Dana Soza

Dana Soza Email and Phone Number

Fractional VP, Builder Success and Partnerships (via CES) @ Hand Crafted Metalworks
Los Angeles, CA, US
Dana Soza's Location
Newport Beach, California, United States, United States
Dana Soza's Contact Details
About Dana Soza

CURRENT CHAPTER - Customer Everything Solutions:Scaling a SaaS company isn’t just about acquiring customers—it’s about keeping, growing, and turning them into growth-engines. For 5 years, I’ve helped SaaS companies and leaders alike do just that through my consulting practice. Over the years, I’ve partnered with SaaS companies like BrainGu, AVEVA, and Immersion Neuroscience, achieving outcomes that transform businesses and the lives of those who work for them. Through my proprietary tool C.S.A.T. Growth Engine Tool, and others, I've helped clients:• Boost key metrics like NRR, GRR, and CLV• Reduce churn while accelerating upsell/cross-sell revenue• Achieve 10X ROI on customer success investmentsAlong the way, I’ve been recognized with awards such as:🏆2025 Most Creative Customer Success Leader (Category: Revenue Growth)🏆Top 100 Customer Success Strategist🏆Top 50 Women Leaders in Customer Success🏆Top 10 Women Leaders in Customer Experience🏆LinkedIn's Top SaaS VoiceNEXT CHAPTER - The Customer Everything Agency:Now, I’m building something even bigger that's coming soon--THE CUSTOMER EVERYTHING AGENCY: 🎯A transformative, multi-faceted agency designed to help SaaS companies achieve exponential growth by leveraging their #1 asset—their customers.🎯Our VISION is simple: Turn customers into powerful growth engines across the entire customer lifecycle, using innovative, cutting-edge solutions.🎯We're committed to fostering an environment where diverse, hard-working individuals thrive by doing what they love most! PEOPLE AND VALUES:But this isn’t just about results—it’s about people. LOGICIANS (INTP-T) like myself are RELENTLESS INNOVATORS, CONSTANT IMPROVERS, AND ANALYSTS, with a thirst for knowledge, always seeking unconventional ways to simplify complexity and drive change...and doing so with a deep commitment to empowering people.I believe in:• COMMUNITY & CONTRIBUTION: Helping others uncover their purpose and succeed is central to my work.• FAMILY & WELL-BEING FIRST: Everyone deserves the freedom to prioritize loved ones guilt-free.• FEARLESS INNOVATION & CHANGE: I aim to improve everything I touch, using data-driven decisions to fuel innovation.The Customer Everything Agency aligns purpose with performance—delivering exceptional client results and unique opportunities for our team.Ready to scale, empower your teams, or join a movement redefining SaaS growth? Let’s connect.Dana Sozawww.CustomerEverything.com

