Ariana Caparelli

About Ariana Caparelli

I help customers fall in love with the products they’ve already bought and actually use them.With 8+ years in Customer Success across SaaS, tech, and wellness, I’ve developed a knack for turning confused users into confident advocates. I’ve onboarded national restaurant brands at Toast, supported $20M+ portfolios at Twilio, and currently help real estate professionals maximize product adoption and ROI as a Customer Success Manager for Zillow’s Showcase platform.My sweet spot is where onboarding, product adoption, and long-term retention meet. I build trust fast, lead with transparency, and leverage data to prevent churn before it starts. My playbooks drive usage. My communication style builds loyalty. And my cross-functional mindset ensures Sales, Support, and Product are always in sync.Some wins I’m proud of: • 100% retention on a $20M ARR portfolio (Twilio) • 95% onboarding success rate (Toast) • 30% reduction in client ramp time (Call Journey) • 90%+ CSAT and adoption benchmarks consistently exceeded (Zillow Showcase)I’m looking for my next opportunity to help a company scale smarter—by helping their customers succeed faster.Let’s connect.

Experience

1. Customer Success Manager

   Zillow

   Oct 2024 — Present

   Zillow’s Showcase platform is a premium listing solution designed to help top-performing agents stand out and convert more leads. • Manage a high-volume portfolio of agents and broker teams, driving adoption and visibility of Zillow’s Showcase listings. • Partner with cross-functional teams (Sales, Product, Marketing) to ensure a seamless post-sale experience and maximize listing performance. • Deliver personalized onboarding and training sessions to help agents understand platform features and leverage data-driven tools. • Identify friction points in the customer journey and collaborate with internal teams to resolve issues, enhance adoption, and reduce churn. • Achieved a 92% product utilization rate within the first 90 days across assigned accounts, exceeding team benchmarks. • Regularly conduct performance reviews and product optimization calls, strengthening long-term client relationships and product ROI.

Education

• Concordia University Irvine

  Master of Arts - MA, Organizational Leadership

  2017 — 2018

• Concordia University Irvine

  Bachelor of Arts - BA, Liberal Arts and Sciences/Liberal Studies

  2011 — 2015