Rachel Gatanis

About Rachel Gatanis

I’m a customer experience strategy and operations program manager with 14+ years of experience across B2B, ABM, and SaaS, building the methodologies and systems that help customer-facing teams deliver meaningful, measurable value.My work sits at the intersection of customer strategy, program management, and change leadership. I specialize in designing clear, repeatable ways of working across the full customer journey—from onboarding and adoption, to value assurance, executive conversations, and renewal readiness. This includes building maturity models that help teams assess where customers are today and prioritize what to do next, as well as defining how impact is measured over time.I’ve led global programs supporting 200+ customer-facing professionals, helping organizations improve time to first value, accelerate adoption, strengthen renewals, and operate with a shared, outcome-driven approach. I’m known for simplifying complexity, leading through ambiguity, and building solutions that actually stick.I’m proactive, curious, and thrive in fast-moving, team-oriented environments. I enjoy tackling messy problems, streamlining processes, and helping others succeed. More recently, I’ve been focused on integrating AI-powered insights into customer workflows to support smarter decisions and clearer value storytelling.Beyond the work, I care deeply about building inclusive, growth-oriented cultures and have been an active leader in women’s and culture-focused initiatives.If you’re interested in customer experience strategy, scalable programs, or AI-enabled ways of working, I’d love to connect!

Experience

1. Global Program Manager - Csm Methodology & Customer Experience

   Linkedin

   Apr 2022 — Present · San Francisco, CA, US

   Architect and owner of Customer Success Manager (CSM) methodology for a global organization of 200+ CSMs, defining how teams deliver value across onboarding, adoption, value reviews, and renewals- Design what CSMs do day-to-day, translating strategy into clear, repeatable workflows that ensure consistent execution and value articulation across regions, segments, and thousands of customer accounts- Built and scaled core CS frameworks (Path-to-Value, Success Planning, Program Maturity, MEDDPICC) used in 2,500+ annual customer engagements, helping teams assess customer health, prioritize actions, and tie activity to measurable outcomes- Led the evolution of Strategic Value Reviews/QBRs, grounded in deep customer and field research call analyses, 286 CSAT reviews); updated materials supported 8pp churn reduction and $26M in incremental growth, touching $220M+ in bookings- Improved efficiency and adoption at scale, reducing field total effort and preparation time by ~45% and contributing to stronger usage and MAU stability among customers engaged through structured CS motions.

Education

• University of California, Davis

  Bachelor of Science (B.S.), Psychobiology, Human Development

• Miami University Farmer School of Business

  mMBA

• UC Davis Continuing and Professional Education

  Content Marketing Strategy

  2018