Greater Phoenix Area
🤙🏽 Greetings! My name is Matt Tauaese (Tau - a - essay) and I hail from beautiful Southern California. I currently reside in the charming Gilbert, AZ, and am deeply passionate about developing impactful strategies that elevate the customer journey and experience. 🚀 My journey began with ARI, where I sold websites to boat dealers across the Western States, leveraging the ARI brand to provide digital marketing services and boost sales. I went on to manage over 30 high-value Enterprise and Mid-Market clients and for GoDaddy, where I served as an advisor to customers that purchased hosting environments such as AWS and virtual private servers. I took a leap over to proptech (property technology) with the company Latch. I was assigned to manage key enterprise accounts. Unfortunately, my story at Latch was short-lived due to the layoffs that many technology companies performed in 2022. Now, I belong to the "flock" at Red Canary managing mid-market and commercial customers by helping them improve their security so they can focus on their organizations' mission. By delivering a customer experience with a "new" story, I have cultivated long-lasting positive relationships with clients. 🏅 Apart from my professional endeavors, I enjoy playing sand volleyball (the athlete in me is very competitive). I also take pleasure in DIY home projects, and recently remodeled my kitchen and guest bathroom. I enjoy trying new tacos, burgers, and ice cream joints. 💪🏽 My expertise includes customer satisfaction, leadership, churn fighting, account management, and generating revenue. Thank you for stopping by!
Key Impact 🔹 Customer Retention & Growth: Achieved 82% transacting GRR in 2024, exceeding team average. 🔹 Risk Mitigation & Incident Response: Proactively mitigated $475K in at-risk revenue in 2024. 🔹 Leadership & Influence: Appointed Mid-Market Team Lead CSM; drove engagement and improved internal processes. 🔹 Portfolio Management: Oversaw a $8M book of business, managing strategic enterprise and mid-market accounts. 🔹 Expansion & Advocacy: Generated $200K in expansion ARR through deep engagement and C-level influence. Strategic Impact & Achievements Built and maintained strategic relationships with CIOs, CTOs, and CISOs across enterprise and high-growth mid-market accounts, aligning platform value to security and business outcomes. Designed and delivered comprehensive Success Plans and Risk Mitigation Strategies tailored to complex customer environments. Spearheaded multiple EDR migrations, optimizing security posture and minimizing operational disruption for key customers. Advocated for customer-driven product enhancements, influencing roadmap priorities and increasing customer satisfaction. Recognized for excellence in executive engagement, customer advocacy, and cross-functional leadership. Led high-value accounts across fintech, healthcare, legal, and banking industries, translating strategic business needs into measurable security outcomes. Delivered frequent executive business reviews (EBRs) and served as a key advisor to technical and business stakeholders, including CISOs and CTOs. Partnered with Threat Hunting, Detection Engineering, and Product teams to enhance detections and refine automated workflows. Developed and implemented customer-specific playbooks and integrations with SOAR tools, driving measurable efficiency gains. Maintained a continuous feedback loop between customers and internal stakeholders to improve platform functionality and resolve technical escalations.
Managed 40 mid-market and commercial accounts totaling $11.7M ARR; aligned customer use cases with security outcomes and platform capabilities. Achieved 87% Gross Revenue Retention in 2023, surpassing team averages through proactive health monitoring and success planning. Conducted strategic onboarding, enablement, and training, increasing feature adoption and reducing time-to-value. Delivered customized EBRs and success plans to C-level leadership (CISO, CTO, CIO), aligning platform use to business objectives and security KPIs. Utilized data-driven strategies to identify churn risks, improve usage metrics, and uncover cross-sell/upsell opportunities. Collaborated with Sales on expansion planning and pipeline development. Provided technical education and performance optimization across Red Canary’s MDR platform, improving CSAT and usage scores.
Managed strategic enterprise accounts including top U.S. multifamily developers and property managers such as Starwood Capital, Morgan Properties, and Crescent Communities, delivering measurable platform value and business impact. Acted as a trusted advisor to senior stakeholders, aligning customer goals with platform capabilities and driving adoption through consistent value delivery. Led customer onboarding, enablement, and platform training for property management teams, ensuring full adoption of LatchOS and successful operational rollout. Conducted executive-level business reviews (EBRs) and established success plans tied to key customer objectives, product usage, and ROI metrics. Delivered product education and best practices tailored to customer use cases, increasing feature adoption and user satisfaction. Collaborated cross-functionally with Support, Product, and Engineering teams to troubleshoot technical issues, implement scalable solutions, and advocate for customer-requested enhancements. Maintained a customer feedback loop, channeling insights to product and engineering teams to influence roadmap prioritization and continuous improvement. Supported risk mitigation and issue de-escalation through proactive monitoring of customer needs, helping prevent churn and promote account health. Utilized CRM and ticketing tools (e.g., Salesforce, JIRA) to track case resolution, account engagement, and key lifecycle touchpoints.
Awards & Recognition 🏆 2021 GoDaddy Wayfinder Award for excellence in customer success, strategic innovation, and cross-functional leadership. Key Achievements Managed a $15M enterprise SaaS portfolio across F100 clients, driving 22% YoY revenue growth and exceeding performance KPIs. Maintained a 90 NPS, <2% churn, and 98% CSAT, ensuring high customer satisfaction and retention. Delivered strategic executive business reviews (EBRs) and built customer success plans aligned with client business objectives and measurable ROI. Spearheaded customer onboarding and enablement for complex AWS and VPS hosting solutions, driving early platform adoption and long-term value realization. Developed a machine learning model to proactively identify churn risk, adopted company-wide as a standard risk mitigation and health monitoring tool. Led technical troubleshooting and managed multi-site cloud migrations, ensuring operational stability and aligning solutions with evolving customer needs. Collaborated cross-functionally with Sales, Product, and Support to deliver scalable customer solutions and influence product roadmaps based on client feedback. Supported 10+ AWS enterprise customers with large cloud workloads, optimizing infrastructure performance and adoption of SaaS-based solutions. Utilized Salesforce and ClientSuccess CRMs to manage success plans, track account health scores, and monitor adoption and support case trends. Selected by leadership to join the Digital Agency Support Experience team, consistently exceeding NPS benchmarks and elevating customer advocacy.
Conducted 30+ cold calls daily to engage prospects, build pipelines, and generate new business opportunities. Utilized world-class sales strategies, including market segmentation, competitive analysis, and relationship mapping, to identify key decision-makers and influencers within organizations. Surveyed and mapped accounts to understand customer needs, pain points, and growth opportunities, creating tailored value propositions that resonated with target audiences and increased conversion rates. Exceeded sales goals by strengthening collaboration between support, sales, and customer success teams, booking $400,000 in ACV.
Managed client video and web production from development through post-production ensuring on time, on budget, according to the project scope & objectives. Communicated client objectives to production and development teams. Collaborated with developers, art directors, video producers, and creative team to develop direction and strategy for shoot production with emphasis on cost effective solutions. Developed and manage working project budgets. Wrote and present detailed proposals and statements of work. Monitored production schedules and acted as project manager for timely delivery. Managed and maintain day-to-day client relationships and expectations throughout pre-production, on location, post-production approvals and delivery of assets. Facilitated client and legal approval of assets. Developed with and lead new business pitches, proposals and RFP responses. Understood the Flipeleven service offerings and products well enough to pitch them. Traveled and pitched to varies Ad and PR agencies. Worked with our sales team to go after new business. Created estimates, proposals, and contracts.