Dana Soza's Current Company Details
Hand Crafted Metalworks

Hand Crafted Metalworks

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Fractional VP, Builder Success and Partnerships (via CES)
Los Angeles, CA, US
Dana Soza Work Experience Details
  • Hand Crafted Metalworks
    Fractional Vp, Builder Success And Partnerships (Via Ces)
    Hand Crafted Metalworks
    Los Angeles, Ca, Us
  • Customer Everything Solutions
    Founder And Principal Consultant
    Customer Everything Solutions Oct 2020 - Present
    At Customer Everything Solutions, we help mid-market and enterprise SaaS companies—and the VC and PE firms that back them—scale to their next stage of growth. If you’re a C-, VP-, or Director-level leader in Customer Success/Experience, Sales/Marketing, RevOps, or Operations, you know scaling isn’t just about acquisition anymore. It’s about keeping customers, growing them, and turning them into your competitive advantage.For VC and PE firms, your portfolio’s success depends on customer-centric strategies that drive valuations and scalability. That’s where we come in.Our proprietary C.S.A.T. Growth Engine Tool benchmarks growth engine maturity across 60+ data points, delivering actionable strategies to:• Boost key metrics like NRR, GRR, and CLV• Reduce churn and accelerate upsell/cross-sell revenue• Optimize operations for scalable growthWhat We Specialize In:•. Organizational Restructuring & Change Management: Aligning teams to scale efficiently and thrive through change.• Customer Success as a Growth Engine: Transforming CS into a revenue driver with higher retention and faster expansion.• AI-Powered Customer Solutions: Using predictive analytics and automation to maximize efficiency and insights.• Customer Journey Optimization: Eliminating friction to enhance satisfaction and conversions.• Revenue Operations Alignment: Breaking silos between sales, marketing, and CS for scalable, data-driven growth.• Outsourced Talent Solutions: Filling gaps in CS, CX, and marketing with ready-to-deliver professionals.Our clients have achieved 10X ROI, 2X growth in expansion revenue, and 40%+ efficiency gains. Investors love us because we turn “potential” into measurable results.If you’re ready to stop leaving revenue on the table—or struggling to scale—let’s talk.Learn More at Customer Everything Solutions: www.CustomerEverything.comBook a Consultation Here: https://calendly.com/danasoza/discovery-call
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  • Practical Csm
    Customer Success Trainer, Educator, Sme - North America
    Practical Csm Jun 2022 - Feb 2024
    London, Gb
    INDUSTRY: Professional Training & Coaching
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  • Vitruvi™ Software
    Global Senior Director Of Customer Success, Outcomes & Growth - Fractional Leader
    Vitruvi™ Software Jul 2022 - Jun 2023
    Calgary, Alberta, Ca
    Revolutionized Vitruvi's CS Group alongside the SVP of CS and Director of CS Ops, orchestrating a strategic overhaul from startup to growth-stage using a potent blend of my C.S.A.T. Growth-Engine model and ADKAR's Change Management framework.Key achievements include:✅Restructured CS into a cohesive group with four specialized teams aligned with customer needs, fostering scalability.✅Crafted comprehensive charters for each team encompassing mission, career paths, metrics, activities, dependencies, and risks.✅Developed of journey stage-specific playbooks and risk assessments, enhancing efficiency and mitigating challenges.✅Created CSM DNA profiles and Senior CSM job descriptions to attract and retain top talent.✅Implemented of success plans and EBRs tailored to each journey stage, ensuring customer engagement and satisfaction.✅Introduced BoB and success plan trackers for streamlined monitoring and analysis.✅Deployed of statistically-proven renewal messaging strategies for increased retention rates.✅Strategic CS Platform assessment of Gainsight's Essentials Plus for effective decision-making.✅Establishment of a robust 13-week new hire employee onboarding program to accelerate team integration.Incorporating ADKAR's Change Management Process:✔Development of comprehensive transition plan to guide the organizational transformation.✔Implementation of educational programs, contests, and change announcements to facilitate knowledge transfer and enthusiasm.✔Conducting coaching, mentoring, and training sessions to empower team members.✔Personalized 1:1 sessions and hands-on exercises to drive individual growth and skill development.✔Participation in Gainsight Pulse Conference to stay abreast of industry trends and best practices.✅TECH STACK: HubSpot, Google Workspace, Slack, Gainsight Essentials Plus, Confluence, Miro, Zoom, Gong, Bamboo HR, Microsoft Teams✅INDUSTRIES:SaaS, Construction Management Software, Data & Analytics, Navigation and Mapping
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  • Vitruvi™ Software
    Customer Success Consultant, Advisor, Sme
    Vitruvi™ Software Apr 2022 - Feb 2023
    Calgary, Alberta, Ca
    Customer Everything Solutions Consultant, advising Vitruvi Customer Success Group on health scores, customer journey, team and growth analysis, etc.
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  • Stride
    Head Of Operations - Fractional Leader
    Stride Oct 2022 - Feb 2023
    Chicago, Illinois, Us
    At this private Seed round Professional Training & Coaching SaaS startup, operating under Customer Everything Solutions, I spearheaded transformative strategies and standardized procedures to drive productivity, revenue, adoption, customer experience (CX), customer satisfaction (CSAT), and operational excellence. Notable achievements include:✅REVOPS/SALES:Development and implementation of comprehensive metrics and engagement processes.Creation of a 6-stage journey and lifecycle framework.Establishment of touchpoints, proposal, contract, and discovery processes.Provision of talk tracks, templates, and more to streamline operations.✅CUSTOMER SUCCESS:Design and implementation of SOPs and operational frameworks.Definition of goals, milestones, and touchpoints to enhance customer engagement.Implementation of EBRs and customer management strategies aligned with lifecycle stages.Development of journey playbooks, metrics tracking, health score systems, and Success Plans.Introduction of a 360-degree communication strategy to ensure cohesive interaction.✅CSM TRAINER/ENABLEMENT:Provided coaching and guidance to CSMs on best practices and newly established CS processes.✅CASE STUDIES:Conducted customer interviews to create standardized Success Stories.Developed SOPs, templates, metrics, goals, and outcomes to showcase achievements.✅COACHES/PARTNERS:Created SOPs and engagement processes for coaches and partners.Defined success criteria, milestones, and outcomes for enhanced collaboration.Skills highlighted:Expertise in B2B SaaS, CS Ops, RevOps, and CS Strategy & Modeling.Proficiency in CSM Training, Data & Metrics analysis, NPS, and CSAT.Experience in developing Journey Maps, Standard Operating Procedures, and implementing Best Practices.Strong cross-functional collaboration capabilities to drive organizational success.✅TECH STACK: HubSpot, Google Workspace, Slab, Miro, Zoom, Microsoft 365, Calendly
