Jordan Darnall
Director of Customer Success | Scaling SaaS Retention, NRR & Global CS Operations | Building High-Trust, High-Performance Teams
- Role
- Director of Customer Success at Rockbot
- Location
- Raleigh, NC, US
- LinkedIn followers
- 500 followers
About Jordan Darnall
I’m a Director of Customer Success and Customer Operations with 10+ years of experience building and scaling global SaaS teams across growth-stage and enterprise organizations.I’m deeply people-first in my leadership approach. I believe the strongest customer outcomes come from teams who feel trusted, respected, and empowered to do their best work. I focus on building environments with clear ownership, sustainable workloads, and meaningful career development so teams can consistently deliver for customers.I’ve led Customer Success, Service Delivery, and Customer Operations organizations owning portfolios up to $25MM in ARR, with a track record of improving retention, growing NRR, reducing churn, and scaling post-sales operations. I’ve built CS programs from the ground up, redesigned operating models, and partnered closely with Sales, Product, and Support to improve the full customer lifecycle.I’ve worked across multiple industries and company stages, from Fortune 250 enterprises to Series B SaaS and EU-based global organizations. I have had the pleasure of leading both domestic and international teams for multiple segments in the Post Sales area and I’m most energized by roles where I can combine people-first leadership with operational rigor to create durable customer and business impact.
Experience
Director of Customer Success
Apr 2024 — Present · Raleigh, NC, US
Series B SaaS | Multimedia, Digital Signage & Audio Messaging• Led a team of 11 in Enterprise and Mid-Market Customer Success, managing a $16M ARR portfolio. • Redesigned the Customer Success operating model, increasing coverage by 30% through automation. • Built and launched a Success On Demand function to support unmanaged customers through a scalable, low-touch model.• Designed & Launched Rockbot’s first structured onboarding framework, enhancing customer engagement and experience.
Skills
- Telecommunications
- Powerpoint
- Microsoft Excel
- Leadership
- Marketing
- Social Media
- Microsoft Office
- Sales
- Team Building
- Microsoft Word
- Team Leadership
- Research
- Customer Service
- Public Speaking
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