Destiny Sims-Figgins
@destinysims-figgins
Customer-centric, data-driven Customer Success leader driving retention, adoption, and revenue in SaaS.
United StatesWhat I'm looking for
I am a customer-centric, data-driven Customer Success leader with 7+ years of experience driving retention, adoption, and growth in fast-paced SaaS environments. I have led OEM compliance initiatives across 500+ dealers, achieved a 95% net revenue retention rate, and helped secure over $3.6M in annual contract revenue while mentoring and coaching teams of 20+ CSMs.
I excel at translating customer feedback into product improvements and operational efficiencies using tools like Salesforce, Looker, GA4, and Power BI. I build cross-functional relationships, streamline processes through SOP development and audit programs, and deliver measurable outcomes—reducing non-compliance findings by 35% and improving product adoption and profitability.
Experience
Work history, roles, and key accomplishments
Lead Compliance Project Manager
DealerOn
Jan 2025 - Present (7 months)
Directed OEM compliance initiatives across 500+ dealers, managing SLAs and audits and achieving a 35% reduction in non-compliance findings. Developed compliance reporting and SOPs to improve audit approval rates and mitigate regulatory risk.
Associate Product Owner
DealerOn
Jan 2024 - Jan 2025 (1 year)
Oversaw feature implementation and managed 100+ client case requests weekly in Salesforce, driving a 30% increase in customer satisfaction and a 50% boost in product adoption. Prioritized roadmap using Looker-derived metrics and led UAT to ensure timely releases.
Senior Customer Success Manager III
DealerOn
Feb 2023 - Jan 2025 (1 year 11 months)
Managed a portfolio of 120+ SMB and mid-market accounts, achieving 95% net revenue retention and securing $3.6M+ in annual contract revenue while maintaining 100% CSAT. Led onboarding, strategic GA4 evaluations, and coached 20+ CSMs to reduce churn and drive expansion.
Senior Manager of Business Development
Nissan
Nov 2019 - Feb 2023 (3 years 3 months)
Generated $6M+ in ARR by developing sales playbooks and digital marketing campaigns and improved lead conversion by 15% managing 2,000+ leads monthly. Built and led a 25+ person team, raising KPI performance by 30% through training and process improvements.
Customer Success Manager
Safe Patient Lifting
Jan 2016 - Jan 2018 (2 years)
Managed healthcare client onboarding and adoption, achieving a 95%+ onboarding satisfaction rate and improving retention through regular touchpoints and QBRs. Drove cross-functional advocacy using Salesforce and Looker to reduce ticket volume and speed case resolution.
Education
Degrees, certifications, and relevant coursework
URUniversity of Arkansas at Little Rock
Bachelor of Business Administration, Business Information Systems
Earned a Bachelor of Business Administration in Business Information Systems from the University of Arkansas at Little Rock.
URUniversity of Arkansas at Little Rock
Associate of Arts, General Studies
Earned an Associate of Arts in General Studies from the University of Arkansas at Little Rock.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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