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  • Ifs
    Director Of Customer Success, Service Management
    Ifs Dec 2019 - Mar 2020
    Linköping, Se
    At this dynamic and high-growth B2B matrixed Enterprise SaaS/cloud provider, I played a pivotal role in shaping the organization's global CS/CX initiatives in collaboration with top leadership. I spearheaded the promotion of new customer success service delivery offerings within the Service Management Business Unit, North America (SMBU, NA) focusing on key objectives such as Net Revenue Retention (NRR), training and enablement, upselling, cross-selling, implementation, and enhancing overall customer experience.Key contributions include:✅Leading the execution and roll out of the new customer success service delivery within the SMBU, in alignment with the Global Customer Success Organization, ensuring coherence and effectiveness across regions.✅Advocating for the reprioritization of the training and enablement program by articulating its business impact to internal stakeholders through rigorous discovery and analysis. This effort resulted in the creation of an employee certification course within a swift 12-week timeframe.✅Conducting extensive research and analysis in collaboration with leadership teams to pinpoint the root causes of disjointed customer experiences. Subsequently, I presented findings to the executive team, instigating a comprehensive company-wide change management strategy to address identified issues.✅Championing the creation of a global steering committee, despite lacking direct ownership of those teams, to develop a gold-standard implementation model. This endeavor involved conducting interviews, research, and analysis, culminating in a compelling presentation to the executive team.My role necessitated seamless collaboration with various stakeholders, including the executive team, customer engagement, marketing, implementation, pre-sales, project managers, and support teams, to ensure alignment and successful execution of strategic initiatives.TECH STACK: Microsoft 365, Egencia, ADP Workforce, Jobvite, Fetch, IFS Enterprise, Sharepoint
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  • Ge Digital
    Senior Staff, Customer Success Manager, Ge Digital/Servicemax
    Ge Digital 2018 - Dec 2019
    San Ramon, California, Us
    At this distinguished $300 million field-service Enterprise SaaS solution provider established in 2007 and headquartered in Silicon Valley, I managed enterprise clients and contributed significantly to advising, developing, executing, and operationalizing customer success initiatives, both pre- and post-acquisition by GE Digital.Working closely with leadership, I led efforts to define and execute consistent customer journey and engagement processes, aiming to drive Gross Revenue Retention (GRR), enhance Net Promoter Score (NPS), achieve Management By Objectives (MBO), develop strategic success plans, oversee project management, and implement change management strategies. My collaborative efforts extended across departments, including finance, marketing, sales, account teams, customer service, partners, and professional services.Key accomplishments include:✅Collaborating with a diverse team focused on driving growth and retention for eight enterprise customers with an ARR exceeding $8 million. We achieved a remarkable 16% increase in gross revenue retention and maintained a flawless 100% customer retention rate across 50+ countries.✅Defining, communicating, and scaling strategic customer success plans and journey maps, resulting in an impressive 8% increase in NPS.✅Leading a team in developing an ongoing learning and development plan tailored for the Customer Success Manager (CSM) group, ensuring they remained well-equipped to address evolving customer needs effectively.My role involved navigating complex organizational structures, driving strategic initiatives, and fostering collaboration across departments to drive customer success and contribute to the overall growth and success of GE Digital/ServiceMax as a leading player in the competitive B2B SaaS landscape.INDUSTRIES:SaaS, Healthcare, Medical Devices, Medical Equipment Manufacturing, Field Service, Asset Management, Therapeutic Technologies, Ophthalmology Pharmaceuticals, Utilities
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  • Dun & Bradstreet
    Senior Customer Success Manager
    Dun & Bradstreet 2017 - 2018
    Jacksonville, Fl, Us
    At this global $2 billion data and analytics insight SaaS provider founded in 1841 and headquartered in New Jersey, I spearheaded the execution of D&B’s global customer experience (CX) scaling operation, spanning sales, account management, customer success, and solution consulting.In collaboration with various stakeholders including finance, sales, partners, customer experience groups, account management, and solution consulting, I drove the implementation of a comprehensive global customer experience strategy for enterprise clients.Key achievements include:✅Execution of the customer experience strategy through executive business reviews (EBRs), ROI analysis, data and metric analysis, training plans, and best practices for 13 enterprise customers.✅Cross-functional collaboration within the Customer Experience Group to optimize value, increase customer satisfaction, and oversee contract renewals, resulting in a notable increase in Net Promoter Score (NPS) from 7.5 to 8.1 and retention of 98% ARR.✅Delivery of a 35% increase in product adoption and a 5% expansion revenue increase through a novel approach to achieving customer value, empowering sales and account managers with the necessary wins to meet renewal targets.My role involved strategic collaboration with diverse teams to drive customer success, enhance product adoption, and ultimately contribute to the growth and retention of Dun & Bradstreet’s enterprise client base.TECH STACK:Salesforce, Microsoft OfficeINDUSTRIES:Data & Analytics, Finance, Information Services, Marketing & Sales, Data Management & Analytics, Supply Management, Third Party Risk, Master Data, Credit & Risk, Social Media, Hotels, Talent Management
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  • Planet Dds, Inc.
    Director, Customer Success
    Planet Dds, Inc. 2016 - 2017
    Irvine, California, Us
