David Larsen

Socket · Remote

• •Act as a CS systems and process leader at an early-stage B2B SaaS company, designing and operationalizing foundational post-sales workflows while managing a seven-figure ARR enterprise portfolio.
• •Rebuilt the end-to-end customer onboarding operating model from scratch, introducing standardized projects and optional customer-facing artifacts to improve consistency, accountability, and time-to-value across all customers.
• •Evaluated, selected, and independently implemented a Customer Success platform company-wide, modeling onboarding, renewal risk, and advocacy workflows and migrating historical data from CRM; platform now supports full company ARR.
• •Designed and operationalized a quarterly renewal risk governance process, replacing ad-hoc risk notes with structured risk fields and narratives, increasing executive visibility and contributing to proactive intervention on high-risk renewals.
• •Surfaced renewal risk on a six-figure enterprise account, contributing to executive escalation and successful retention.
• •Authored and led a data-backed proposal to reorganize the majority of company ARR into a post-sales pod model, aligning TSMs to top 20 strategic accounts and enabling scaled CSM coverage for commercial customers; approved by Head of Customer Success and Head of Customer Engineering.
• •Led rollout and change management for account reassignment, including direct alignment with CSMs and AEs and creation of standardized account transition templates.
• •Built internal productivity tooling integrating CS platform, team chat, and internal data sources to support leadership workflows, including a one-on-one preparation tool used by the Head of CS.
• •Contributed production code to customer-facing products, including enhancements to Socket Basics enabling automatic discovery of Dockerfiles in GitHub repositories, reducing configuration friction and improving adoption.
• •Participated in hiring and interview loops for Technical Success Managers and a Support Manager role, conducting 12+ interviews.
• •Won both Highest Output and Most Valuable Project awards at the Q4 Customer Engineering Hackathon.

Sentry · Remote

• •Directed global support and success operations for enterprise accounts; launched 24/7 on-call processes improving critical response times by ~50%.
• •Implemented AI-driven knowledge systems and operational workflows, reducing resolution times by ~20% and increasing enterprise customer self-service.
• •Established incident SLOs and executive-ready RCA summaries, strengthening trust and communication with strategic accounts.
• •Partnered with Customer Success leadership on renewal health, escalation strategy, and expansion planning across high-ARR customers.

Synapse · Remote

• •Built KPI and SLA frameworks that reduced backlog by ~45% and improved customer satisfaction.
• •Led technical escalations across APIs, authentication, and platform reliability.
• •Partnered with CS and Sales to reduce churn risk and support expansion motions in high-ARR accounts.