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Eileen Dichoso
Senior Customer Success & Program Manager specializing in compliance, risk, and enterprise accounts
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About
Customer Success Manager with enterprise experience managing the Walgreens contract at EarnIn end-to-end, coordinating executives/legal/HR/marketing and technical teams through benefits-platform integration, adoption, and renewal. Delivered 85% annual retention (despite store closures) and maintained a positive NPS, supported by usage monitoring, benchmarking, and monthly executive reporting. Also drove expansion at Unison by rolling out new insurance products to homeowners using savings/ROI-based positioning.
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Key Strengths
- Owned enterprise account end-to-end from onboarding through adoption and renewal (Walgreens at EarnIn)
- Drove 85% retention after one year on enterprise account despite store closures
- Maintained positive NPS on enterprise account
- Led multi-stakeholder coordination across executive, legal, marketing/HR, and technical teams for deployment and enablement
- Built post-launch monitoring and reporting cadence (usage tracking, monthly reports/meetings, 6-month benchmarks)
- Proactive integration issue detection via usage dips and rapid coordination with internal and client technical teams
- Identifies and prioritizes customer issues based on revenue and user-loss impact to guide improvements/new products
- Executed expansion motion by positioning new insurance products to homeowners with quantified savings and implementing on accounts
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