Steven Paschal
Phoenix,AZ
Overview
11
11
years of professional experience
Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Career advancementWork-life balanceHealthcare benefitsCompany CultureSummary
Strategic and results-driven customer success professional and team leader with a proven track record in driving adoption, retention, and product engagement across SaaS, fintech, recruitment marketing, and platform-based organizations. Expertise in building scalable onboarding systems, optimizing cross-functional workflows, and aligning product capabilities with customer goals to enhance overall satisfaction. Recognized for transforming insights into actionable outcomes through strategic planning, effective communication, and unwavering customer advocacy. Committed to fostering strong relationships that drive business growth and elevate the customer experience.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Career highlights
- Drove $1M+ in revenue growth by creating repeatable onboarding and engagement strategies tailored to customer needs and product value realization.
- Maintained 100% revenue retention and NPS 85+ across multiple B2B SaaS customer portfolios.
- Led customer success operations during a platform transition post-acquisition, preserving continuity while optimizing customer lifecycle strategy.
- Earned Product Manager Certification to strengthen product fluency and support cross-functional collaboration between Success, Product, and Sales Teams.
Skills
- Customer Success Strategy
- Team Leadership
- Onboarding & Adoption Frameworks
- SaaS Implementation
- CRM Optimization
- Client Retention Upselling strategies
- Strategic Thinking
- Cross-Functional Collaboration
- Product & Process Design
- Data-Informed Decision-Making
- Salesforce HubSpot ClientSuccess
- Guru JIRA Mondaycom Scribe
Work History
Senior Customer Success Manager
Appcast, Inc.
07.2023 - 10.2025
- Owned the strategy and customer success initiatives for a SaaS-based talent acquisition platform utilized across multiple industries and organization sizes.
- Guided platform evolution and rebranding post-acquisition to support adoption across existing and new client bases.
- Accelerated time-to-value and improved customer outcomes by developing modular onboarding and engagement frameworks.
- Identified risks, opportunities, and potential expansion areas by using product and usage data.
- Served as a strategic liaison to internal teams to ensure feature development aligned with customer feedback and usage patterns.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Director of Customer Success
Bayard Advertising (Acquired by Appcast, Inc. in 2023)
05.2022 - 07.2023
- Directed onboarding, lifecycle success, and expansion planning for a cloud-based recruitment platform.
- Delivered cross-segment support focused on automation and campaign optimization to various clients, from high-volume enterprise accounts to fast-growing SMBs.
- Led customer-facing feedback loops to inform the product roadmap, improve operational workflows, and reduce time-to-resolution.
- Routed cross-departmental requests more efficiently and reduced operational lag across teams by designing effective internal processes.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Director of Customer Success
EDMIT Solutions
09.2021 - 05.2022
- Oversaw the full customer lifecycle across onboarding, usage, and renewals for a digital advising and financial SaaS platform.
- Streamlined internal and external communications by developing onboarding playbooks and creating a centralized knowledge hub.
- Defined customer goals, value metrics, and long-term success tracking frameworks in collaboration with the Product and Marketing Teams.
- Provided strategic leadership to Success Team members and improved departmental collaboration during rapid growth.
Partner Success Manager
VEMO Education
02.2021 - 09.2021
- Managed SaaS implementation and partner engagement for income-based financing programs.
- Built custom onboarding paths for institutional clients and maintained 100% contract retention.
- Tracked client adoption and delivered monthly value reviews using platform analytics.
- Supported renewal and expansion by aligning partner KPIs with measurable product outcomes.
- Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
Admissions Counselor
Trilogy Education Services
08.2020 - 02.2021
- Managed inbound/outbound engagement for prospective users of a career development and upskilling platform.
- Tracked leads and performance metrics and aligned recruitment pipelines with enrollment goals.
- Explained institution's fee structure, amenities, courses offered and facilities to prospective students and parents.
- Assessed student interests and skills and provided strategic information about pursuing suitable courses.
Customer Success Manager / Region Lead, Admissions Counselor / Admissions Counselor
CEA Study Abroad
08.2015 - 03.2020
- Achieved $1M+ in additional revenue by supporting 75+ institutional partners and deploying onboarding workflows.
- Served as the Salesforce Admin, responsible for customizing CRM architecture to better serve customer success workflows and marketing alignment.
- Created user-facing assets and internal documentation to support efficient client onboarding and relationship management.
- Improved outreach and conversion through effective advisor supervision and by implementing communication strategies.
- Streamlined customer communications through messaging systems and analytics-formed outreach.
- Managed a pipeline of 500+ prospective customers and optimized lead qualification and follow-up workflows.
- Built CRM reports and dashboards to inform recruitment team strategy and improve data accuracy.
Admissions Representative
College of Charleston
12.2014 - 08.2015
Education
Bachelor of Arts - Anthropology & Archaeology, Magna Cum Laude
College of Charleston
Charleston, SC01.2014
Certification
- Product Manager Certification, The Product School - 2023
- Customer Success Manager Certified Professional, Gainsight
- Consultative Selling Certification, Richardson
Timeline
Senior Customer Success Manager
Appcast, Inc.
07.2023 - 10.2025
Director of Customer Success
Bayard Advertising (Acquired by Appcast, Inc. in 2023)
05.2022 - 07.2023
Director of Customer Success
EDMIT Solutions
09.2021 - 05.2022
Partner Success Manager
VEMO Education
02.2021 - 09.2021
Admissions Counselor
Trilogy Education Services
08.2020 - 02.2021
Customer Success Manager / Region Lead, Admissions Counselor / Admissions Counselor
CEA Study Abroad
08.2015 - 03.2020
Admissions Representative
College of Charleston
12.2014 - 08.2015
Bachelor of Arts - Anthropology & Archaeology, Magna Cum Laude
College of Charleston