Craig Garcia
@craiggarcia
I retain SaaS customers, reduce churn, and grow multi-million-dollar account portfolios.
CanadaWhat I'm looking for
I've managed customer success and retention across PaintScout, JobNimbus, and SumoQuote, leading SaaS portfolios worth up to $3M ARR while reducing churn and expanding adoption.
At PaintScout, I advanced from Engagement Specialist to Interim Manager of Customer Success and then Retention Manager. I led Customer Success and Support, sustained 80% retention, held monthly churn to 3%, and maintained a +80 Net Promoter Score.
I've supported and trained hundreds of customers, from contractor technology users to energy and geology professionals. I bring hands-on technical troubleshooting, account growth, onboarding, and bilingual English/French communication to every customer relationship.
Experience
Work history, roles, and key accomplishments
Retention Manager, Customer Success
PaintScout
Mar 2025 - Jul 2026 (1 year 4 months)
Hired as an Engagement Specialist, identified process deficiencies, and took on additional responsibilities. Promoted to Interim Manager of Customer Success, leading both Customer Success and Support teams, and later moved into Retention Manager role, sustaining an 80% retention rate and a Net Promoter Score of +80.
Account Manager
JobNimbus
Jan 2024 - Mar 2025 (1 year 2 months)
Retained Account Manager position through a company acquisition, managing a customer base representing $3M in ARR. Managed 350+ SaaS accounts with a 70% retention rate and delivered tier-one support, training, and account growth.
Customer Success Manager
SumoQuote
May 2021 - Jan 2024 (2 years 8 months)
Began as an SDR, stepped in as interim office manager, and was promoted to Account Manager. Managed a portfolio of 400+ accounts totaling $1.5M in ARR, achieving a 75% retention rate in a high-churn SMB segment.
Delivered mail and provided postal services.
Performed warehouse operations and order fulfillment duties.
Customer Support Representative
Geologic Systems
Jan 2012 - Dec 2015 (3 years 11 months)
Provided software support, training, and guidance to customers in the energy and geology sector. Assisted geologists with production forecasting workflows and escalated bug reports to product/engineering teams.
Customer Service & Technical Support
Platinum Communications
Jan 2010 - Dec 2012 (2 years 11 months)
Diagnosed and resolved customer internet connectivity and bandwidth issues in a fast-paced technical support environment.
Marketer, Coordinator & Office Manager
RPM Piano Moving
Jan 2008 - Dec 2010 (2 years 11 months)
Performed marketing, coordination, and office management duties for a piano moving company.
Handled inbound retention conversations for a major telecom provider, resolving service and billing concerns to retain at-risk accounts.
Education
Degrees, certifications, and relevant coursework
Southern Alberta Institute of Technology
Emergency Medical Responder, Emergency Medical Responder
2001 - 2002
Completed the 2-year accelerated Emergency Medical Responder program in 8 months.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Salary expectations
Social media
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