Paul A.

Market Manager

Leading the North America rollout of DoorDash's POS and self-serve kiosk vertical across SMB merchants, operating at the intersection of sales, product, strategy, and field ops. • Own the full launch lifecycle: client kickoff with sales, scope of work gathering (hardware units, vendor coordination, city permits, structural requirements), field deployment oversight, and merchant staff training. • Manage a team of 4 Launch Specialists deploying across the country; personally execute launches in addition to team oversight. • Scaled the program to 335+ deployments, reducing average launch time from 4 days to 2 days and cutting labor costs by 50%. • Serve as the primary product feedback loop between the field and product/engineering teams, identifying and escalating blockers (e.g. SNAP payment processing gap) that directly shaped roadmap decisions. • Maintain 85% merchant satisfaction across deployments; resolve technical escalations within a 3-day SLA.

Member

Enterprise Customer Success Manager

Owned a $3.4M ACV enterprise portfolio at a Series A Mar-tech company, managing referral and affiliate marketing platform clients from onboarding through renewal. • Delivered 84% Gross Revenue Retention and drove a 30% increase in upsell opportunities through proactive account planning and value realization. • Reduced time-to-value for new enterprise clients by 40% by redesigning the onboarding journey end to end. • Built and standardized renewal and onboarding playbooks that became the operational foundation for the CS team's scalability. • Ran strategic QBRs and account plans with C-level stakeholders across the portfolio.

Asset Management Analyst

• Contributed to $98.5M in gross revenue at a Series B fintech managing home equity investment assets with deal sizes ranging from $50K to $800K ACV. • Reduced critical escalations by 8% QoQ and case rejections by 35% through targeted process improvements. • Built a call tracking dashboard to monitor support agent performance and surface operational patterns for leadership.

Customer Success Manager

Managed a portfolio of 150+ mid-market and SMB accounts totaling $2.1M ARR, serving as a platform consultant helping clients build workflows, drive adoption, and realize measurable business value. • Achieved 86% Gross Revenue Retention through proactive engagement and contributed to a 10% ARR increase through strategic upsell motions tied to client workflow expansion. • Partnered with C-level and executive stakeholders on QBRs focused on platform ROI and long-term account growth.

Onboarding Lead

Managed fleet acquisition and onboarding operations during company transition; purchased 100+ vehicles worth $2.1M, generating $85K/month in incremental revenue. • Designed and implemented a credit recovery program with dealership partners that saved $437K in lost inventory costs.