Davis Ogden

Experience

1. Customer Success Manager

   Aquanuity, Inc

   Jan 2024 — Present

   Served as primary Customer Success Manager for a specialized hydraulic and hydrologic SaaS platform, delivering onboarding, product guidance, and ongoing support to engineering and utility customers• Supported ~20% YoY revenue growth in a fast paced, startup environment by building customer success workflows, KPIs, and renewal processes that improved adoption, reduced inter-departmental friction, and limited gaps in service across an exponential growth in customer base• Delivered live customer training and technical product demonstrations, supporting user adoption, pre-sales qualification, and sales pipeline progression• Owned software licensing and renewal operations, including provisioning, entitlement management, renewal coordination, and churn follow-up with billing and finance partners• Implemented and administered HubSpot CRM architecture, including pipelines, lifecycle stages, workflows, QuickBooks Integration, and automations supporting onboarding, support, renewals, and account management• Designed SLA-driven support workflows and KPI frameworks, and built operational dashboards tracking ticket flow, response and resolution performance, escalation rates, CSAT, and support quality metrics• Architected support and feature-request intake pipelines with triage stages, decision workflows, automation rules, and cross-team handoff to product and engineering• Authored and standardized technical documentation and online help systems to improve onboarding efficiency and increase customer self-service resolution• Acted as cross-functional liaison between customers, sales, and engineering, translating customer feedback and support trends into product and process improvements

Education

• Georgia Institute of Technology

  Civil Engineering

• Purdue University

  Master of Science - MS, Civil Engineering

• United States Naval Academy

  Physics

  2016 — 2018