I'm Don, a Senior Customer Success Manager with 8+ years of experience helping global financial institutions adopt complex SaaS products in constantly-evolving regulatory environments, with the confidence and tools they need to achieve measurable business outcomes.
I manage multi-million-dollar enterprise portfolios and partner closely with Product, Sales, and Engineering teams to translate customer insights into strategy.
I believe that clients whose needs are deeply understood and effectively met are the ones who stay and grow. I work hard to gain a thorough understanding of my customers' business objectives, which helps me develop success plans that ensure clients see measurable value and ROI by positioning them to hit milestones along the way that help them achieve success.
I have the honor of being a trusted advisor to my clients, and my service as the voice of the customer allows me to provide strategic insights that shape product roadmaps, ensure solutions align with user goals, and ultimately drive retention and satisfaction.
I'm passionate about mission-driven work and about building strong consultative relationships that help customers thrive.
I help transform customer insights into product strategy that drives satisfaction and retention.
I help enterprise customers adopt complex SaaS platforms by designing scalable resources that accelerate onboarding and improve retention.
I help strengthen enterprise relationships through proactive communication strategies that build trust, reinforce AML thought leadership, and keep customers engaged.
A bit of my people-first view on what SaaS, Product, and CS should look like.
Certified Customer Success Manager, Level 1 (2025)
IBM AI Product Manager (2024)
Enterprise Client Relationship Management
Voice of the Customer & Product Strategy
Success Planning & Understanding Business Outcomes
Business Reviews & Presentation to Leadership