David Rosales
Centreville
Summary
Dynamic Customer Success Manager with a proven track record at Kastle Systems, excelling in client relationship management and contract oversight. Adept at enhancing account health and driving customer advocacy, I leverage cross-functional collaboration and analytical skills to deliver exceptional service and reduce churn risk.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
Kastle Systems
Falls Church
01.2024 - Current
- Own post-sale customer lifecycle for a portfolio of enterprise clients, serving as the primary point of contact in a client-first service model.
- Manage contracts, renewals, and billing accuracy while resolving escalations and advocating for customer needs internally.
- Conduct onsite visits, security walk-throughs, and face-to-face meetings to assess system performance and recommend improvements.
- Partner with Sales, Operations, and Technical teams to ensure seamless service delivery and issue resolution.
- Monitor account health and customer feedback to reduce churn risk and identify growth opportunities.
Customer Service Team Lead
Kastle Systems
Falls Church
08.2022 - 12.2023
- Led customer service operations, driving first-contact resolution and troubleshooting complex security and access control issues.
- Improved onboarding, user training, and proactive service strategies to reduce downtime and increase client satisfaction.
- Supported invoicing inquiries, account updates, and escalations while mentoring team members.
Senior Customer Service Representative
C&A Scientific
Sterling
05.2019 - 07.2022
- Delivered high-quality customer support, order processing, and account management through proactive problem-solving.
- Improved onboarding and customer engagement by identifying trends and recommending process enhancements.
Education
Bachelor's Degree -
Virginia Commonwealth University
Richmond, VA05-2018
Skills
- Customer success management
- Client relationship management
- Contract and billing oversight
- On-site client engagement
- Account health analysis
- customer advocacy
- Security systems support
- Cross-functional collaboration
- Excel
- Adobe Creative Suite
Languages
- Spanish
- English, Native
- Spanish, Proficient
Timeline
Customer Success Manager
Kastle Systems
01.2024 - Current
Customer Service Team Lead
Kastle Systems
08.2022 - 12.2023
Senior Customer Service Representative
C&A Scientific
05.2019 - 07.2022
Bachelor's Degree -
Virginia Commonwealth University