Nicholas Sarlo
Fairfield,CT
Summary
Accomplished Customer Success professional with over a decade of relationship management experience delivering results for clients. Most recently having created the Customer Success program at LRQA (EiQ), driving $220k in revenue growth and a 113% net retention rate for 2024 while serving as a thought leader across the organization.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Founding Customer Success Manager
LRQA
New York, NY
11.2022 - Current
- Created Customer Success program as initial CSM
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
- 96% GRR, 113% NRR achieved in 2024
- Won $221k in Up/Cross-sell revenue
- 100% CSAT across a $1.7 million client portfolio (Strategic)
- Served as the primary support contact for strategic accounts, acting as part of the key account management team
- Advocated for stronger product development processes to ensure stronger sprint planning and resource allocation
- Developed standardized documentation for CS function
- Created and managed client advisory board as well as designed renewal structure and process
- Served as CRM admin (Salesforce/Akita)
Vice President, Customer Success
Morgan Stanley
New York, NY
02.2022 - 09.2022
- Generated over $215 million in new asset movement (average of $8.6 million per transaction) across 25 transactions
- Specialized in Series C to Series E liquidity offerings (Tender Offers, Buybacks, Splits, M&A)
- Evaluated investment potential of companies with thorough assessments of historical data, operational activities and future objectives
- Drove process enhancement across legal, deal-team, and consulting partners both internal and external to maximize efficiencies
Strategic Customer Success Manager, North America
Napier
New York, NY
02.2021 - 02.2022
- 1st CSM in North America-responsible for building the US Account Management program from ground up, focusing on improving revenue at renewal.
- Upsold over $145k against an annual goal of $50k (290%) by enhancing the QBR process with multi-threading across the client base and their respective organizations.
- Achieved a 100% net retention rate by improving on previous friction points between the clients and the product team, to ensure the seamless delivery of key initiatives.
- Delivered a 10 out of 10 NPS score year over year by utilizing more forward engagement tactics.
- Managed a complex $2.3 million ARR portfolio, comprised of 22 strategic accounts, with an average of $100,000 per account.
- Served as Gainsight and HubSpot admin
Senior Customer Success Manager
ComplySci
New York, NY
04.2020 - 02.2021
- Achieved a 98% Net Retention Rate including renewals of three top-5 clients
- Averaged a 9 out of 10 NPS against goal of 7
- Managed a concentrated portfolio of over 25 Enterprise/Strategic Accounts (Total ARR of $2.8 million)
- Closed over $375k in upsell revenue (187% above goal) by engaging other divisions within the client to expand the relationship
- Served as Regulatory and Product subject matter expert for clients and spoke at over 10+ client events
Customer Success Manager
ComplySci
New York, NY
04.2019 - 04.2020
- Acted as the primary point of contact for the client relationship, acting as the internal advocate, and champion for the client
- Served as a knowledge leader on the team managing Banks, Broker Dealers, Hedge Funds, PE, VC, etc.
- Upsold over $265,000 in first year (target goal was $100,000)
- Exceeded goal of 95% with a 97% Net Retention Rate achieving the strongest renewal rate on the team
- Turned around 9 at-risk Tier 1 accounts with an approximate ARV of over $500k
- Guided technical troubleshooting calls/demos for clients with a variety of configurations and software processes
Account Executive
Liberty Mutual
Connecticut
08.2018 - 04.2019
Relationship Manager
Bank Of America
Connecticut
08.2016 - 06.2018
Relationship Manager I & II
TD Bank
Connecticut
04.2011 - 04.2016
Education
Bachelor of Arts - Economics
Central Connecticut State University
New Britain, CTSkills
- Renewal/contract negotiation
- Gainsight/Planhat administrator
- Salesforce/Hubspot
- Microsoft Excel/SQL/Python
- Interpersonal communication
- Organizational skills
- Strategic planning
- Multitasking
- Stakeholder management
- Client service optimization
Certification
Securities Industry Essentials-FINRA license
Skills
References
References available upon request.
Timeline
Founding Customer Success Manager
LRQA
11.2022 - Current
Vice President, Customer Success
Morgan Stanley
02.2022 - 09.2022
Strategic Customer Success Manager, North America
Napier
02.2021 - 02.2022
Senior Customer Success Manager
ComplySci
04.2020 - 02.2021
Customer Success Manager
ComplySci
04.2019 - 04.2020
Account Executive
Liberty Mutual
08.2018 - 04.2019
Relationship Manager
Bank Of America
08.2016 - 06.2018
Relationship Manager I & II
TD Bank
04.2011 - 04.2016
Securities Industry Essentials-FINRA license
Bachelor of Arts - Economics
Central Connecticut State University
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