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Johnny Davis
Senior Enterprise Customer Success Manager specializing in SaaS adoption and digital transformation
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About
Enterprise Customer Success leader (10+ years) with experience at Zscaler and supporting Fortune 500 customers, driving high adoption and renewals through metric-driven governance and executive stakeholder management. Known for cross-functional incident leadership (including coordinating with Apple and Product to ship a patch) and for enabling significant expansions (e.g., $600k+ add-on before renewal and a $750k DLP deal) while building Salesforce Marketing Cloud/CRM analytics and enablement tooling.
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Key Strengths
- Drove enterprise adoption to >90% license/core feature usage within 3 months; sustained ~95% ongoing
- Expanded enterprise account by >$600k prior to renewal; secured 3-year renewal commitment
- Maintained CSAT and NPS at 100% via proactive QBRs and feedback loops
- Proactive adoption governance with monthly CISO/architect reviews and trend monitoring (3-month rolling avg alerts)
- Resolved high-stakes customer issue by coordinating triage across Support, customer teams, Apple, and Product; enabled rapid patch rollout
- Turned detractors into engaged stakeholders through ongoing workshops and value-based education (legacy HW vs cloud-native platform)
- Identified expansion signal and enabled $750k DLP deal within two months by partnering with AE/SE
- Built KPI dashboards and portfolio-filtering databases to identify at-risk accounts and training gaps
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