Randy Heinzer
Danville,CA
Summary
Strategic Senior Customer Success Manager with extensive experience in driving value realization and retention for enterprise SaaS clients. Achieved 100% net revenue retention through impactful data-driven strategies and effective stakeholder engagement, resulting in significant product adoption and long-term partnerships.
Overview
9
9
years of professional experience
Work History
Sr. Program Manager
Koddi
Fort Worth, Remote
01.2026 - Current
- Managed $5M+ in ARR for enterprise accounts, driving business growth & renewals.
- Established relationships with key stakeholders to align product features with strategic business goals.
- Conducted business evaluations and strategic assessments to demonstrate ROI, share insights, and ensure alignment on success goals.
- Guided customer onboarding and implementation to achieve seamless platform setup and effective workflow configuration.
Sr. Enterprise Customer Success Manager
Kevel
North Carolina, Remote
10.2021 - 09.2025
- Managed $4.4 million ARR portfolio across 20 enterprise accounts, achieving 100% net revenue retention.
- Facilitated customer value realization through strategic adoption plans and data-driven business reviews, enhancing customer engagement.
- Conducted quarterly and executive business reviews to guide expansion strategies, resulting in 20% increase in product adoption.
- Served as trusted advisor to VP-level stakeholders across engineering, analytics, and marketing.
- Collaborated with sales, product, and engineering teams to resolve complex API and UX challenges, improving customer satisfaction.
Sr. Customer Success Manager
Demandbase
San Francisco, CA
04.2019 - 10.2021
- Managed $4M in ARR across 15 enterprise accounts, emphasizing retention and multi-product adoption.
- Partnered strategically with sales for renewal and upsell opportunities.
- Partnered with account executives to implement account-based marketing strategies, resulting in measurable ROI improvements.
- Collaborated with technical and product teams to prioritize enhancements, achieving tailored customer outcomes.
Sr. Customer Success Manager
Recurly
San Francisco, CA
11.2016 - 04.2019
- Managed 70 high-value subscription clients, contributing to over $2 million in ARR.
- Facilitated adoption of new platform features and analytics dashboards, enhancing customer satisfaction and retention.
- Provided actionable insights via Salesforce, Jira, and Tableau to optimize billing and retention KPIs.
Education
BA - Anthropology
Sonoma State University
Rohnert Park, United States06-2002
Skills
- Customer success management
- Upselling strategies
- Success KPIs
- Strategic advisory
- Business reviews
- Adoption strategies
- Workflow optimization
- Salesforce and Jira
- API integration
- Tableau analytics
- Data Driven
- Cross-functional collaboration
Accomplishments
• ARR Growth Achievement, Increased total ARR by $500K within one fiscal year
• NPS Enhancement Success, Boosted NPS scores by 5-10 points through effective strategies
• Product Adoption Increase, Improved product adoption by 20% across 20+ accounts
• Revenue Retention Excellence, Surpassed GRR goals achieving over 100% Net Revenue Retention
• NPS Enhancement Success, Boosted NPS scores by 5-10 points through effective strategies
• Product Adoption Increase, Improved product adoption by 20% across 20+ accounts
• Revenue Retention Excellence, Surpassed GRR goals achieving over 100% Net Revenue Retention
Training
Kevel Retail Media Certified
Demandbase One Foundations
Edge Academy Certified: Marketing Foundations
ABM Certification: Advanced
Languages
English
Timeline
Sr. Program Manager
Koddi
01.2026 - Current
Sr. Enterprise Customer Success Manager
Kevel
10.2021 - 09.2025
Sr. Customer Success Manager
Demandbase
04.2019 - 10.2021
Sr. Customer Success Manager
Recurly
11.2016 - 04.2019
BA - Anthropology
Sonoma State University