Eric Dalton

About Eric Dalton

I’m a Customer Success Leader passionate about helping organizations unlock growth, assuring retention, and making strategic impact through data-driven insights and consultative partnership. With experience across SaaS, FinTech, and Manufacturing, I’ve delivered measurable results for both agile startups and global enterprises, driving exceptional client experiences. I thrive at the intersection of strategy, analytics, and relationship-building, aligning Sales, Product, and Operations to deliver scalable solutions that turn insights into impact. As a human-first people leader, I prioritize empowering teams, fostering collaboration, and building cultures where people—and customers—thrive. My mission: maximize customer value, foster loyalty, and create long-term business growth. Let’s connect to share ideas on customer success, leadership, and building lasting relationships in today’s dynamic digital landscape. Outside of work, I enjoy running, music, golf, and cheering on all things Cleveland sports.

Experience

1. Customer Success Director

   Entersekt

   Sep 2024 — Present

   Lead the Americas Customer Success function supporting merchants, financial institutions, and partners from SMB to Enterprise, owning the full customer lifecycle.• Built scalable engagement models that drove 105%+ NRR, 0% churn, and a 50% increase in NPS participation through strategic segmentation and executive-level relationship management.• Improved operational efficiency by optimizing CRM usage, standardizing reporting, and strengthening cross-functional global workflows.• Delivered high-impact fraud mitigation initiatives, resulting in 40% reduction in fraud, 40% reduction in manual review, and 25% reduction in call center activity for clients.• Stepped into strategic leadership responsibilities beyond the scope of the role, driving team-level priorities and informing product and go-to-market strategy.

Education

• Baldwin Wallace University

  Bachelor of Arts (B.A.)

  2012 — 2016