Customer Success Manager

RICK ZACCARI

Jersey City, NJ *****

201-***-**** *********@*****.*** linkedin.com/in/Zaccari

Principal Customer Success Manager, U.S. Submarine Service Veteran, MBA

Highly accomplished Principal Customer Success Manager with 15+ years of experience driving revenue retention and expansion for SaaS firms. Demonstrated ability to manage a $22M+ ARR book of business, develop and implement strategic customer success programs, and coach CSMs, all while exceeding retention targets as a hands-on individual contributor.

Skills

Churn Management

Account Expansion

Data Analysis and Reporting

Enterprise (SaaS) Software

Strategic Account Planning

Executive Communication

Customer Success Software - Gainsight

Business Intelligence Software - Power BI

CRM Software - Salesforce

Highlighted Professional Experience

SMARSH – New York, NY 2019-Present

Principal Customer Success Manager – Strategic Accounts

Customer Success Professional focused on building strategic relationships with key business stakeholders and

C-Staff to increase the visibility and adoption of Smarsh, reduce churn, create opportunities for expansions, and report on key performance metrics (KPIs) that demonstrate ROI and the value of implementing Smarsh.

Grew and managed a book of business that includes four (4) of Smarsh's most strategic financial technology (fintech) customers with an annual recurring revenue (ARR) of over $22 million.

Contributions to Smarsh include:

Smarsh President's Club - Awarded for achieving over 175% of annual retention target.

Collaborating

with Account-Based Teams to expand ARR for assigned strategic accounts by over 300%.

Consistently a Top Customer Success Performer as measured by retention and expansion metrics.

Developed and implemented the Playbook for Strategic Account Quarterly Business Reviews (QBRs) to report on key metrics, promote Smarsh’s performance, reduce churn, create opportunities for account expansions, and improve Net Promoter Scores (NPS).

Coached Customer Success Managers (CSMs) on best practices for managing strategic accounts.

Developed and implemented the structure and scaling of a Strategic Account-Based Teams approach to account management that resulted in customer-facing teams being aligned with the customer on their key business objectives (KBOs).

SISENSE – New York, NY 2018–2019

Enterprise Customer Success Manager

Drove value, churn reduction, account expansions, and product adoption for a $3 million ARR portfolio of enterprise clients, including NASDAQ, Philips Healthcare, and Gartner.

Expanded the NASDAQ account, for the first time in five (5) years by over 25%.

PERCHWELL – New York, NY 2017–2018

Vice President of Customer Success

Responsible for developing and leading Customer Success and Support for Perchwell, a technology startup and SaaS platform for real estate professionals. Clients included Berkshire Hathaway, Sotheby's, and Christie's.

Led and developed a team of Customer Success Managers.

Accelerated user adoption during early launch and adopter stages by developing and implementing a training curriculum used to onboard 1,000+ Perchwell platform users that accelerated adoption by 65%.

Implemented INTERCOM to provide intuitive self-service support options and decrease resolution times by over 75%.

RICK ZACCARI *********@*****.*** 201-***-**** Page 2 of 2

ONBOARD INFORMATICS – New York, NY 2014–2017

Director of Customer Success

Managed a $5 million ARR portfolio of enterprise clients, including Zillow, CoreLogic, Better Homes and Gardens Real Estate, Century 21, Coldwell Banker, and Rent.com.

Reduced churn by 45% over three years by implementing customer success systems designed to drive value and ROI to customers.

Expanded assigned accounts by over 50%.

ATAIR AEROSPACE – Brooklyn, NY 2005–2013

Chief Operating Officer and VP of Business Development

Directed operations with full P&L, strategic, and business development responsibility. Managed all business functions, including financial management and reporting, recruiting, staff leadership, manufacturing, new product and business development, export control, industry and government relations, vendor relations, and plant management.

Business Development and Operations Leadership Accomplishments

Secured a strategic partnership with Boeing, resulting in a $45 million USMC contract for robotic, precision-guided payload resupply systems under the DoD's Joint Precision Airdrop System (JPADS) program.

Secured U.S. and international military contracts valued at over $15M and over $12M in defense technology Congressional R&D appropriations.

Developed and maintained industry relationships with key decision makers, including C-level, senior defense, and Congressional leaders.

Presented complex enabling technologies to C-level, senior defense, and Congressional leaders.

Led interdisciplinary product development teams in developing emerging technologies.

Recognized by Atair's CEO and Board of Directors for my exceptional ability to plan and lead company operations and business development. Promoted to senior management and officer positions. Elected to the Atair Aerospace Board of Directors in 2009. Served as a proxy for Atair's CEO in business and Congressional briefings.

Additional Experience

MILITARY SERVICE

Served as a nuclear Submarine Warfare Specialist in the U.S. Navy and U.S. Naval Reserve. Earned an honorable discharge as a Petty Officer Second Class (E-5) following over seven years of distinguished service that included multiple awards and commendations, Sailor of the Quarter, Sailor of the Year, the Navy Good Conduct Medal, the National Defense Service Medal, and submarine warfare qualification.

Maintained a TOP SECRET security clearance while serving on active duty.

ADJUNCT PROFESSOR

Berkeley College – Manhattan Campus

Education

MBA Louisiana State University

BA Southeastern Louisiana University

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