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Diana Bacero - VP of Customer Success in Arcadia, CA

Diana Bacero

Executive Customer Success & Operations leader specializing in B2B SaaS (CPM/FP&A)

DripJobsITT Technical InstituteArcadia, CA18 Years ExperienceExecutive LevelWorks Remote

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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.

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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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Experience

VP of Customer SuccessDripJobs · Mar 2025 – Oct 2025
Director of Customer ExperienceSolver, Inc. · Jan 2024 – Mar 2025
Senior Manager, Customer SuccessSolver, Inc. · Jan 2018 – Jan 2024
Manager, Account RelationshipSolver, Inc. · Jan 2016 – Jan 2018
Project ManagerSolver, Inc. · Jan 2013 – Jan 2016
Customer Service ManagerSolver, Inc. · Mar 2008 – Jan 2013

Education

ITT Technical Institutebachelor, Digital Entertainment and Game Design

Awards

  • 2025 Top 100 CS Strategist

Skills

Account ManagementBusiness DevelopmentChange ManagementCoachingCross-Functional LeadershipCustomer SegmentationProject ManagementStrategic PlanningTeam BuildingWorkflow AutomationAdd-on SalesBilling OperationsClient RelationsContinuous ImprovementCustomer Advocacy

Languages

English

Certifications

Certification: Digital Marketing & Communications (University of California, Irvine Division of Continuing Education)Certified Customer Success Manager (CCSM) Level 1–5 (SuccessCOACHING)

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Paul Harrison

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Executive Customer Success & Analytics Leader specializing in AI/SaaS and AdTech

Irvine, CA13y exp
iFinance Mortgage Inc.Zicklin School of Business (Baruch College, CUNY)

“Customer Success leader with deep ad tech expertise who owned enterprise accounts end-to-end, including Bank of America, driving ad fraud down from ~8–10% to <1% in ~3 months and resolving spikes through data-driven investigations. Experienced partnering cross-functionally as a PM to build analytics dashboards and using user stories to align Product/Engineering/Sales and influence roadmap priorities; also supports land-and-expand via paid benchmarking/industry data upsells.”

Strategic PlanningData AnalysisProduct StrategyProduct ManagementCross-Functional CollaborationSEO+94
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Connect with Diana

Diana already has a relationship with Reval, so a warm intro from us gets a much better response than cold outreach.

Typically responds within 24 hours

Recommended

Already have an account?

Hire with Reval

Find your next great hire

Our AI agents source, screen, and vet candidates for your open roles. Get qualified candidates within 48 hours.

$250one-time kickoff
10%on successful hire
Post a Role90-day money-back guarantee
Diana BaceroExecutive Customer Success & Operations leader specializing in B2B SaaS (CPM/FP&A)