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Danyal Graham

@danyalgraham

Client Success leader at Sensiba, LLP who built its first CS function, reaching 98% GRR and 105% NRR.

At Sensiba, LLP, I built the firm's first Client Success organization from zero. In its first year, the team delivered 98% GRR and 105% NRR while doubling ARR.

I developed onboarding, adoption, expansion, and renewal frameworks, and designed a financial business case for a CS platform that drove a 40% improvement in client response rates and 15% quarterly revenue growth.

At CarMax, I led a national post-sale organization of 17 managers and 130 customer experience specialists and leads. We reached 95% platform adoption in 60 days, and I built Salesforce dashboards that gave executives visibility into churn risk and ARR performance.

Earlier at CarMax, I developed business cases that drove more than $500K in annualized savings and built Salesforce CRM reporting infrastructure. At Staples, I worked on process improvements that reduced operational overhead by 15%.

Experience

Work history, roles, and key accomplishments

Current

CS/CX Operations & Strategy Manager

Current

Sensiba LLP

Jan 2024 - Present (2 years 10 months)

Built the firm's first Client Success organization from zero, delivering 98% GRR and 105% NRR in year one while doubling ARR. Designed financial business cases and CS frameworks to standardize engagement and improve client response rates by 40%.

Customer Success GRR NRR ARR Financial Modeling Business Case Development CS Frameworks Customer Health NPS CSAT Salesforce KPI Design OKRs Playbooks Segmentation Executive Reporting

Senior Manager, Customer Experience

CarMax

Jan 2021 - Dec 2024 (3 years 11 months)

Led a national post-sale organization of 17 managers and 130 specialists, maintaining consistent GRR attainment and renewal visibility. Coordinated with IT, Product, and Operations to achieve 95% platform adoption in 60 days and built Salesforce dashboards for executive visibility.

Customer Experience GRR Renewals Salesforce Dashboarding Operating Cadence Escalation Management Cross functional Leadership Platform Adoption ARR

Senior Manager, Business Operations Leadership

CarMax

Jan 2011 - Dec 2021 (10 years 11 months)

Drove $500K in annualized savings through financial modeling and cost reduction business cases. Designed CSAT and NPS frameworks that improved CSAT by 20% and built Salesforce CRM reporting infrastructure, improving customer health visibility by 25%.

Financial Modeling Cost Reduction Business Case Development CSAT NPS Salesforce CRM Reporting Customer Health Renewal Planning Process Improvement

General Manager

Staples

Jan 2005 - Dec 2012 (7 years 11 months)

Managed a $5M operation, consistently exceeding revenue and customer satisfaction KPIs. Implemented process improvement programs that reduced operational overhead by 15% and drove SMB account retention through consultative engagement.