Binghamton University

Archbishop Molloy High School

Manager, Customer Success at Kustomer

Sprout Social, Inc.

Manager, Customer Success

Kustomer was acquired by Meta in 2022.
Meta Business Group - to empower our partners to fulfill their greatest ambitions by helping them unlock economic and social opportunity.

Manager, Customer Success (Enterprise)

Kustomer is the Customer Service CRM built platform for today.
We deliver customer experiences that are faster, richer, and available where customers want to connect–on email, phone, chat, social and messaging apps.

I currently serve as the Manager, Customer Success here at Kustomer.
My role/responsibilities includes the following:

1. Managing a team of 10 Enterprise Customer Success Managers who are measured on customer satisfaction, adoption, expansion, and ultimately; retention.

2. Hiring, mentoring, and coaching the team.

3. Managing the day-to-day operations, goal setting, performance management, and growth of the team.

4. Directing the team to deliver on the customers’ business outcomes, and increase product adoption, expansion opportunities, customer loyalty and retention.

5. Owning the renewal process for the team.

6. Contributing to our client-facing Success processes, policies, playbooks, and values so as to deeply integrate Kustomer into our clients’ everyday work lives.

7. Documenting internal processes to create a scalable infrastructure for our Success team and to create a smoother overall customer experience.  

8. Influencing the direction of the Kustomer platform, creating an efficient channel for funneling customer feedback into the Product organization while empowering the team to find solutions that meet and exceed of customers’ expectations.

9. Acting as an advocate for our customers and empowering my team to do the same.

10. Handling customer escalations from my team and helping to bring them to a successful conclusion. 

11. Serving as a liaison between the Customer Success team and the rest of the organization.

12. Managing a few key customer accounts.

Kustomer

MaestroQA’s third Customer Success hire helping to support Enterprise level customers, build out the CS function, scale the team, and have fun.

Day-to-day is highly cross functional, interacting with: 
1) Product team to help design a product that provides the most value to customers. 
2) Sales team to solution use cases. 
3) Marketing to develop amazing customers stories.

Responsibilities: 
- Lead and project manage Enterprise level implementation and on-boarding.
- Understanding customers’ goals and help them use our product/service to achieve those goals. 
- Become a product expert and help solution both standard and idiosyncratic workflows.
- Facilitate customer feedback to the product team. 
- Drive and meet our renewal and upsell targets.
- Analyze customer data to enhance the customer experience. 
- Design best practices and scale the CS function.

MaestroQA

Senior Customer Success Manager - Enterprise

⭐️Recognized by Mindtouch as a 2018 Top 100 Customer Success Strategist⭐️

Lead in coordinating the hiring, onboarding, and training for new hire US Customer Success team members.

Establish a culture of operational excellence where the team consistently executes on key customer lifecycle activities while achieving retention targets established by Customer Experience senior leadership.

Coach, develop, and lead Customer Success team to greater productivity and support of the company's strategic CS objectives – onboarding, product adoption, and customer health KPI’s while ensuring the team receives training as needed to be successful and grow within their roles and potentially beyond.

Track customer success metrics and report US team GRR metrics to Global Customer Success leadership.

Track CSM and customer feature requests/requirements for our platform to drive prioritization with our Product & Engineering teams in their product roadmap and project cycles. 

Manage prioritization, resource allocation, and assignment of newly signed accounts for the US Customer Success team.

Partner with the US Sales & Product Solutions teams to engage in pre-sales activities – trial kickoffs, product implementation & design, and referral collaborations for high value opportunities.

Support all other day-to-day business operations for the US Customer Success team including customer escalations, contractual renewals, legal disputes, and AR collaboration. 

Act as the US CS Liaison on weekly cancellations/escalation forums to discuss client escalations and next steps needed from legal, finance, and customer success departments.

Falcon.io

US Lead/Manager, Customer Success (Enterprise/Mid-Market)

As a Customer Success Manager, I’m behind the wheel in charge of driving usage and adoption for a portfolio of amazing clients. I'm driven by my customers' happiness and success. I’m passionate about building strong relationships and have a commitment to ensuring that all of my customers are at the heart of everything I do. I ensure a positive customer experience across the entire lifecycle and help customers maximize their ROI with our platform. We are a customer-centric focused team at Falcon.io where we aspire to always educate and inspire our customers.

What I do in my role at Falcon.io:
Own the customer relationship post-sale through to renewal.

Serve as the primary point of contact during and post-implementation.

Develop a trusted advisor relationship with customer stakeholders and executive sponsors.

Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs.

Conduct periodic customer health-checks.

Prepare and educate customers on new features and releases.

Help customers leverage the product for business success.

Identify renewal risk and collaborate with internal teams to clear/alleviate blockers and ensure a successful renewal.

Partner with internal Falcon.io stakeholders to align account activities with the customer's business case and strategy ­effectively engaging account/growth managers, and strategy advisors, where appropriate.

Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas.

Awards
2017 SaaS Award in the category of Best SaaS Product for PR or Social Monitoring and Management.

Customer Success Manager

Zipdrug

Senior Patient Experience Manager

Simultaneously work for Colangelo & Partners and sister agency Momentum Communications Group.

Major clients include: Wines of South Africa, Speck Alto Adige PGI, Alzheimer's Foundation of America, Law School Admission Council, and Siemens Financial Services.

•	Write captivating content across multiple social media platforms including (but not limited to) Facebook, Twitter, Instagram, and Pinterest.
•	Innovate creative ways to use digital content to maintain brand integrity, optimize engagement, and build audiences.
•	Responsible for establishment and overall growth of social communities via earned, owned, shared, and paid media tactics.
•	Implement unique social media initiatives such as giveaways, sweepstakes, photo contests, and product promotions.
•	Assist with social media coverage during live events, forums, and conferences.
•	Plan and execute our social media calendars around the business, brand, and product strategies.

Colangelo & Partners Public Relations

Social Media Coordinator

•	Responsible for being the face of interaction with community members on Kiosk’s Field Notes mobile community.
•	Handled community member telephone calls/emails, provided technical support, and resolved inquiries and needs.
•	Assisted in preparing final project output for clients from community tasks.
•	Provided ad hoc administrative and project support for the Kiosk team.

Matthew Lugo