    At this recently acquired $6 million high-growth B2B2C dental practice management SaaS provider headquartered in Costa Mesa, I played a pivotal role in leading and collaborating with the leadership team to build, scale, and optimize customer success initiatives.My focus was on transitioning from primarily support to growth-oriented strategies, while developing, improving, and optimizing customer success services to achieve key objectives including Gross Revenue Retention (GRR), partner growth, product development, product adoption, product expansion, and sales.Key achievements include:✅Reporting directly to the CEO as part of the senior leadership team, where I guided change management initiatives and created customer success delivery frameworks by defining business requirements and analyzing and reporting on key business metrics.✅Developing and coordinating a series of customer success programs and projects, such as partnerships, white papers, user summits, and product development, consistently exceeding Monthly Recurring Revenue (MRR) expansion goals by 40%.✅Laying the foundation of customer success delivery, contributing to an average MRR growth of 23.4% companywide.✅Achieving a remarkable 97% retention rate and a 25% increase in product adoption by creating comprehensive documentation of success plays, growth programs, customer communications, and interactive dashboards for analyzing metrics and generating reports.In collaboration with the executive team, finance, IT, partners, marketing, sales, and account management, I drove initiatives to enhance customer satisfaction, drive growth, and optimize operations, ultimately contributing to the success and growth of the organization in the competitive SaaS landscape.✅TECH STACK:HubSpot, Salesforce, Totango, Doodle, Parature, Microsoft Office, Google Drive, Asana✅INDUSTRIES: SaaS, Dental Revenue Cycle Management, Mobile Dentistry, Healthcare, Dental Practice Analytics, Software Development
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  • Omacro
    Director Of Customer Success (International)
    Omacro May 2014 - Dec 2016
    At this bootstrapped SaaS product-sharing social startup founded in 2013, I spearheaded the building, scaling, and operation of the customer success organization, leveraging a hybrid product-led growth strategy with elements of high- and mid-touch engagements.In collaboration with Marketing and Product teams, I created an onboarding educational curriculum from scratch, featuring tutorial videos, step-by-step instructions, semi-automated milestone check-ins, gamification, and Help Center updates.Key accomplishments include:✅Reporting directly to the CEO, I provided guidance on strategy, programs, and product development to drive customer expansion, product adoption, and retention.✅Developing program strategies and numerous offerings from ideation to execution, resulting in a remarkable 900% global customer expansion, a 160% increase in referrals, and over 75% Buy Now product adoption.✅Managing and implemented the creation of partner programs, onboarding programs, creative offerings, and support services to enhance the overall customer experience.✅Facilitating the creation of a low-touch/tech-touch onboarding program in collaboration with marketing and product, leading to a 50% increase in retention rates.My leadership and strategic initiatives played a crucial role in driving business development, referrals, product development, customer retention, customer expansion, product expansion, onboarding, and product adoption, ultimately contributing to the success and growth of the startup in the competitive SaaS landscape.TECH STACK:Zoho, Basecamp, Microsoft Office, iWorkINDUSTRIES:Supply Chain and Logistics, Social Networking, Product Management, Supply Chain Management, Marketing, Sales, Marketing Communications, Purchasing, Music Product Manufacturing, Music
  • Cunef (Colegio Universitario De Estudios Financieros)
    International Business Opportunities: Certified Tesol Teacher, Educator & Coach
    Cunef (Colegio Universitario De Estudios Financieros) 2013 - 2014
    Madrid, Community Of Madrid, Es
    • Developed curriculum, coached business executives, and increased English proficiency for students at L'oreal, Ernst & Young, Conde Nast, Coca Cola, Accenture, private universities, Cambridge Prep, and others. • Motivated student learning by creating engaging projects, challenging exams, and creative team competitions.
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  • Groupon
    Account Executive
    Groupon 2012 - 2013
    Chicago, Il, Us
    At this recently IPO'd publicly traded $500 million global e-commerce marketplace headquartered in Chicago, IL, I played a pivotal role in developing close relationships and profitable contracts with local business owners in the South Orange County territory. My responsibilities included:✅Prospecting, consulting, and closing deals with local merchants to create compelling offers for Groupon subscribers tailored to each business's products and services.✅Presenting Groupon as a unique and effective way for businesses to acquire new customers, emphasizing its value proposition.✅Identifying new and creative businesses and activities to be featured on Groupon, expanding the range of deals available to our subscribers.✅Negotiating prices and terms of sales and service agreements with merchants to maximize value and revenue opportunities.My efforts resulted in the development of profitable contracts and strong relationships with small and medium-sized businesses in the South Orange County territory, contributing to Groupon's success in delivering compelling offers to subscribers and driving business growth.TECH STACK:Salesforce, Microsoft Office
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  • Best Companies Inc
    Regional Sales And Account Manager
    Best Companies Inc 2005 - 2012
    As a Regional Sales and Account Manager at Best Companies Inc., I excelled in driving growth and fostering profitable relationships in the highly-coveted South Orange County territory. My achievements include:✅Achieving an exceptional 153% growth rate within one year, securing recognition as a top sales producer.✅Successfully negotiating profitable business deals ranging from $200 to $25,000, showcasing adept negotiation skills.✅Serving as a pivotal liaison between clients, installation professionals, front office, and company executives to ensure mutually beneficial agreements.✅Playing a crucial role as the lead trainer for new sales recruits, providing comprehensive education on presentation skills, company policies, and best practices.✅Graduating from a lead generator role to outside sales within two months, demonstrating rapid career progression and proficiency in sales techniques.✅Consistently increasing commission-only sales by 10-150% annually through expertise in product knowledge and effective consultation.✅Conducting expert presentations to diverse audiences, from stay-at-home moms to CEOs, showcasing versatility and communication skills.✅Utilizing cold calling and door-to-door sales techniques to consistently secure additional business in a commission-only environment.✅Assisting in the implementation and proper execution of new software programs for sales managers, demonstrating adaptability and technical proficiency.My tenure at Best Companies Inc. was characterized by consistent excellence in sales performance, strategic relationship-building, and leadership in training and implementation initiatives.

