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DB
Diana Bacero
Executive Customer Success & Operations leader specializing in B2B SaaS (CPM/FP&A)
Arcadia, CAVP of Customer Success18 years experienceExecutiveSaaSB2B SoftwareCustomer Success
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About
Customer lifecycle/CRM practitioner with experience at DripJobs and Solver, focused on onboarding, retention, and customer education. Drove a 51% churn reduction in 90 days by overhauling onboarding with pre-training automation (Close CRM) and CS playbooks, and boosted training sign-ups 37% by shifting existing-customer marketing into CS using Totango and industry-tailored messaging.
Experience
VP of Customer SuccessDripJobs
Director of Customer ExperienceSolver, Inc.
Senior Manager, Customer SuccessSolver, Inc.
Manager, Account RelationshipSolver, Inc.
Project ManagerSolver, Inc.
Customer Service ManagerSolver, Inc.
Education
ITT Technical Institutebachelor, Digital Entertainment and Game Design
Key Strengths
- Reduced churn 51% in 90 days by redesigning onboarding and improving time-to-value
- Uses churned-customer interviews to identify friction points and inform lifecycle strategy
- Builds scalable CS processes (scripts, team workflows) to standardize customer experience
- Effective segmentation strategy using ARR/MRR and vertical to balance automation vs high-touch support
- Data-driven campaign optimization using Totango engagement metrics; identified video recaps outperform newsletters
- Increased training sign-ups 37% through industry-specific outreach and loyalty incentives
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