RYAN CABLE
Henderson,NV
Summary
Dynamic leader with a proven track record at Dot Ai, driving customer success through strategic planning and data analytics. Achieved a 30% improvement in logo retention by leveraging insights and fostering cross-functional collaboration. Expert in operations management and team leadership, dedicated to enhancing customer experience and optimizing processes.
Overview
21
21
years of professional experience
Work History
Director of Customer Success
Dot Ai
Las Vegas, NV
09.2025 - 02.2026
- Acted as primary technical liaison between customer success and engineering, translating field-testing data into prioritized product roadmaps.
- Integrated hardware stress-testing and software regression suites into the post-sales cycle, identifying 25% of critical bugs preemptively.
- Spearheaded user acceptance testing for enterprise-level deployments, ensuring 100% alignment with technical specifications and business requirements.
- Leveraged software testing insights to create proactive troubleshooting documentation, reducing post-onboarding support ticket volume by 20%.
- Streamlined technical onboarding of hardware/software hybrid solutions, shortening implementation window by three weeks through enhanced QA processes.
- Established a standardized technical framework for validating hardware performance in the field, ensuring consistent global service delivery.
- Utilized deep-dive software testing data to identify at-risk accounts early, achieving a 30% improvement in logo retention for technical products.
- Managed end-to-end feedback loop for hardware iterations, reducing field-failure rates and protecting annual recurring revenue.
Director of Customer Experience
Bravo Store Systems
08.2014 - 12.2024
- Successfully led and developed a high-performing, multi-national, multi-brand, customer success and technical service teams of 35 professionals. Achieved and consistently maintained a high customer satisfaction (CSAT) score of 90+ and a customer retention rate exceeding 93%.
- Developed and implemented customer success strategies for customer lifecycle, including onboarding programs, customer health scoring, proactive engagement initiatives, and churn reduction strategies, achieving a 5% churn rate.
- Designed, built and scaled the Customer Support department from 3 to 35 agents, achieving over 2000% growth in company size within 10 years. Demonstrated exceptional leadership and team-building skills while fostering a high-performance culture.
- Leveraged data analytics and customer feedback to identify areas for improvement in product engagement and customer service. Utilized insights to inform strategic decisions and collaborate with cross-functional teams (Product, Engineering, Sales) to integrate customer feedback into product development and go-to-market strategies.
- Demonstrated proficiency in implementing and utilizing customer success platforms (Zendesk, HubSpot, Slack, TeamViewer, Air-Call, and 3CX, Monday.com) to enhance customer communication and streamline support operations.
- Proven ability to navigate and ensure compliance with complex regulations, including ATF regulations, federal, state, and local laws. Expertise in regulatory compliance, risk management, and data security within the pawn industry.
- Developed and implemented customized pawn regulations and procedures in compliance with varying state and local laws (pawn terms, interest rates, taxes, and grace periods).
- Collaborated with state and city officials to ensure regulatory compliance in cloud-based system and customer operations.
General Manager
Golden Gaming
10.2004 - 04.2012
- Managed all front and back-of-house staff, including hiring, training, policy implementation, scheduling, performance evaluations, mentoring, and disciplinary actions to ensure high-quality customer service in a 24/7 environment.
- Coordinated communications between corporate office and employees to implement policies, promotions, and marketing plans effectively.
- Oversaw financial aspects of operation, including profit and loss statements, payroll, inventory control, and ordering goods to ensure smooth financial management.
- Maximized profitability by optimizing inventory levels, controlling expenses, and implementing cost-saving measures.
- Operated and maintained gaming machines, ensured compliance with State and Federal gaming regulations, and resolved customer disputes.
- Managed day-to-day operations, preparing daily, weekly, and monthly sales reports, gaming reports, payroll justifications, budgeting, and forecasting for operational clarity.
- Managed daily and weekly cash drops, ensuring accuracy and security for transactions averaging $150,000.
Education
Masters of Business Administration -
Western Governors University
Las Vegas, NV01.2025
Bachelor of Electrical and Electronic Engineering -
ITT Technical Institute
Las Vegas, NV01.2014
Bachelor of Science - Business Administration
University of Nevada
Las Vegas, NV01.2004
Skills
- Customer Success
- Customer Experience
- Relationship management
- Team Leadership
- Cross-team collaboration
- Change Management
- Project Management
- Process Optimization
- Operations Management
- Regulatory Compliance
- Compliance oversight
- Risk Management
- Financial Management
- Data Analytics
- Strategic Planning
- Regulatory compliance
- Team collaboration
- Customer relations
- Team leadership
- Regulatory compliance
- Team collaboration
- Customer relations
Timeline
Director of Customer Success
Dot Ai
09.2025 - 02.2026
Director of Customer Experience
Bravo Store Systems
08.2014 - 12.2024
General Manager
Golden Gaming
10.2004 - 04.2012
Masters of Business Administration -
Western Governors University
Bachelor of Electrical and Electronic Engineering -
ITT Technical Institute
Bachelor of Science - Business Administration
University of Nevada