Summary
Overview
Work History
Education
Skills
Certification
Work Preference
Timeline
Languages
Activities
Receptionist
Victor Zavala Jr.

Victor Zavala Jr.

Senior Customer Success Manager
OR

Summary

Proven leader with a history of increasing revenue and strengthening customer loyalty. Dedicated to fostering meaningful relationships and overseeing key accounts to deliver tangible results. Adept at working with cross-functional teams to ensure strategies align with business priorities. Known for maintaining high NDR, resolving complex issues, and driving substantial account growth. I rely on a data-informed approach and creative problem-solving to enhance customer outcomes and company performance.

Overview

9
9
years of professional experience
6
6
years of post-secondary education
1
1
Certificate
1
1
Language

Work History

Senior Customer Success Manager

Karbon
06.2024 - Current
  • Top-performing CSM in 2024 with 122% NDR
  • Manage a multi-million dollar book of business, including our largest customer
  • Secured the largest renewal in company history
  • Led and closed a multi-year agreement with the leading national tax franchise
  • Deescalated and turned around a high-risk customer, preserving significant revenue
  • Collaborated with internal leadership and top customer executives to align strategies with key business goals

Customer Success Manager

Karbon
04.2023 - 05.2024
  • Manage over 100 accounts, including 5 of the top 15 highest-value customers
  • Achieved 108% NDR in the second half of 2023
  • Led and trained the Customer Success team in the company-wide adoption of our most lucrative product launch
  • Negotiated and secured a $300k, three-year contract with a key customer
  • Selected to participate in multiple leadership and company-wide initiatives to enhance internal processes and contribute to GTM strategy

Customer Success Manager II

Evernote
01.2022 - 01.2023
  • Manage over 100 accounts comprised of enterprise, mid-market, and SMB
  • 2022 Results - 96% NRR, 93% Customer Retention, Increased engagement to 26% WAU & 36% MAU, Highest number of seat expansions
  • Retained largest client that was at high risk of churn
  • Help make workflow improvements to drive operational excellence
  • Collaborate with Data and Engineering teams and Product Managers to improve product and customer experience

Customer Success Manager

Talenya
06.2021 - 01.2022
  • Managed 10-12 enterprise accounts, driving strategic growth and customer success
  • Contributed to closing a new deal worth 10% of total book ARR
  • Increased monthly active users by 48% through targeted engagement initiatives
  • Developed innovative workflows that improved efficiency and customer outcomes
  • Partnered with senior executives and multiple stakeholders to align on and achieve business objectives
  • Collaborated closely with the product team to implement key improvements based on customer feedback

SMB Sales Representative

Verizon Wireless
02.2020 - 04.2021
  • Achieved up to 150% of the quota
  • 5th largest volume producer in territory for Q4 2020
  • Coached and trained 15+ sales representatives in two locations
  • Developed new sales opportunities through phone calls, e-mail campaigns, networking, and other prospecting methods
  • Expanded existing accounts through QBRs and consultative selling

Retail Sales Representative

Verizon Wireless
10.2015 - 02.2020
  • Achieved up to 170% of quota by developing an effective sales process
  • Improved KPI by 30% through employee engagement and training
  • Developed and maintained relationships with strategic business accounts
  • Contributor to district-wide training for leadership
  • Leader in business account sales

Education

MASTER OF MANAGEMENT - CORPORATE INNOVATION AND ENTREPRENEURSHIP

Penn State University

BACHELOR OF ARTS - COMMUNICATION STUDIES

Western Oregon University

Skills

Revenue Growth

undefined

Certification

John C. Maxwell - Speaking, coaching, training, and sales

Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Company CultureStock Options / Equity / Profit SharingHealthcare benefitsCareer advancement

Timeline

Senior Customer Success Manager

Karbon
06.2024 - Current

Customer Success Manager

Karbon
04.2023 - 05.2024

Customer Success Manager II

Evernote
01.2022 - 01.2023

Customer Success Manager

Talenya
06.2021 - 01.2022

SMB Sales Representative

Verizon Wireless
02.2020 - 04.2021

Retail Sales Representative

Verizon Wireless
10.2015 - 02.2020

BACHELOR OF ARTS - COMMUNICATION STUDIES

Western Oregon University

MASTER OF MANAGEMENT - CORPORATE INNOVATION AND ENTREPRENEURSHIP

Penn State University

Languages

Spanish

Activities

  • Gorge Falls 50k, 04/01/25
  • Wy'East Wonder 50-Mile, 09/01/24
  • Mary's Peak 50k, 06/01/24
  • Ironman California, 10/01/23

Similar Profiles

CREATE PROFILE
Victor Zavala Jr.Senior Customer Success Manager