Todd Nappi
Manager, Client Success @Absorb Software
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WORK HISTORY
Manager, Client Success @Absorb Software
US
Led a Client Success org managing $32M+ ARR (~40% of CSM-managed revenue), delivering 2.05% churn, exceeding target, through disciplined risk management and execution.• Drove $1.1M in closed-won expansion, with my team contributing ~36% of the CS-wide upsell revenue.• Built and scaled CS Operations reducing CS admin load and processing ~500 tickets annually.• Led org-wide POD realignment between Senior CSMs and Account Management, contributing to $1.1M in expansionand improved cross-functional execution.• Created a global CSM competency model for hiring, development, and career progression, improving team engagement scores by 19%.• Built and scaled the Digital CSM program, leading 2 AI-enabled CSMs supporting 1,200 Premium accounts ($21M ARR) and mitigating $6M in retention risk in year one.
EDUCATION
Southern Connecticut State University
Bachelor of Science (B.S.), Communication and Media Studies
SKILLS
ABOUT TODD NAPPI
Experienced CS people leader with a passion for helping people achieve their professional goals! Experienced in leading leaders, operations, and project and program management.
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