David Zayas
Atlanta, GA 30308
Customer Success Manager
- |-
linkedin.com/in/davidzayas3
PROFESSIONAL SUMMARY
Customer Success Manager with 10+ years of expertise in account management, retention,
onboarding, and team leadership. Proven ability to improve customer satisfaction and operational
efficiency through data-driven insights, process optimization, and strategic client engagement.
Adept at cross-functional collaboration and delivering consistent results aligned with business
goals
SKILLS
Customer Retention, Onboarding & Renewals, Account Management, CRM platforms Hubspot,
Zendesk, Client Relationship Management, Customer Satisfaction, Upselling & Cross-Selling,
Cross-Functional Collaboration & leadership, Escalation Management, Data-Driven Insights,
and Success Planning
PROFESSIONAL EXPERIENCE
Hop City – Atlanta, GA
Executive Manager | Mar 2019 – Present
● Recruited, trained, and scheduled cross-functional teams, improving staff performance
and reducing turnover by 18%
● Managed inventory and purchasing operations to ensure consistent service delivery,
boosting customer satisfaction scores by 22%
● Led team and company-wide meetings to align strategic goals, enhance internal
communication, and increase employee engagement across departments.
● Established clear KPIs and implemented regular coaching sessions, leading to a
measurable improvement in team accountability and customer retention rates.
● Championed cross-department collaboration to proactively resolve customer issues,
reduce response times, and improve the overall customer experience.
Hobnob Midtown – Atlanta, GA
General Manager | Jul 2018 – Mar 2019
● Surpassed revenue targets by 25% through personalized customer success strategies and
proactive relationship management
● Managed end-to-end client onboarding, Banquet Event Orders (BEOs), and financial
tracking, contributing to a 30% increase in client retention
● Customized services based on client goals and preferences, driving a measurable boost in
customer satisfaction and repeat business
● Partnered with cross-functional teams—including sales, operations, and service—to
deliver tailored solutions that aligned with client objectives and exceeded expectations
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Saltyard – Atlanta, GA
General Manager, Events & Marketing | Nov 2017 – Jun 2018
● Directed daily operations and led team hiring, training, and scheduling, achieving
customer satisfaction scores 10–15% above industry benchmarks
● Developed and implemented onboarding workflows for private clients and event
programs, improving team alignment and delivery consistency across the customer
lifecycle
● Negotiated and managed client contracts, building trust and driving retention rates that
exceeded service industry standards by 20%
● Streamlined communication across internal departments and external vendors, reducing
client response times by 30% while maintaining high service quality standards
Mediterranea – Atlanta, GA
Assistant Manager | May 2017 – Oct 2017
● Oversaw daily operations, including inventory, purchasing, and scheduling
● Led hiring, training, and staff scheduling initiatives that improved team productivity and
reduced shift coverage issues
● Managed bar inventory and cash handling with 100% compliance in audits, ensuring
operational accuracy and financial accountability
● Implemented streamlined service workflows, improving service speed and contributing to
a satisfactory customer retention rate
Brezza Cucina – Atlanta, GA
Bartender | Aug 2016 – Oct 2017
● Delivered personalized, high-touch service that contributed to a customer satisfaction rate
above the hospitality industry median, reflecting strong customer engagement and
experience management.
● Cultivated repeat guests through relationship-building and proactive service—core
competencies for driving client loyalty and long-term retention in customer success roles.
● Collaborated cross-functionally with front and back-of-house teams to maintain smooth
operations, demonstrating alignment with cross-team coordination in customer lifecycle
management.
● Identified and responded to guest needs in real time, generating upsell opportunities and
reinforcing practices aligned with customer health and revenue expansion benchmarks.
Flip Burger Boutique – Atlanta, GA
Assistant Manager, Training Coordinator | Oct 2010 – May 2015
● Designed and executed a comprehensive onboarding and training program for new hires
across three locations, improving operational efficiency and customer satisfaction in a
celebrity chef-driven environment.
● Led recruitment and team development initiatives, achieving employee retention rates
above industry averages, ensuring consistent service quality and client satisfaction in a
high-demand setting
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● Coordinated cross-functional teams to meet performance and service goals, contributing
to high customer satisfaction and positive client feedback in a fast-paced, celebrity
chef-inspired restaurant environment
● Provided ongoing coaching and feedback to staff, enhancing service delivery and
ensuring client needs were consistently met, leading to improved customer loyalty and
retention in a celebrity chef-led operation
LANGUAGES
English, Spanish
EDUCATION
Technology Institute – Orlando, FL
Certified Audio Engineer, May 2004
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