Open to opportunities

Matt Adel

@mattadel

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Enterprise Customer Success leader driving retention, expansion, and SaaS adoption across $60M portfolios.

United States

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What I'm looking for

I’m looking to lead enterprise customer success—driving retention, expansion, and SaaS platform adoption—through executive QBRs, data-driven KPI reporting, and trusted partnerships across Product, Engineering, and Analytics, with room to scale impact.

I’m an Enterprise SaaS & operations Customer Success and Enterprise Account Management leader with 7+ years managing enterprise portfolios up to $60M and driving retention, expansion, and platform adoption.

I scale pilots into major growth—expanding a $2M enterprise pilot from 50 to 3,000+ locations in 12 months, and taking another enterprise account from 100 pilot locations to 12,000+ locations in 6 months—while leading executive-level QBRs to keep renewal and expansion on track.

I build trusted, cross-functional partnerships with Product, Engineering, and Analytics to translate customer needs into scalable solutions, and I’ve led operational turnarounds and service delivery improvements that raised SLA performance to 97% compliance. From founding and scaling an organic CPG beverage startup to managing enterprise post-sales relationships, I focus on customer health, KPI reporting, and continuous process improvement to deliver measurable outcomes.

Experience

Work history, roles, and key accomplishments

Founder & Head of Operations

Tonics of Boho

Nov 2023 - Jul 2025 (1 year 8 months)

Founded and scaled an organic CPG beverage startup from concept to sale, leading go-to-market strategy, product development, e-commerce operations, and customer experience. Grew revenue to nearly $100K and built/optimized the Shopify platform using HTML/Liquid, workflow automation, API integrations, and Google Tag Manager.

Go To Market Product Development E Commerce Operations Customer Experience Vendor Management Shopify Workflow Automation API Integration Google Tag Manager

Account Manager

Coates Group

Mar 2022 - Nov 2023 (1 year 8 months)

Managed enterprise post-sales relationships for national restaurant clients, driving retention, account growth, and platform adoption across 15,000+ locations. Expanded enterprise pilots from 50 to 3,000+ locations in 12 months and from 100 pilot locations to 12,000+ locations in 6 months, while leading executive business reviews and cross-functional escalations.

Enterprise Account Management Customer Success Post Sales Account Growth Platform Adoption Escalation Management Cross functional Leadership

Manager of Operations

SMS Assist

Oct 2021 - Mar 2022 (5 months)

Promoted to lead turnaround of a $60M regional portfolio spanning 1,100+ locations across 6 states, overseeing service delivery, SLA performance, and escalation resolution. Partnered with Product to design priority-based dispatch automation that improved regional SLA performance to 97% and reduced average service delivery time from 7 days to 2 days, while leading and developing team members.

Operations Leadership SLA Workflow Redesign Service Improvement Program Turnaround Operational Excellence

Service Delivery, Program Manager

SMS Assist

Sep 2020 - Oct 2021 (1 year 1 month)

Designed and launched revenue-driving operational programs generating $40M over two years and sustaining $12M in annual recurring revenue. Managed end-to-end service delivery and customer experience for 2,200+ enterprise locations, led onboarding/vendor transitions for 1,200 locations with zero disruption, and oversaw a $21M operating budget across vendor partnerships.

Service Delivery Management Customer Experience Vendor Transitions Change Management Budget Management Vendor Management KPI Reporting Operational Excellence Escalation Management

Customer Relationship Manager

SMS Assist

Sep 2019 - Aug 2020 (11 months)

Managed enterprise customer relationships and service operations for 5,000+ client locations, serving as a primary point of contact for SLA compliance and risk mitigation. Owned a $15M+ annual client operating budget and delivered executive QBRs presenting KPIs, customer health metrics, and risk assessments.