Customer Success Manager · B2B SaaS
I'm David “Drew” Groves—a Customer Success professional with 4+ years of experience guiding customers from implementation through adoption, retention, and growth.
Selected work
Four examples of how I’ve translated customer understanding and practical execution into measurable results.
Colleague perspectives
Recommendations from people who worked alongside me and experienced my approach to customers, collaboration, and problem-solving firsthand.
“What sets Drew apart starts with the way he listens. He doesn't listen to speak, he listens to understand.”
“I have watched his calls with his customers and have been amazed at how accurately he captures and understands their pain points and delivers a best in class solution in response.”
How I work
Executive engagement, success planning, customer health, risk management, value realization, and renewal and expansion partnership.
Discovery, requirements, solution scoping, configuration, integrations, content migration, training, launch readiness, and handoff.
Signal-based prioritization, strategic 1:1 engagement, recurring enablement, and clear asynchronous communication across a high-volume book.
Selected toolkit
Career story
My work sits at the intersection of customer advocacy, operational clarity, and business outcomes.
At PandaDoc, I progressed from Onboarding Specialist to Enterprise Customer Success Manager—first helping 300+ customers reach launch, then managing a $6M+ ARR portfolio across 120+ accounts.
Before SaaS, I spent six years in restaurant operations at Panera Bread, leading teams, developing people, and resolving customer problems in real time. That foundation still shapes how I work: listen carefully, create structure, and follow through.
Resume