Customer Success Manager · B2B SaaS

I turn complex customer needs into lasting value.

I'm David “Drew” Groves—a Customer Success professional with 4+ years of experience guiding customers from implementation through adoption, retention, and growth.

See my impact ↓Get in touch ↗

Based in Killeen, Texas · Remote

4+ yearsB2B SaaS customer success

$6M+ARR portfolio managed

120+enterprise accounts

300+customers onboarded

45 daysreduced time-to-value

Selected impact

Outcomes, not activity.

How I’ve translated customer understanding, cross-functional coordination, and practical execution into measurable results.

01Retention + expansion

Rebuilt confidence in a high-risk legal account

Challenge: A complex enterprise legal customer needed stronger alignment between its business requirements and the platform.
Approach: Led General Counsel discovery and structured coordination across Product and Technical Account Management.
Result: Retained the footprint, added 60 licenses, and increased ARR from $240K to $280K.

02Workflow transformation

Turned a multi-company approval bottleneck into a four-hour flow

Challenge: Approvals across three acquired companies were taking 80–100 hours and limiting contract throughput.
Approach: Redesigned the approval workflow around the combined organization’s operating needs.
Result: Cut turnaround to approximately four hours and increased monthly contract volume from about 15 to 35.

03Adoption + growth

Re-engaged an under-adopted customer

Challenge: A customer had only four weekly active users and was not realizing the value of its investment.
Approach: Re-established engagement and guided the customer toward practical, higher-value platform use.
Result: Grew weekly active users from 4 to 60, added 21 licenses, and increased ARR from $120K to $150K.

04Implementation recovery

Recovered a complex content migration

Challenge: A legacy Smart Content migration involving 15 templates of roughly 100 pages each had stalled adoption.
Approach: Coordinated Product and TAM resources to move the templates to the native platform.
Result: Restored adoption and helped grow the account by 50%.

How I work

Customer success across the full journey.

Enterprise Customer Success

Executive engagement, success planning, customer health, risk management, value realization, and renewal and expansion partnership.

Implementation & Onboarding

Discovery, requirements, solution scoping, configuration, integrations, content migration, training, launch readiness, and handoff.

Scaled Portfolio Management

Signal-based prioritization, strategic 1:1 engagement, recurring enablement, and clear asynchronous communication across a high-volume book.

Selected toolkit

SalesforceCatalystCPQCRM integrationsAPI collaborationWorkflow consultingExecutive business reviewsTrain-the-trainer

Career story

Built on service. Sharpened in SaaS.

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.

2022–2026Enterprise Customer Success ManagerPandaDoc · Remote

2021–2022Onboarding SpecialistPandaDoc · Remote

2021Business Development InternRamblin Jackson · Remote

2015–2021Assistant Store ManagerPanera Bread · Columbus, Ohio

Resume

Choose the version most relevant to your team.

Enterprise Customer SuccessDownload ↘Mid-Market Customer SuccessDownload ↘Implementation & OnboardingDownload ↘