NICHOLAS SUNIGA
Los Angeles,USA
Summary
Strategic leader with 6+ years of experience scaling Customer Success teams across SaaS, EdTech, and Mobility Tech. I've led organizations from early-stage growth to enterprise scale, managing portfolios exceeding $30M ARR and driving measurable improvements in retention, adoption, and expansion. I specialize in building frameworks that connect customer outcomes to business growth, streamlining onboarding, operationalizing insights, and empowering teams through data-driven, empathetic leadership that delivers long-term impact.
Overview
6
6
years of professional experience
Work History
Metro Service Manager
HopSkipDrive
2024.07 - Current
- Oversee success and renewals for 160 enterprise and public-sector clients ($7.6M ARR), aligning operations across Marketplace, RideOps, Trust & Safety, and Support to enhance client outcomes.
- Accelerated client onboarding time by 67% (from 90 to 30 days) through workflow automation, raising first-ride satisfaction from 82% to 96%.
- Built Tableau dashboards linking SLA metrics to outcomes, driving $2M expansion revenue and a 25% lift in executive QBR engagement.
- Raised SLA reliability from 78% to 95% by redesigning marketplace operations, decreasing late arrivals by 24% and increasing sentiment by 18 points.
- Implemented standardized retention playbooks that sustained 98% renewals and kept churn below 1%.
Head of Customer Success
Fyxt
2023.07 - 2024.06
- Launched and scaled Fyxt's first Customer Success organization supporting $12M ARR across enterprise property portfolios.
- Operationalized lifecycle management in Salesforce and Gainsight with automated onboarding, health scoring, and renewal forecasting, shortening cycle time by 45% and improving retention by 16 points.
- Delivered 133% upsell attainment worth $1.6M ARR through ROI-based success planning and asset-level cost savings.
- Introduced client feedback programs aggregating insights from 50 key accounts into product roadmaps, boosting feature adoption and minimizing churn risk by 18%.
- Instituted enablement playbooks and renewal frameworks that standardized the customer journey and lifted forecasting accuracy by 20%.
Regional Manager, Customer Success
Paper Education
2021.03 - 2023.02
- Managed 12 Senior CSMs supporting $30M ARR and 2M+ users, sustaining 110% NRR and more than $3.5M expansion revenue during scaling from Series C to Series D.
- Standardized Customer Lifecycle and Renewal Readiness playbooks across the West, increasing retention by 30% and strengthening executive engagement.
- Developed enablement programs that reduced new-hire ramp by 63% (from 8 to 3 weeks) and sustained 100% team retention.
- Deployed predictive analytics dashboards that lifted adoption by 28% and satisfaction by 20 points through early risk detection.
- Rebuilt QBRs into ROI-focused executive sessions, doubling leadership participation and securing a 20% increase in multi-year renewals.
Senior Customer Success Manager
Paper Education
2020.10 - 2021.03
- Managed a $6.5M ARR strategic district portfolio, achieving 100% NRR and closing Paper's first $1M multi-year enterprise renewal.
- Onboarded 100K+ first-time users in one month for the largest district partnership, delivering a 15% increase in per-student activity.
- Preserved $200K ARR in at-risk accounts by deploying health monitoring and renewal-save strategies.
- Developed analytics dashboards tying usage to learning outcomes, increasing leadership's ability to prove ROI by 25% and helping justify $1M in annual renewals.
- Optimized Product/Support escalation paths, reducing ticket volume by 38% and raising satisfaction 12 points.
Customer Success Manager
Paper Education
2019.10 - 2020.10
- Managed 70 pilot and strategic accounts generating $2M ARR, converting $1.5M into multi-year partnerships through ROI-based frameworks.
- Developed Paper's first customer lifecycle model, reducing time-to-value by 58% and later adopted company-wide as the CS standard.
- Led onboarding for 150,000+ users, resulting in a 60% increase in activation and strong year-round engagement.
- Established scalable success processes across a $1.5M multi-district portfolio adopted nationally as best practice.
- Used Tableau insights to reactivate at-risk districts, improving retention from 74% to 92% and preserving $400K ARR.
Education
Bachelor of Arts - Sociology
California State University, Dominguez Hills
Carson, CA05.2017
Skills
Customer Lifecycle Management
Renewal and Expansion Strategy
Account Growth and Retention
Executive Relationship Management
Data and Performance Analytics
Process Optimization
Implementation and Onboarding
Product Adoption
Team Leadership and Development
Cross-Functional Collaboration
Client Advocacy and Success Planning
Forecasting and ROI Measurement
Communication and Stakeholder Alignment
Asana
Atlassian
ChurnZero
ClientSuccess
Gainsight
Google Workspace
Gong
HubSpot
Intercom
Looker
Looker Studio
Mondaycom
Notion
Pendo
Planhat
Power BI
Salesforce
Seismic
Slack
Tableau
Zendesk
Zoom
Timeline
Metro Service Manager
HopSkipDrive
2024.07 - Current
Head of Customer Success
Fyxt
2023.07 - 2024.06
Regional Manager, Customer Success
Paper Education
2021.03 - 2023.02
Senior Customer Success Manager
Paper Education
2020.10 - 2021.03
Customer Success Manager
Paper Education
2019.10 - 2020.10
Bachelor of Arts - Sociology
California State University, Dominguez Hills