Customer Success Digital Transformation

Daniel Wainright

Ann Arbor, MI +1-937-***-**** **********@*****.*** LinkedIn Profile

Director of Customer Success SaaS & Digital Transformation Leader Customer success executive with 10+ years' experience accelerating client retention, expansion, and adoption across SaaS, energy tech, and digital transformation industries. Proven success in building scalable customer success programs, leading cross-functional teams, and delivering measurable revenue impact, including a 35% increase in renewal growth. Expert at aligning customer outcomes with business strategy.

CORE COMPETENCIES

• Customer Retention & Expansion, SaaS Customer Lifecycle Management, Revenue Growth Strategy, Customer Health & Adoption Metrics, Digital Transformation, Executive Stakeholder Engagement, Scalable Customer Success Processes, Product Management, Client Management, Brand Management, Budget Management, Renewable Energy Solutions, Client Retention Strategies, Account Management, Stakeholder Engagement, Technical Support PROFESSIONAL EXPERIENCE

Open Energy Solutions 2022 - Present

Manager of Solutions Development Dexter, MI

• Led customer success initiatives that drove a 35% increase in renewal and expansion revenue.

• Developed customer success frameworks that improved customer retention by 20% and increased product usage by 30%, maximizing adoption, satisfaction, and long-term value.

• Partnered with executive stakeholders to align product delivery with evolving customer needs, ensuring high retention rates.

• Created and managed scalable playbooks that enhanced decision-making and boosted customer success by accurately reporting on health scores, product adoption, and engagement KPIs. Consumers Energy 2020 - 2022

Senior Business Support Consultant Jackson, MI

• Spearheaded a $5M annual savings by digitizing a key customer journey, enhancing CX and operational efficiency.

• Led a SaaS product team to improve customer onboarding, engagement, and satisfaction.

• Standardized customer communications and process flows to enhance transparency and drive stronger engagement metrics. Powerley 2019 - 2020

Engagement Manager Royal Oak, MI

• Managed post-sales customer relationships for SaaS energy management solutions, driving adoption and upsell opportunities.

• Successfully delivered customer success programs that increased account value and reduced churn risk.

• Collaborated with Product and Engineering to optimize platform experiences based on customer feedback and usage analytics. IRI 2014 - 2019

Consultant Chicago, IL

• Led technical account management for enterprise SaaS platforms, resolving client issues and ensuring high CSAT scores.

• Identified and executed operational improvements, enhancing customer delivery SLAs and system reliability. EDUCATION & CERTIFICATIONS

Southern Illinois University

Bachelor of Arts

Northwestern Kellogg School of Business

Certificate, Design Thinking (Breakthrough Innovation)

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