Adria M. Defazio
Enterprise Customer Success Leader | Cisco Customer Success Manager (DTCSM) 2.2 | ARR Ownership | Driving Revenue Retention, Expansion & Executive Engagement | Enterprise Technical Expertise
- Role
- Enterprise Customer Success Manager at Verizon Connect
- Location
- Austin, TX, US
- LinkedIn followers
- 500 followers
About Adria M. Defazio
Strategic Enterprise Customer Success Manager with over 10 years of experience driving revenue retention, expansion, and long-term client value across SaaS and telematics environments. Currently managing a $6M+ ARR portfolio supporting 50 enterprise accounts and more than deployed assets, with a proven record of sustaining 80% renewal rates through proactive account health strategies and executive alignment.Recognized for translating complex platform data into clear ROI narratives for C-suite stakeholders, leading Executive Business Reviews that strengthen partnerships, improve adoption, and align solutions to evolving business objectives. Adept at identifying operational gaps, presenting value-based upsell opportunities, and guiding customers through scalable growth initiatives.Highly skilled in Salesforce, Gainsight, Tableau, and AI-enabled productivity tools to streamline reporting, enhance visibility, and accelerate time-to-value. Known for cross-functional collaboration, structured change management, and delivering measurable outcomes in fast-paced, high-stakes enterprise environments.Core strengths include revenue protection, portfolio growth, customer health optimization, executive stakeholder engagement, and long-term value realization.• Churn Reduction• Customer Health• Trusted Advisor• Value Realization• Executive Reviews• Dynamic Routing• Revenue Protection• Expansion Strategy• Salesforce CRM• Gong Analytics• Salesloft Tools• JIRA Tracking• Gainsight Platform• Tableau Reporting• Fleetio Management• Grok Automation• ChatGPT Assistance• Copilot Productivity• Change Management• Financial Forecasting• Program Governance• Large-Scale Implementation• Looker Insights
Experience
Enterprise Customer Success Manager
Sep 2015 — Present · Austin, TX, US
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