Dennis Hoang

About Dennis Hoang

I build products. I manage delivery. I grow accounts. And I stay close to the customer through all of it.I’m a Customer Success and product-focused operator with 15+ years of experience spanning enterprise SaaS, government platforms, startups, AI tools, consumer brands, and fintech automation. I currently manage 100+ accounts on an AI-powered SaaS platform, where I reduced time-to-first-value by 30–40% and resolve most issues without engineering escalation. My approach to Customer Success is structured and proactive: monitor health, identify risk early, align stakeholders, and translate complexity into measurable outcomes. Before focusing fully on Customer Success, I led enterprise and government platform delivery, managing multi-stakeholder relationships, million-dollar budgets, and post-launch optimization efforts. I’ve owned 0→1 product builds, defined hundreds of user stories, gathered roadmap feedback directly from customers, and worked cross-functionally with engineering, design, and leadership teams. I understand the tension between customer needs and technical constraints because I’ve been on both sides of that equation.Outside of traditional roles, I’ve founded and scaled a national consumer brand and built a patent-pending fintech SaaS tool using AI-assisted development. I actively experiment with AI workflows, automation tools, and developer platforms to improve onboarding, reduce friction, and accelerate adoption. That builder mindset informs how I operate in Customer Success: not reactive support, but revenue protection, product insight, and long-term relationship strategy.If you’re building a serious SaaS platform where adoption, retention, and operational clarity matter, I’m always open to connecting.

Experience

1. Customer Success Manager

   Ondoc.Ai

   May 2025 — Present

   Lead onboarding and training for physicians and medical practices adopting OnDoc’s AI avatar platform, ensuring seamless account setup, avatar creation, and early content success.Serve as the primary liaison between clients and development team, translating user feedback into actionable product improvements.Test and troubleshoot AI-generated avatar features, collaborating with engineers to resolve edge-case issues and enhance reliability.Partner with product and marketing teams to refine onboarding flows, help-center materials, and user-facing documentation.Monitor user engagement and satisfaction to drive adoption and retention, identifying opportunities for proactive support.

Education

• Virginia Tech

  Bachelor of Science (BS), Business Information Technology

  2006 — 2010

Skills

• Customer Service
• Training & Development
• Leadership
• Social Media Marketing
• Pay Per Click (Ppc)
• Microsoft Excel
• Project Management
• Online Marketing
• Online Advertising
• Marketing
• Social Media Optimization (Smo)
• Business Analysis
• Sharepoint
• Management
• Microsoft Office
• Visio
• Peoplesoft Financial
• Sap Implementation