Ryan Racacho Email & Phone Number

Serve as the primary point of contact, fostering strong client relationships, and continuously engaging to understand needs, challenges, and objectives for B2B SaaS customers across all segments (SMB, Mid-Market, & Enterprise). Inaugural member of CSM department, refining customer success approaches for Outdoorsy’s B2B SaaS product solving operational, CRM, insurance, and payments pain points, for businesses. Leverage data-driven insights to develop and implement strategies to increase customer retention rates (NRR), drive revenue growth (GRR), and identify opportunities for upselling and cross-selling additional services based on customer needs. Spearhead customer onboarding to optimize product adoption and value realization. Deliver top-tier technical support, collaborating cross- functionally to tackle challenges and enhance the overall customer experience. Schedule and conduct success calls, conduct QBRs, and executive check-ins, to review progress and explore growth opportunities to achieve business objectives.🔑 Key Achievements 🔑▪ Managed and grew book of business of 80-120 accounts (all segments) worth over $5.2M in (ARR) annual recurring revenue▪ Initiated and led monthly webinars for users, reducing CS tickets by -7% in first 60 days, and increasing product adoption +15%▪ Spearheaded substantial +24% Y-o-Y growth in book of business’s net recurring revenue (NRR)▪ Achieved or exceeded > 100% net retention targets by mitigating churn of accounts, and monitoring account health proactively▪ Headed implementation and execution of omnichannel customer engagement strategies, effectively scaling operations to alignwith and advance business objectives▪ Pioneered CSM team, contributing significantly to development & refinement of Customer Success programming & playbooksdesigned to proactively identify risks and opportunities for expansion.

Responsible for successful integration of B2B SaaS product to clients’ business and new user onboarding that, in collaboration with sales team, met customer’s needs and realized time to value effectively. Optimized integration to identify future expansion opportunities and secure business prosperity for fresh and long-standing accounts. Delivered streamlined B2B SaaS support to established customers in 5 countries through diverse communication channels, consistently exceeding expectations and resolving intricate & technical support inquiries. Coordinated stakeholders, successfully addressed user challenges, and elevated vital issues to the product and engineering teams🔑 Key Achievements 🔑▪ Consistently achieved individual CSAT ratings of 96%+, driving a team-wide CSAT score increase of +2-3%.▪ Sole support agent during most shifts, managed 3x ticket volume than peers, maintained exceptional CSAT, enhanced teamperformance in volume, responsiveness, and quality, reducing average handle time (AHT) by 25%▪ Over 100 hours working 1:1 with SMB – Enterprise business’ executives during implementation & onboarding▪ Developed advanced expertise in product integrations and customizations, serving as a key subject matter expert for multipleteams.▪ Reduced human capital required for onboarding by 80% by creating LMS content to replace 1:1 onboarding with self-helpmodel resulting in 80% efficiency boost for new user onboarding▪ Trained new CS agents, with one trainee achieving top performance & garnering interest from other teams for comprehensiveskills and knowledge.

Established consumer trust and delivered company value proposition as the initial contact through phone, email, and chat; expertly shepherding customer throughout the entire Shift buying journey. Managed appointment logistics and played a key role in launching the Customer Experience Team, contributing to the development and refinement of playbooks, processes, and workflows. Assumed accountability for Shift's early growth by consistently achieving monthly targets, enhancing core processes, and proficiently collecting and offering feedback for future improvements🔑 Key Achievements 🔑▪ Consistently exceeded monthly quota, achieving > 110% STG while maintaining > 90% CSAT rating from customers▪ Piloted new outreach experiments & strategies▪ Refined processes and workflows of evolving team in an early startup environment

Interpret court commitment orders and Board of Parole Hearing decisions to calculate a parole date.Analyze inmate legal documents in order to ensure accuracy of sentence.Identify sentencing errors within legal documents to accurately meet sentencing laws.Review rap sheet in order to identify and obtain dispositions on unresolved arrest/court actions.Compile statistical data in order to provide information to management.

Processed inmate records to ensure documents were properly scanned into the Electronic Records Management System.Generated reports of data and provided information to appropriate areas for proper release of inmates.Prepared a variety of forms and documents to produce reports, letters and correspondence in accordance with Departmental policy.Utilized in-house automated systems to ensure the proper release and transfer of inmates.

Processed incoming mail to properly distribute throughout the institution. Reviewed incoming and outgoing inmate correspondence to determine subject matter. Created file folders for various documents to ensure material was arranged and maintained properly for future reference.