Charlie D.

WORK HISTORY

EDUCATION

ABOUT CHARLIE D.

I’m a Customer Success and post-sale growth leader with over a decade of experience driving retention, expansion, and net revenue retention (NRR) across SaaS and PLG companies. I’ve built and scaled CS orgs from scratch, designed end-to-end customer journeys, and led GTM alignment across product, sales, and support to drive measurable results.At Carta, I founded and scaled the CS function for Carta Launch, our freemium cap table product serving startups. I implemented onboarding journeys, lifecycle campaigns, NPS programs, and health scoring, boosting onboarding completion by 92%, reducing churn by 10%, and growing ARR by 250%. I also led GTM strategy across CS, product, and sales, delivering a white-glove onboarding experience and a data-driven expansion motion.Prior to Carta, I led SMB Customer Success and Technical Support teams at Salesforce, building scalable onboarding and retention programs for Salesforce Essentials. I developed self-service onboarding flows, led a 10-person CS/support org, and drove customer journey design that directly informed product improvements.I specialize in building cross-functional success engines that scale, combining operational rigor, lifecycle strategy, and a relentless focus on customer outcomes.