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Rory Kraus

@rorykraus

Customer Success Manager at Zillow Group Inc. who configured Follow Up Boss workflows and increased agent conversions by over 10%.

United States

Message

At Zillow Group Inc., I configured Follow Up Boss workflows and integrations for real estate teams, helping improve lead routing and database management. My CRM audits and automations contributed to agent conversion rate increases of over 10%, and I delivered training on dashboards and conversion metrics.

At DoorDash Inc., I managed a $20M portfolio of 150+ merchant accounts and averaged 122% of quarterly KPIs. I exceeded upsell targets by 108% and delivered virtual product demos to support feature adoption and revenue growth.

Experience

Work history, roles, and key accomplishments

Customer Success Manager

Zillow Group Inc.

Jul 2025 - Apr 2026 (9 months)

Served as subject matter expert for Follow Up Boss, leading technical configuration and workflow design for premier real estate teams. Managed complex API integrations and delivered specialized training sessions to drive adoption and reduce churn.

CRM Salesforce API Integration Workflow Design Training Customer Success Data Analysis Automation

Customer Success Manager – Strategic Accounts

DoorDash Inc.

Oct 2021 - Sep 2024 (2 years 11 months)

Managed a $20M portfolio of 150+ merchant accounts, surpassing quarterly KPIs by 122% on average. Exceeded upsell targets by 108% and delivered virtual product demos to increase feature adoption.

Salesforce Strategic Account Management Upselling Virtual Demonstrations Contract Negotiation Mentorship Customer Retention

Account Executive – Hospitality & Healthcare

Sysco

Dec 2019 - Aug 2021 (1 year 8 months)

Increased annual contract value by 25% through data-driven solutions and reduced churn by 18% via strategic partnerships. Boosted lead generation by 28% with targeted digital prospecting.

Sales Account Management Data Analysis Negotiation Lead Generation Product Adoption

Marketing Associate - Maryland Accounts

Sysco

May 2019 - Oct 2019 (5 months)

Drove market growth by customizing promotional strategies based on regional customer insights. Improved product engagement through collaboration with sales teams on campaign execution.

Marketing Campaign Execution Customer Insights Collaboration

Sales Assistant - Key Accounts

Baldor Specialty Foods

Nov 2017 - Apr 2019 (1 year 5 months)

Supported top-tier clients including Michelin Star and James Beard award-winning restaurants by resolving escalated issues and improving retention. Leveraged pastry and specialty produce expertise to increase cross-sell opportunities.

Customer Service Issue Resolution Cross Selling Client Relations

Pastry Chef & Private Chef

Green Pig Bistro

Mar 2012 - Nov 2017 (5 years 8 months)

Managed daily kitchen operations, trained staff, conducted inventory and accounting, and customized pastry offerings for high-profile events and clients.

Culinary Management Corporate Trainer Inventory Management Event Catering