Richard Manzo
Tucson
Summary
Driving Strategic Growth, Innovation, and Scalable SaaS Solutions Detail-oriented and data-driven product leader (and a fan of Mr. Pineapple Express) with over a decade of experience in Customer Service, SaaS, B2B, and field services. Proven track record of aligning product capabilities with customer needs, driving roadmap execution, and delivering measurable business outcomes. Adept at cross-functional collaboration, Agile methodologies, and translating customer insights into product enhancements.
Overview
17
17
years of professional experience
Work History
Customer Success Manager
FieldEdge by Xplor
05.2024 - Current
- Promoted to lead a strategic portfolio of 100-300 commercial clients, managing over $2.5M in ARR.
- Partnered with Product and Engineering to translate client feedback into roadmap priorities, resulting in enhanced platform features and increased retention.
- Delivered proactive success planning and QBRs, uncovering upsell opportunities and driving CX-led growth.
- Maintained a customer health score of 80% and course correcting when necessary.
Data Retrieval Specialist
FieldEdge by Xplor
01.2023 - 05.2024
- Spearheaded data conversion initiatives for new clients, ensuring seamless onboarding across FieldEdge and QuickBooks.
- Reduced onboarding delays by 20% through workflow optimization and QA enhancements.
- Provided product feedback to Engineering based on onboarding friction points, influencing feature improvements.
Customer Success Specialist
FieldEdge by Xplor
01.2022 - 01.2023
- Managed 125+ SMB accounts across HVAC, Electrical, and Plumbing industries.
- Designed a scalable engagement model adopted company-wide, supporting 2,000+ customers.
- Led onboarding programs with QuickBooks integration, achieving high satisfaction and strong product adoption.
- Collaborated with Product to improve onboarding workflows, contributing to improved retention metrics.
Retail Center & Facility Manager
Games Workshop
03.2018 - 01.2022
- Managed operations for a multi-million dollar retail location, exceeding revenue targets by 25% annually.
- Led community engagement initiatives and collaborated with HR and Marketing on employee programs.
- Oversaw and beta tested several programs for the Marketing & Training teams that were implemented across the NA business.
Account Administrator
The Resource Centers
10.2016 - 03.2018
- Oversaw pension plans for public sector clients, ensuring compliance and managing investment documentation.
Store Manager & Operations Lead
Cool Comics & Games
10.2013 - 10.2016
- Increased monthly revenue by 22% through inventory optimization and loyalty programs.
- Digitized account systems to improve billing accuracy and customer tracking.
Human Resources Supervisor
Polo Ralph Lauren
03.2009 - 10.2013
- Led staffing and training for a high-volume retail location, reducing turnover by 18%.
Education
Bachelor’s Degree - Business Administration
Edison Community College
Skills
- Product Management & Strategy
- SaaS & B2B Solutions
- Agile/Scrum Methodologies
- Customer Experience & Journey Design
- Data-Driven Decision Making
- Cross-Functional Collaboration
- Roadmap Planning & Execution
- CRM Tools: Salesforce, Gainsight
- QuickBooks Integration
- Stakeholder Communication
- Revenue Retention & Expansion
Websites
Timeline
Customer Success Manager
FieldEdge by Xplor
05.2024 - Current
Data Retrieval Specialist
FieldEdge by Xplor
01.2023 - 05.2024
Customer Success Specialist
FieldEdge by Xplor
01.2022 - 01.2023
Retail Center & Facility Manager
Games Workshop
03.2018 - 01.2022
Account Administrator
The Resource Centers
10.2016 - 03.2018
Store Manager & Operations Lead
Cool Comics & Games
10.2013 - 10.2016
Human Resources Supervisor
Polo Ralph Lauren
03.2009 - 10.2013
Bachelor’s Degree - Business Administration
Edison Community College