Julian A.

About Julian A.

I am a Customer Success professional with experience managing enterprise and mid-market client relationships in SaaS environments. My focus is on driving product adoption, improving customer outcomes, and reducing churn through strategic engagement and proactive account management.I work closely with customers to understand business objectives, translate needs into platform solutions, and guide implementation across cloud-based systems, including integrations, APIs, and iPaaS workflows. I also lead internal enablement sessions to improve cross-team alignment and ensure customers receive consistent, value-driven experiences.Through regular stakeholder touchpoints and collaboration with product and engineering teams, I help identify usage gaps, surface expansion opportunities, and improve overall system performance. My approach centers on long-term relationship building, clear communication, and aligning technology with measurable business impact.

Experience

1. Cs ll

   Limble

   Jan 2023 — Present · Tampa, FL, US

   Prevented churn of a $300k ARR enterprise customer by leading a structured intervention plan addressing application performance concerns and product limitations. Executing cross functionally to ensure outcome.• Served as a trusted Tier 2 escalation resource for 30 client BoB, handling the highest-complexity troubleshooting, account configurations, workflow evaluations, and live troubleshooting sessions for enterprise and mid-market accounts. • Maintained a 98.7% CSAT across 2025 and 100% CSAT in 2026 YTD while exclusively supporting Tier 2 technical issues, escalations, and advanced API Supported configurations • Led three recurring customer escalation meetings per week during bug-heavy periods, directly engaging stakeholders to de-escalate risk and preserve renewal confidence. • Acted as a technical advisor for API integrations, SSO configurations, and iPaaS data flows, guiding customers through implementation, troubleshooting, and optimization in partnership with Engineering. • Built and maintained a centralized escalation and deployment tracker documenting tickets, API issues, release dependencies, and status updates to improve customer visibility and executive trust. • Partnered cross-functionally with Product and Engineering to identify root-cause technical issues and communicate roadmap updates and release timelines to customers. • Ranked in the top 10% of CS Specialists for CSAT performance out of a team of nine.

Education

• USC Marshall School of Business

  B.S., Business Administration, Marshall School of Business, 2022

• International Baccalaureate

  Associate's degree