Erinne Matte-Daniels

About Erinne Matte-Daniels

I’m a customer success leader and strategic individual contributor who uses data, customer advocacy, and applied AI to turn complex customer relationships into measurable outcomes.With 10+ years in Customer Success across SaaS, public sector, education, compliance, and enterprise technology, I’ve partnered with executive stakeholders to move organizations from onboarding to value realization — and from reactive support to proactive, insight-led engagement.I’ve led AI-enabled customer success initiatives, designing and delivering GPT-powered workflows, success planning assistants, and enablement programs that improve consistency, surface risk earlier, and reduce administrative burden for CS teams. I bring a strong advocacy and data mindset to CS work: building voice-of-customer programs, customer advisory councils, health scoring models, and feedback loops that inform roadmap decisions, strengthen executive alignment, and make customer value visible. I’ve led teams up to 12 and portfolios up to $35M, supported enterprise customers including Verizon, the U.S. Department of Defense, and Merck, and coached teams through renewal strategy, risk mitigation, and customer storytelling.

Experience

1. Customer Success Operations Manager

   国际数据公司

   Jul 2025 — Present

   Responsible for creating and maintaining SOPs, global team enablement and creating GenAI workflows for success planning.

Education

• D'Amore-McKim School of Business at Northeastern University

  Master of Business Administration (MBA), Marketing/Marketing Management, General

• Massachusetts College of Art and Design

  BA, Illustration