Dana Massey

About Dana Massey

I’m a solutions-driven Customer Success Leader with a passion for building lasting relationships, creating scalable processes, and delivering meaningful results. With extensive experience managing high-value enterprise accounts in fast-paced SaaS environments, I specialize in aligning customer success strategies with business growth goals, while keeping client satisfaction and retention at the heart of it all.Throughout my career, I’ve had the opportunity to lead and mentor global teams, navigate complex customer lifecycles, and transform at-risk accounts into long-term, referenceable partnerships. I thrive in dynamic, high-pressure environments where adaptability, collaboration, and innovation are key. Whether it\'s driving net revenue retention, launching SaaS implementations, or building cross-functional initiatives, I bring a balance of technical acumen, people leadership, and business insight to every challenge.I have an interpersonal approach. I\'m naturally customer-focused, empathetic, and solutions-oriented. I’ve built strong rapport with stakeholders at every level, including C-suite leaders, and take pride in cultivating trust and driving outcomes even in sensitive or high-stakes situations. I believe in empowering teams, elevating the customer voice, and fostering a culture of care, accountability, and continuous improvement.I’m proud to have led high-performing teams, streamlined success operations, and contributed to both customer wins and internal growth. I’m always ready for the next challenge and committed to making every customer interaction not only effective, but meaningful.Areas of Expertise: Client Management & Retention SaaS Solutions Implementation Revenue & Profit Growth Relationship Development Product Adoption Project Management Process Design & Improvement Staff Training & Leadership Problem ResolutionConnect with me today!

Experience

1. Manager, Customer Success

   Gigamon

   Aug 2023 — Present

   In my current role as a Manager, Customer Success, I: • Lead a global team of 15+ Customer Success Managers and Technical Success Managers through continuous change, champion broader thinking, and create a transparent environment of open communication and clear expectations. • Drive end-to-end customer lifecycle strategies across enterprise and service provider accounts.• Built a high-performance team by recruiting, training, and mentoring talent, resulting in increased retention, engagement, and performance quality. Passionate about leading and developing others. • Develop and execute scalable customer segmentation and engagement frameworks, significantly improving value realization, NPS, and adoption metrics.• Define and track key success KPIs, including net/gross retention, churn, and expansion; used analytics to guide strategic planning and continuous improvement.• Act as executive escalation point, resolving high-stakes issues with diplomacy and speed, contributing to stronger client trust and account stability.• Lead cross-functional collaboration with Sales, Product, Support, and Engineering to deliver better customer experiences and drive product enhancements.• Spearhead continuous process optimization initiatives that enhanced operational efficiency, scalability, and customer journey consistency.

Education

• George Mason University

  BA, History

  1986 — 1991