Open to opportunities

Enrique Macias

@enriquemacias

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Experienced Director of Customer Success driving revenue growth and client satisfaction.

United States

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What I'm looking for

I am looking for a role that fosters innovation, values data-driven decision-making, and offers opportunities for professional growth within a collaborative team environment.

As a Director of Customer Success with over 15 years of experience, I have a proven track record of leading teams to achieve substantial revenue growth and enhance client satisfaction across diverse regions. My expertise lies in aligning strategic goals with market trends, fostering innovation, and building long-term partnerships. I am passionate about leveraging data-driven solutions to boost product adoption and reduce churn, consistently supporting significant Annual Recurring Revenue (ARR) growth.

In my most recent role at Freshworks, I led a 10-member team, enhancing customer success for over 350 clients with a remarkable $38 million ARR. My focus on data-driven solutions has not only driven revenue growth but also shaped the customer success vision aligned with company goals. I have successfully implemented retention strategies by utilizing analytics to identify churn drivers, supporting a $200 million ARR growth over 2.5 years. My previous experience at New Relic and WP Engine further honed my skills in managing large ARR accounts and fostering a culture of learning and innovation within my teams.

Experience

Work history, roles, and key accomplishments

Director, Customer Success

Freshworks

May 2022 - Nov 2024 (2 years 6 months)

Led a 10-member team, enhancing customer success for over 350 clients with $38MM ARR across various regions. Directed data-driven solutions, significantly boosting revenue growth and product adoption while shaping the customer success vision.

Data Analysis Customer Success Management Revenue

Director, Customer Success

New Relic

Jun 2017 - May 2022 (4 years 11 months)

Led a CSM team managing over $162M ARR across US, LATAM, and Canada, supporting regions in English, Spanish, and Portuguese. Aligned strategy with OKRs to achieve renewal and upsell goals, enhancing CSM program efficiency and reducing operational costs.

CSM OKRs Upselling

Senior CSM (Team Lead)

WP Engine

Jun 2014 - May 2017 (2 years 11 months)

Spearheaded enterprise account management for over 50 enterprise customers, driving substantial revenue growth through strategic client relationships. Launched the UK Customer Success program, improving client satisfaction and retention for the company’s newly added region.

Enterprise Account Management Client Relationship Management Customer Satisfaction

Global Partner Operations Manager

VMWare

Sep 2013 - Jun 2014 (9 months)

Managed global cloud reseller operations, enhancing partner skills and expanding reach. Increased partner engagement through strategic outreach, fostering cloud ecosystem growth and developing cross-functional education strategies.

Partner Management Cloud Ecosystem Strategic Outreach Partner Enablement

Reseller Operations Manager

Apple

Jul 2009 - Sep 2013 (4 years 2 months)

Optimized supply chain for Best Buy, driving $4B in annual sales. Optimized inventory systems, reducing stock outs and improving fulfillment for key resellers. Analyzed sales data, expanding product lines and market share through strategic insights.

Inventory Management Sales Data Analysis Market Share Growth

Education

Degrees, certifications, and relevant coursework

University of Texas at Austin

Master of Science, Technology Commercialization

Completed a Master of Science in Technology Commercialization. Focused on the intersection of technology and business, preparing for leadership roles in innovation and market strategy.