Summary
Overview
Work History
Education
Skills
Timeline
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Raj Dewagan

Austin,TX

Summary

Experienced and results-driven functional senior director with a proven track record of success in driving outcomes within multiple SaaS industries. Adept at overseeing every aspect of the customer journey, excels in building high-performing, customer-centric teams and cultivating trustworthy partner relationships. With a strategic mindset, successfully reduces customer churn while maximizing upsell opportunities.

Overview

6
6
years of professional experience

Work History

Senior Director of Customer Success

Grazzy
03.2022 - Current
  • Assisted and managed the growth of our customer base from 0 customers to 700+ customers
  • Supported the development of a GTM strategy to increase business from $0 ARR to $500k in ARR with a potential $1.5mm in ARR
  • Built out playbooks for implementation, support, and account management functions
  • Participated in multiple RFPs leading the business to be an approved vendor for big 4 hotel brands (Marriott, Hilton, IHG, Hyatt)
  • Implemented Salesforce sales cloud for business to track KPIs for Sales and Customer Success departments
  • Developed KPIs for Customer Success organization to track each department
  • Maintained implementation NPS > 90 and support satisfaction at > 80%
  • Automated and managed monthly SaaS and usage billing for all customers
  • Sourced and trained off-shore support team to cut CS support operating costs by 70% while maintaining support satisfaction.

Director of Customer Success

Dealerware
02.2020 - 01.2022
  • Assisted and managed the growth of our customer base from 200 customers to 900+ customers
  • Managed 2 teams (Account management + Implementation) focused on retention, expansion, and training
  • Worked cross collaboratively to increase annual recurring revenue (ARR) from 5 million to 14+ million
  • Developed a framework for quarterly business reviews (QBR's) with strategic customers in order to drive adoption and revenue
  • Partnered with product, engineering, sales and marketing leaders to create new strategy for rolling NPS surveys
  • Monitored churn rate MoM and devised new structure to qualify 'earned vs unearned churn'
  • Created a customer advisory board (CAB) in order to bring together leaders in the industry to share new ideas/concepts
  • Contributed to implementations and integrations of Gainsight PX, NetSuite and Salesforce.

Implementation Manager

Dealerware
07.2018 - 01.2020
  • Effectively managed implementation team (6) whose primary focus was to train new customers and reduce the time to value (TTV) post sales
  • Improved and executed a new training processes to onboard customers under 30 days
  • Assisted team in large scale customer rollouts (100+ customers) to ensure quality, satisfaction and timelines were met
  • Implemented training surveys for customer feedback and maintained a 90% training satisfaction rating
  • Worked with product leaders in order to build a process to capture customer feedback and funnel requests through JIRA
  • Helped in creating a new onboarding strategy and content for Customer Success new hires.

Education

B.S. in Management Science -

University of California San Diego
06.2013

Skills

  • Microsoft Office (Word, Excel, PowerPoint, Outlook, Project, Visio)
  • Salesforce
  • Gainsight
  • CRM
  • Scrum (Agile) Methodology
  • Project management
  • Implementations
  • Forecasting
  • Budgeting
  • Requirements Gathering
  • Contract Management
  • Collaborative Leadership
  • Culture Transformation
  • Team Building and Motivation
  • JIRA
  • Confluence

Timeline

Senior Director of Customer Success

Grazzy
03.2022 - Current

Director of Customer Success

Dealerware
02.2020 - 01.2022

Implementation Manager

Dealerware
07.2018 - 01.2020

B.S. in Management Science -

University of California San Diego

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Raj Dewagan