Earl Adona
Senior Customer Success Manager Technical Account Manager @Ditto
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WORK HISTORY
Senior Customer Success Manager Technical Account Manager @Ditto
San Francisco, CA, US
Edge data synchronization platform enabling offline-first mobile applications for enterprise customersManage $2M+ ARR portfolio of 9 enterprise accounts across aviation (Delta, Alaska Airlines), QSR (Chick-fil-A - locations), food delivery (GrubHub), and hospitality technology (BentoBox, CheckPlant).• Orchestrated BentoBox from pilot to $585K revenue processed through 70+ weekly cross-functional meetings, managing production deployment and expansion to restaurants• Negotiated and delivered Delta Airlines $450K Professional Services SOW (450 hours) across Legal, Finance, and Engineering for Implementation Review• Positioned GrubHub for $460K ARR expansion after successful Temple University pilot (195 orders offline)• Led Chick-fil-A through critical production incidents, developing protocols that reduced response gaps from 38+ minutes to 5-10 minute cadence for P0/P1 incidents affecting locations• Managed 26 million document migration coordinating infrastructure teams through CDC memory challenges• Developed SUCCESS-R customer health scoring and Pre/Post-Sales Checklist frameworks adopted company-wide• Built Go-to-Production dashboard providing cross-functional portfolio visibility across Sales, Professional Services, Engineering, and Product teams• Managed Chick-fil-A $350K annual Professional Services contract including invoicing, license conversion coordination, and Harvest time tracking administration• Identified ($60K annual) infrastructure savings through comprehensive cost analysis• Coordinate across Engineering, Product, Sales, Finance, Legal, and Support Operations teams, facilitating weekly meetings with 5-15 stakeholders per account
EDUCATION
San Francisco State University
Bachelor Of Science, Kinesiology
San Francisco State University
Minor, Business Information Computing Systems
SKILLS
ABOUT EARL ADONA
I\'m a strategic Senior Customer Success Manager managing $2M+ ARR portfolios across aviation, quick-service restaurants, food delivery, and hospitality technology sectors. What I Do:At Ditto, I serve as CSM and Technical Account Manager for our largest enterprise accounts including Chick-fil-A restaurants), Delta Airlines, BentoBox, and GrubHub. I orchestrate implementations, coordinate cross-functional teams, and drive outcomes from pilot through production and expansion.Key Achievements:• Crisis Management: Led Tier 1 customer through critical incidents, developing protocols that reduced response gaps from 38+ minutes to 5-10 minute cadence for P0/P1 incidents• Partnership Growth: Coordinated BentoBox from pilot to $585K revenue processed through 70+ weekly meetings, managing rollout and expansion to restaurants• Deal Orchestration: Negotiated and delivered Delta Airlines $450K Professional Services SOW, coordinating 450-hour engagement across Legal, Finance, and Engineering• Technical Projects: Managed 26 million document migration, coordinating infrastructure teams through CDC memory challenges• Strategic Decision-Making: Provided executive assessment for troubled $108K engagement, recommending disengagement after analyzing technical infeasibility• Process Innovation: Developed SUCCESS-R health scoring, Pre/Post-Sales Checklist, and Go-to-Production dashboards adopted company-wide• Cost Optimization: Identified infrastructure savings through comprehensive analysisWhat Makes Me Different:I bridge technical complexity and business outcomes. My background spans Customer Success, Technical Account Management, and Support Operations leadership, giving me insight into the complete customer journey. I\'m comfortable discussing CRDT architecture with engineering teams and presenting ROI metrics to C-level executives.My Approach:Great customer success comes from deep partnership - understanding not just what customers need today, but anticipating future needs. I\'m proactive about identifying risks, transparent about challenges, and relentless about driving outcomes.Beyond Work:When I\'m not managing enterprise accounts, I\'m supporting my daughter\'s pursuits in entertainment and academics, section hiking The AT, and staying active in Atlanta.Let\'s Connect:I\'m interested in connecting with customer success professionals, learning about innovative SaaS companies, and exploring opportunities to drive enterprise outcomes.
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