$4M+ ARR
Recovered Lowe’s, The Home Depot, and Ernst & Young from red status using structured path-to-green account recovery.
Professional Summary
Senior Enterprise Customer Success Manager with deep experience across SOAR, XDR, MDR, UEBA, SIEM, and phishing defense environments. Known for diagnosing root-cause account risk, rebuilding executive trust, and executing structured recovery plans that produce visible results within defined timeframes. A Lowe’s VP described Mark’s work during a multi-million-dollar turnaround as the best Customer Success work Lowe’s had ever received.
Selected Outcomes
$8.5M ARR
Delivered 115%+ net revenue retention across a major Palo Alto Networks portfolio while increasing platform engagement by 40%.
$2M+ ARR
Generated additional revenue by leading executive business reviews that surfaced expansion opportunities with C-suite stakeholders.
Professional Experience
Principal Customer Success Advisor
ClearPath CX
- Authored six published Customer Success books, including The Path to Green, establishing a documented at-risk recovery methodology used by practitioners globally.
- Designs CS playbooks, health scoring models, and account management toolkits for B2B SaaS organizations focused on higher NRR and lower churn.
- Advises CS leadership teams on ownership models, stakeholder alignment, and repeatable execution systems to improve operational maturity.
Senior Customer Success Manager
DTEX Systems
- Managed a portfolio of enterprise insider risk and UEBA accounts, aligning customer security objectives to platform capabilities to strengthen adoption.
- Worked cross-functionally with Sales, Product, and Services to remove adoption friction and identify expansion opportunities.
- Role ended during onboarding due to a corporate restructuring of the Customer Success department.
Customer Success Manager
Palo Alto Networks
- Recovered three red-status Fortune 100 accounts representing $4M+ ARR using structured path-to-green execution.
- Generated $2M+ in additional ARR by leading executive business reviews with C-suite stakeholders.
- Achieved 115%+ NRR across an $8.5M ARR enterprise portfolio spanning Cortex XDR, XSOAR, XSIAM, and Xpanse.
- Increased platform engagement by 40% with multi-product adoption strategies across the Cortex suite.
- Optimized the PS-to-CS handoff, cutting time-to-value by 20% and improving CSAT from 7.1 to 8.8.
Customer Success Manager
Deepwatch
- Achieved 100% logo retention for a portfolio of enterprise MDR accounts using proactive health monitoring and executive engagement.
- Reduced customer MTTD and MTTR by 15% by aligning service delivery with measurable security outcomes.
- Built a health scoring framework that enabled earlier churn-risk detection and stabilized accounts by closing service expectation gaps.
Customer Success Manager
Swimlane
- Delivered 120% NRR by identifying and closing $1.5M+ in expansion revenue tied to customer security operations priorities.
- Rescued a high-value at-risk account four months before renewal using a cross-functional recovery plan that compressed a stalled implementation timeline.
- Decreased time-to-value by 25% with improved handoff playbooks and structured early-engagement cadences.
Managed Services Representative - Customer Success
Proofpoint
- Managed 50+ enterprise accounts at 95%+ logo retention while influencing $1M+ in expansion using ROI-based account planning.
- Prevented $500K+ in annual churn through early at-risk identification and executive relationship management.
- Reduced phishing click rates by 40% on average and used documented security outcomes to strengthen renewal conversations.
Senior Information Security Program Manager / CSM
Cofense (formerly PhishMe)
- Managed a high-value portfolio of U.S. Federal and large commercial accounts, including the Departments of State, Transportation, Education, and Homeland Security.
- Navigated complex multi-stakeholder environments to support adoption and compliance within highly regulated agencies.
- Owned the full customer lifecycle during a high-growth period and helped architect early Customer Success onboarding and account management practices.