German Arellano
@germanarellano
Customer Success Director and leader, scaling SMB SaaS teams to drive retention, adoption, and measurable expansion.
United StatesWhat I'm looking for
I’m a Customer Success leader with 10+ years of experience scaling teams, improving retention, and driving customer value across SMB and mid-market SaaS environments. I build repeatable customer success operations and coach leaders to deliver consistent outcomes.
In recent roles, I managed $4M+ ARR across 70+ enterprise accounts, delivering 95%+ renewal rates and 105%+ NRR. I’ve led cross-functional teams of 30+ across Customer Success, Product, Analytics, and Operations to improve adoption and operational efficiency.
My approach blends strategy and execution: I drive time-to-value, use ROI modeling and success plans to align stakeholders, and serve as an executive escalation point to strengthen long-term customer dependency. I’ve also delivered $1M+ renewal and expansion outcomes through executive stakeholder alignment.
Before returning fully to SaaS leadership, I led enterprise transformation initiatives as a Project Manager, directing work across 21 offices and impacting 1,400+ employees with zero business disruption. I bring the same governance, risk management, and delivery frameworks to customer success—so value lands fast and stays.
Experience
Work history, roles, and key accomplishments
Owned strategic enterprise SaaS engagement and led cross-functional teams to drive adoption, platform utilization, and expansion across complex enterprise environments. Accelerated time-to-value with an MVP in 30 days and supported $1M+ renewal and expansion outcomes through ROI models and executive alignment.
Project Manager
Texas Department of Insurance
Dec 2020 - May 2024 (3 years 5 months)
Directed enterprise-scale transformation initiatives across 21 offices, aligning operational, technical, and stakeholder priorities in highly regulated environments. Led workforce transition impacting 1,400+ employees with zero business disruption, improving governance and delivery predictability.
Led the Customer Success function supporting 77+ enterprise clients ($4M+ ARR) across analytics and cloud-aligned platforms. Managed and developed a 30+ person cross-functional team, achieving 105%+ net revenue retention through expansion strategy, value realization, and executive engagement.
Customer Success Program Manager
Square Root
Mar 2014 - Nov 2017 (3 years 8 months)
Managed enterprise SaaS accounts (~$3M ARR) driving adoption, engagement, and measurable business outcomes. Led complex global implementations and used analytics-driven insights to identify expansion opportunities and improve customer value realization.
Education
Degrees, certifications, and relevant coursework
Vanderbilt University
Master of Business Administration, Business Administration
Earned an MBA from Vanderbilt University.
University of Wisconsin–Madison
Master of Science in Chemistry, Chemistry
Earned an MS in Chemistry from the University of Wisconsin–Madison.
The University of Texas at Austin
Bachelor of Science in Chemistry, Chemistry
Earned a BS in Chemistry from The University of Texas at Austin.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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