Riley Santos

Customer Success Manager

Seattle, United States

Professional Summary

Customer Success Manager with 6+ years partnering with B2B SaaS accounts from onboarding through renewal. Known for cutting time-to-value, lifting NRR, and turning at-risk customers into advocates. Comfortable leading QBRs, building playbooks, and partnering with Product and Sales on feedback loops.

Employment History

Customer Success Manager

Cascade Cloud Analytics · Seattle, WA

Mar, 2022 · Present

Own a book of 45 mid-market accounts (~$4.2M ARR); held NRR at 118% for two consecutive years Cut average onboarding time from 47 to 29 days by rebuilding the kickoff checklist and health-score triggers Run quarterly business reviews that surface product gaps; logged 60+ prioritized requests adopted into the roadmap Mentored two CS associates on renewal forecasting and escalation hygiene

Customer Success Specialist

Northline SaaS Partners · Seattle, WA

Jun, 2019 · Feb, 2022

Managed 70+ SMB accounts through first renewal; improved logo retention from 81% to 91% Built a reusable onboarding email sequence that reduced support tickets in the first 30 days by ~25% Partnered with Sales on expansion plays; influenced $620K in upsell ARR

Client Support Coordinator

Puget Sound Digital Co-op · Tacoma, WA

Aug, 2017 · May, 2019

Triaged inbound tickets for 120 member orgs; maintained CSAT above 4.7/5 Documented help-center articles that cut repeat contacts on billing and access issues Coordinated handoffs between Support and Account Management for complex escalations

Education

B.A. Communications

University of Washington · Seattle, WA

2017

Skills

Customer onboarding

NRR / retention

QBR facilitation

Health scoring

Salesforce

Gainsight

Zendesk

Renewal forecasting

Stakeholder management

Playbook design