Dana Soza Skills

Sales Management Public Relations Event Planning Trade Shows Social Media Marketing Marketing Strategy Account Management Social Media Contract Negotiation Public Speaking Online Marketing Cold Calling Leadership Software As A Service Teaching English As A Second Language Critical Thinking Persuasion C Level Negotiations Collaborative Problem Solving International Business Event Management Lean Process Improvement Information Technology Teaching Adults Customer Service Project Management Budgets Strategic Partnerships Product Marketing Salesforce.com Administration University Teaching Customer Relationship Management Communication Relationship Building Strategic Planning Business Planning Customer Satisfaction Negotiation Training Salesforce.com

Dana Soza Education Details

  • West Texas A&M University
    West Texas A&M University
    Mba - Ledership Concentration Complete
  • California State University, Long Beach
    California State University, Long Beach
    Marketing
  • Landmark
    Landmark
    And Communication Skills

Frequently Asked Questions about Dana Soza

What company does Dana Soza work for?

Dana Soza works for Hand Crafted Metalworks

What is Dana Soza's role at the current company?

Dana Soza's current role is Fractional VP, Builder Success and Partnerships (via CES).

What is Dana Soza's email address?

Dana Soza's email address is da****@****rld.com

What is Dana Soza's direct phone number?

Dana Soza's direct phone number is +194987*****

What schools did Dana Soza attend?

Dana Soza attended West Texas A&m University, California State University, Long Beach, Landmark.

What are some of Dana Soza's interests?

Dana Soza has interest in Social Services, Children, Public Relations, Economic Empowerment, Marketing, Beach Volleyball, Education, Dancing, Public Speaking, Environment.

What skills is Dana Soza known for?

Dana Soza has skills like Sales, Management, Public Relations, Event Planning, Trade Shows, Social Media Marketing, Marketing Strategy, Account Management, Social Media, Contract Negotiation, Public Speaking, Online Marketing.

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