Emilia D'Anzica

Helping Companies Grow | Founder, GrowthMolecules.com | Forbes Council Member | Host, CS Makeover Show | Board Member | Speaker & Author

San Francisco, CA

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About

Management consultant, board advisor, author, and educator, partnering with companies to create scalable growth & metrics-driven customer programs from onboarding to adoption, renewals, and advocacy. Our team also works with individuals who are seeking to take the next step in their careers. You can find out more at www.growthmolecules.com. *Member of the Forbes Council. *Host of the CS Makeover Show, SimplifyingCS.com. Areas of Expertise: • Company Growth: Building high-impact and measurable full-cycle customer programs across voice-of-customer, renewals, growth, operations, customer education, offshore BPO, support team management, CSAT, and NPS initiatives. • Career Growth: I help individuals and teams reach new goals through emotional intelligence and getting comfortable with the uncomfortable. Catalyst Coaching Corner, Mentor. • Board Advisor: Cast.app, HeadsUp, Catalyst, Crowdvocate, Customer Success Leadership Network Governing Council, USF MBA customer success advisory Council. • Speaker + Writer: SaaStr 2020, We are Omie 19, AASCIF19, Unleash19, RD Summit LATAM 2018 & 19, SaastrEuropa 2018, CS Summit 2018, Success Summit Canada 2018, Hiring Success 2018, SaaStr 2017, CS100 2016, Pulse2016 & 2015 & more. Accolades: • 2021 Intricately Top 75 Cloud Revenue Influencer | Smart Karrot Top 50 Customer Success Influencers | Global Trade Center Top 100 Successful Women in Business • 2020 SuccessHacker Top 25 Customer Success Influencer | Survey Sensum Top 100 Global CX Thought Leader • 2018 Gainsight Top Seven Influential Women in Customer Success • 2018, 2017, 2016 Mindtouch Top CS influencers & strategists • 2017 MBA, Honors Distinction, Global Strategy & Competition | PMP® & ScrumMaster® Certified • 2016 Stevies Award for Customer Service | 2012 Jobvite Customers Award Other places to find me online: • Instagram: https://www.instagram.com/growthmolecules/ • Twitter: https://twitter.com/growthmolecules.com | https://twitter.com/emiliadanzica • YouTube: https://bit.ly/2XRLdfh

Ask me about
Salesforce CRM
Gainsight
WalkMe
HubSpot Sales Hub
Copper
Gong
Chorus.ai
Customer Success Software
Customer Success Software
Growth Molecules, Customer Success
Work experience
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Jun 2021 - Present

Forbes Coaches Council

Member

Official member of the Forbes Coaches Council, an invitation-only community for successful business and career coaches. Members are selected based on their depth and diversity of experience. You can find my profile at https://bit.ly/36a9QYE

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Jul 2020 - Present

Customer Success Leadership Network

Governing Council

A global network of Customer Success professionals that are committed to cultivating knowledge exchange, and establishing a CS community. Learn from thought leaders and key decision-makers in the field, and become one yourself, by staying current with every advancement in the Customer Success industry. You can become a member here: https://customersuccessnetwork.com/

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Jan 2020 - Present

HeadsUp

Advisory Board Member

Jan 2018 - Present

GrowthMolecules

Founder, Customer Success Consulting

We help companies build scalable customer success and customer marketing programs. We help individuals grow their careers. Clients include Seeq, Modern Health, Brightmetrics, Talroo, Square, Gainsight, Mavenlink, Givelify, Chorus, and private executive clients reaching out for 1x1 coaching. • Host of the CS Makeover LinkedIn Live Show: SimplifyingCS.com • Communities: Customer Success Leadership Governing Council, Advisor to the San Francisco University MBA Program, and Catalyst Coaching Corner Mentor. • Previous Partner, Winning by Design. Served as head of success at several companies including Chorus.ai, Copper CRM, and Talix. Created multiple Customer Success playbooks for multiple organizations globally. Taught customer success courses and spoke at global events on the topic of customer growth. • Customer Growth Advisors, Founder. Acquired by Winning by Design. Specialized in management consulting with deep expertise in building repeatable programs and processes. Customers included Cisco, Indio Technology, Google, Percolate.

Jul 2017 - Present

Sonoma Creek Ventures

Co-Founder

Offering Luxury Vacation Rentals and Experiences in Sonoma County, California. Current open property: https://bit.ly/2GyB8hT

Oct 2019 - Jun 2020

Copper

Chief Customer Officer

Initially joined as a consultant and then full-time to help scale the company and in particular, Customer Success, Support, Training, Onboarding and Account Management. CRM for GSuite.

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Jun 2018 - Jan 2019

Catalyst Software

Advisory Board Member

Jan 2018 - Jan 2019

Crowdvocate - Customer Marketing Made Easy

Advisory Board Member

Dec 2014 - Dec 2017

WalkMe™

Vice President, Customer Engagement

Mar 2016 - Dec 2018: VP, Customer Engagement Reported to the President and Co-founder, responsible for creating & managing 35+ global customer marketing & lead-generation offline marketing events. Established strategic customer expansion programs, NPS, customer communities, and digital transformation roadshows. Speaker on digital adoption, customer engagement, service, success, and building SaaS Culture. Dec 2014 - Feb 2016: Snr. Director, Customer Success Hired as the 23rd employee & reporting to three Co-Founders, I was responsible for scaling the customer success team to 35 people and implementing predictable and repeatable processes to optimize customer-facing activities, (onboarding, training, QBRs, partner programs, operations, expansion), Sales alignment, back-office operations, & reducing customer churn.

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Dec 2013 - Dec 2014

BrightEdge

Director, Client Service Operations

Built & scaled strategic customer onboarding & training programs internally & externally across 1000+ customers and a team of 80+ employees.

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Apr 2008 - Nov 2013

Jobvite

Director, Customer Success

First Customer Success Manager & 9th employee hired. Built and led the customer success and professional services team from a dozen customers to nearly 1500.

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Apr 2006 - Mar 2008

RedEnvelope

Business Analyst | Project Manager

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Mar 2004 - Mar 2006

Sycle

Customer Success and Operations

Feb 2001 - Feb 2004

GN Store Nord

Business Analyst

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Sep 1999 - Jan 2001

GURU

Marketing Manager

Education

1994 - 1998

The University of British Columbia

Bachelor of Arts, Canadian Studies Major, History Minor

2016 - 2017

Saint Mary's College of California

Masters of Business Administration (MBA), Global Competition & Strategy

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