Russell Giro
Deltona
Summary
Results-driven Senior Customer Success Manager with over 10 years of experience leading client engagement, retention, and satisfaction strategies across SaaS, healthcare, and service-driven industries. Adept at building long-term client relationships, optimizing customer onboarding, and aligning product value with business goals. Known for driving revenue growth through cross-functional collaboration, strategic upselling, and data-informed process improvements. Proven ability to lead high-performing teams, resolve complex customer issues, and deliver tailored solutions that increase loyalty and reduce churn. Passionate about creating exceptional customer experiences and ensuring consistent value realization throughout the client lifecycle.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
Diabetes Reversal Group
12.2023 - Current
- Assist CEO/COO on projects that include B2B relations, marketing, and more.
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Led a team of Customer Success Managers, resulting in increased client retention and upselling opportunities.
- Managed escalations effectively, resolving complex issues and preventing future occurrences.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
Store Manager
Ayrwellness/Liberty Health Sciences
08.2022 - 12.2023
- Spearhead the management and oversight of a thriving retail medical cannabis dispensary, demonstrating exceptional leadership and operational expertise.
- Execute rigorous inspections to maintain an accurate inventory of all cannabis products, ensuring that the dispensary is always well-stocked and ready to meet customer needs.
- Skillfully manage and supervise a high-performing team of dispensary staff, adeptly handling all aspects of hiring, discipline, termination, or advancement of employees.
- Deliver comprehensive training to dispensary staff to ensure consistent performance and deep knowledge of company standard operating procedures and all products being sold.
- Assume responsibility for daily financial reporting requirements and oversight of all cash handling procedures, guaranteeing the dispensary's financial success and stability.
Associate Store Manager
Casper Sleep
07.2020 - 08.2022
- Assume full managerial responsibilities in the absence of the store manager and proficiently execute staff scheduling, inventory management, visual merchandising, facility maintenance, and ensure a safe environment for customers and staff.
- Develop, coach, and mentor a top-tier, service-oriented, high-performing team that embodies excellence.
- Effectively recruit and onboard top talent, seamlessly integrating them into the team, and lead them through comprehensive training modules.
- Develop comprehensive quarterly business plans that predict the store's KPIs and metrics' trajectory with impressive accuracy.
- Expertly supervise ongoing training and feedback sessions with teams to ensure the highest standards of performance.
Supervisor
Casper Sleep
09.2019 - 04.2020
- Spearheaded a team of sleep specialists, driving their sales skills and personal development to new heights.
- Assisted in achieving daily, weekly, monthly, and quarterly sales targets with a keen eye for detail and strategic thinking.
- Provided crucial support to the manager and assistant manager, ensuring no task was left unfinished.
- Monitored specialists' Salesforce pipelines to optimize lead profiles and capitalize on sales opportunities.
- Leveraged email marketing tactics to convert leads into loyal customers of Casper Sleep products.
- Fostered exceptional guest relationships, resulting in a loyal and satisfied customer base.
Assistant Manager
Coral Reef Medical Supply, Co.
05.2019 - 09.2019
- Efficiently manage and track inventory levels while processing orders from reputable vendors like Medline, McKesson, and Amerisource.
- Maintain accurate and organized client paperwork for hospital bed rentals and other services.
- Ensure the timely delivery of various medical supplies, such as hospital beds, wheelchairs, knee scooters, adult diapers, and other essential items.
- Conduct thorough evaluations of hospital beds, wheelchairs, and lift chairs, driving to clients' homes to provide top-notch service and support.
Elite Personal Trainer
24 Hour Fitness
12.2018 - 05.2019
Master Personal Trainer
Workout Anytime 24/7
02.2018 - 12.2018
Personal Trainer 2
24 Hour Fitness
12.2017 - 02.2018
Personal Training Sales Consultant
LA Fitness
09.2017 - 11.2017
Education
Associate of Arts - Exercise Science
Miami Dade College
Miami, FL06-2024
High School Diploma - undefined
Centreville High School
Centreville, VA06.2011
Skills
- Leadership and management
- Sales and marketing
- Customer service
- Financial management
- Communication and collaboration
- Problem-solving and critical thinking
- Relationship management
- Customer advocacy
- Upselling strategies
- Webinar hosting
- Salesforce proficiency
- Proficient in [software]
Certification
- American Heart Association First Aid & CPR/AED Certified 2017-11
- American Aerobic Association International (AAAI) & International Sports Medicine Association (ISMA) Phase II – Master Personal Fitness Trainer Certification 2017-10
- American Aerobic Association International (AAAI) & International Sports Medicine Association (ISMA) Personal Fitness Trainer Certification 2017-09
Timeline
Senior Customer Success Manager
Diabetes Reversal Group
12.2023 - Current
Store Manager
Ayrwellness/Liberty Health Sciences
08.2022 - 12.2023
Associate Store Manager
Casper Sleep
07.2020 - 08.2022
Supervisor
Casper Sleep
09.2019 - 04.2020
Assistant Manager
Coral Reef Medical Supply, Co.
05.2019 - 09.2019
Elite Personal Trainer
24 Hour Fitness
12.2018 - 05.2019
Master Personal Trainer
Workout Anytime 24/7
02.2018 - 12.2018
Personal Trainer 2
24 Hour Fitness
12.2017 - 02.2018
Personal Training Sales Consultant
LA Fitness
09.2017 - 11.2017
High School Diploma - undefined
Centreville High School
Associate of Arts - Exercise Science
Miami Dade College
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