Open to opportunities

Nancy Morano

@nancymorano

Message

Senior Customer Success Manager driving retention, expansion, and data-driven outcomes.

United States

Message

What I'm looking for

I seek a customer-success focused role at an enterprise SaaS company where I can drive retention and expansion, lead strategic engagements with executives, scale playbooks using data and AI, and contribute to cross-functional product improvements.

I am a Senior Customer Success Manager with deep experience managing large ARR enterprise SaaS portfolios, leading onboarding and adoption programs, and partnering with executive stakeholders to align product capabilities with business outcomes. I leverage AI and customer health insights to improve net revenue retention, scale playbooks, and drive strategic account growth through QBRs, renewals management, and voice-of-customer advocacy.

My background spans platform specialization, eCommerce operations, and technical project leadership, with a track record of delivering complex implementations, enabling cross-functional teams, and building trusted advisor relationships with clients like Google and Consumer Cellular. I am operationally minded, data-driven, and focused on continuous improvement and scalable customer success practices.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Manager

Current

Ozmo, Inc.

Jan 2022 - Present (4 years)

Manage a $4M ARR portfolio of enterprise clients, driving retention, expansion, and improved NRR through onboarding, QBRs, and strategic executive engagement. Leverage AI-driven customer insights and scalable playbooks to accelerate adoption and influence product roadmap decisions.

Customer Success Account Management Onboarding QBRs

Platform Specialist

DynamicWeb North America

Jan 2018 - Jan 2022 (4 years)

Led platform implementations and provided advanced technical support for enterprise eCommerce solutions across CMS, PIM, and Marketing modules, delivering training and ensuring successful integrations and compliance initiatives.

ECommerce Platforms CMS Technical Support Integration SEO Training Project Implementation

Entrepreneur / Business Owner

Peak of Perfection Designs

Jan 2013 - Jan 2019 (6 years)

Founded and scaled an eCommerce brand with 500+ SKUs using Shopify and Amazon FBA, managing product listings, fulfillment, photography, and multi-channel marketing to grow revenue and brand presence.

Ecommerce Shopify Product Listing Photography Social Media Marketing Fulfillment Inventory Management

eCommerce Business Specialist

Just Give Me Jewels

Jan 2013 - Jan 2018 (5 years)

Managed a 30,000+ listing online catalog across Amazon and eBay, implementing automated fulfillment workflows and leading social media and video promotion to drive traffic and sales.

Marketplace Management Amazon eBay Shopify Ecomdash Social Media Marketing

Customer Service Manager

USA Emergency Supply

Jan 2008 - Jan 2012 (4 years)

Managed customer service operations and created product content and guides to improve customer satisfaction and platform engagement for an emergency supply eCommerce store.

Customer service management Content & Design Product documentation Ecommerce Process Improvement

IT Project Manager

UConn Foundation, Inc.

Jan 2000 - Jan 2006 (6 years)

Led systems and data projects from definition through implementation, serving as liaison between technical teams and business users and delivering training and documentation to ensure adoption.

Project Management Systems Analysis Requirements Gathering Training Implementation