Built and scaled the company’s first Inside Sales function, establishing workflows, KPIs, and CRM structures for long-term growth.
  • Customized Salesforce (objects, validation rules, lead routing) and developed onboarding materials, reducing new-hire ramp time by 30%.
  • Managed 50+ customer accounts, delivering technical consultations and identifying upsell opportunities aligned with cybersecurity needs.
  • Surpassed quarterly upsell targets by up to 115% through ROI-driven demos and presentations, accelerating deal cycles by 20% in partnership with engineering.

Application Analyst (Customer Success)

Emporos Systems
03.2017 - 07.2019
  • Resolved 100+ complex support tickets monthly using Microsoft SQL and HIPAA-compliant diagnostic tools, ensuring data integrity and SLA compliance.
  • Collaborated with account managers and developers to translate client feedback into product improvements, accelerating bug fixes and feature releases.
  • Exceeded SLAs by 20% and maintained 90+ NPS across 40+ accounts through proactive issue management and customer engagement.
  • Led end-to-end software deployments, configuring SSO, IAM, XML integrations, and remote access tools.
  • Delivered quarterly technical workshops on SQL, system configuration, and security protocols to improve client adoption.
  • Managed support through Zendesk, phone, and email; hosted cadence calls to track issues, prioritize escalations, and maintain client transparency.

Client Success Manager

Imagine Software
04.2014 - 01.2017
  • Managed 50+ healthcare SaaS clients, ensuring satisfaction and retention through proactive oversight and strategic QBRs.
  • Delivered Tier 1 support via proprietary ticketing system and Microsoft SQL, resolving 75+ tickets monthly within SLA targets.
  • Partnered with engineering and QA to expedite escalations, reducing issue resolution time by 15%.
  • Maintained HIPAA-compliant support workflows, ensuring data security and regulatory alignment.
  • Identified upsell and renewal opportunities with Sales; contributed to year-over-year account growth.
  • Created ROI-driven proposals to support contract expansions and renewals.
  • Traveled on-site for health checks, configuration reviews, and client workshops.
  • Trained end users on system features and automation, boosting adoption and reducing ticket volume.
  • Led cadence calls to review metrics, roadmap alignment, and ticket progress, strengthening client relationships.

Education

Bachelor of Science - Computer Engineering

Central Piedmont Community College
Charlotte, NC
07-2011

Skills

  • Customer Success & Sales
  • Customer Success Management
  • Account Management
  • Onboarding & Implementation
  • Upselling & Renewals
  • SLA Management
  • NPS & CSAT Optimization
  • Strategic & Enterprise Engagement (SMB – Fortune 500)
  • CRM & Collaboration: Salesforce
  • Planhat
  • Zendesk
  • Confluence
  • Slack
  • Microsoft SQL
  • Analytics & Automation
  • REST API Integration
  • SQL Querying
  • Workflow Automation
  • XML Configuration
  • Cloud & Cybersecurity
  • Cloud Providers: AWS/Azure/GCP
  • Containerization & Kubernetes Orchestration
  • Identity & Access Management (IAM/PAM)
  • Application Security (AppSec/DevSecOps)
  • Data Loss Prevention (DLP)
  • Vulnerability Management
  • SaaS Platforms
  • Telecommunications
  • Healthcare: Pharmacy Management Systems
  • AI & Emerging Tech
  • Security-Focused LLM/AI Models
  • Prompt Engineering
  • AI-Driven Threat Detection & DLP
  • Communication & Presentation
  • Time Management
  • Critical Thinking
  • Empathy & Customer Empathy
  • Rapid Learning & Adaptability

Certification

Eagle Scout, Scouting of America

Salesforce Administrator

HIPAA Compliance

PCI DSS Compliance

SOC 2 Compliance

Professional Experience & Environment

  • Enterprise-Level Customer Engagement (8+ years)
  • Technical Stakeholder Communication & Training (8+ years)
  • Startup & Scale-Up Environments (3+ years)
  • Cyber Security Industry (5+ years)
  • Healthcare Industry (5+ years)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Success Manager

Aqua Security
10.2022 - 01.2025

Customer Success Manager

Nightfall.ai
01.2022 - 07.2022

Customer Success Account Manager

Telware Corporation
09.2020 - 12.2021

Inside Sales Account Executive

Emporos Systems
07.2019 - 04.2020

Application Analyst (Customer Success)

Emporos Systems
03.2017 - 07.2019

Client Success Manager

Imagine Software
04.2014 - 01.2017

Bachelor of Science - Computer Engineering

Central Piedmont Community College

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