Mallory Johnston Dakan

About Mallory Johnston Dakan

I’m a Senior Customer Success Manager with a passion for translating complex products into clear wins for customers. With 7+ years of experience across SaaS, robotics, and manufacturing, I thrive at the intersection of technical fluency, customer advocacy, and cross-functional leadership.At Fictiv (recently acquired by Misumi), I led a $20M+ portfolio and built a high-performing CS team, developing success strategies that improved customer engagement, strengthened retention, and reduced escalation volume. At Ispire, I launched scalable CS playbooks that improved customer retention from under 10% to 60% in just 3 months and helped double the pipeline across 50+ B2B accounts. Most recently at Rapid Robotics, I helped design the company’s onboarding process for enterprise RaaS deployments, aligning cross-functional teams to support new accounts.Whether I’m building CS programs from the ground up or optimizing them for scale, I focus on driving measurable impact through proactive engagement, lifecycle strategy, and operational excellence.I’m now looking to join a growth-oriented company where I can lead high-impact customer relationships, build scalable success programs, and collaborate across teams to drive retention, expansion, and satisfaction.

Experience

1. Customer Success Manager

   Formic

   Mar 2026 — Present