Dani M.
Regional Manager, Customer Success @Compass
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WORK HISTORY
Regional Manager, Customer Success @Compass
Leads, coaches, and develops 6 People Managers with approximately ~11 direct reports each- Mentors and oversees 57 skip level direct reports (IC1-IC3) in Orange County, Greater Los Angeles, and San Diego- Drives NPS excellence and retention strategies for over 5,177 customer accounts in Orange County, Greater Los Angeles, and San Diego(Successfully drove SoCal/OC NPS initiative to achieve highest ever SoCal NPS score of 87.6 in Q4 2024 - and 3 quarters afterwards in high 80\'s)- Curates and delivers annual IC3 learning and development classes in partnership with Management team- Drives new hire onboarding excellence in training execution, team mentorship, and 30/60/90 touch points- Create and deliver new People Manager training, diving into leadership principles, HR basics, and setting proper expectations with new leaders- Drives annual revision of role rubrics, ensuring KPIs and competencies are in line with what success looks like in each role- Partners with Compass department heads and Culture Committee to innovate new ways to drive culture and bring the teams together to keep morale high- Oversees the monthly budget reports for each local office, looking out for larger trends, concerns, and ways to celebrate each office in their budgeting practices- Digest and deliver data metrics to greater team, taking into account key trends and collaborating with Management team to understand the story behind the metrics - Build and roll out optimized workflows within Customer Success, identifying what is and isn\'t working, and partnering with leaders to drive for excellence within the team
EDUCATION
Orange Coast College
English Language and Literature, General
ABOUT DANI M.
I am a seasoned people leader with a track record of spearheading client satisfaction and retention programs, many of which have been adopted region-wide. I am well versed in the challenges of scaling a SaaS business, having grown with Compass through IPO and previously helped found a lifestyle startup. I am known for my balance of empathy and accountability, supporting my team’s total experience to drive high team satisfaction.
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