Michael Rosano

Customer operations and SaaS leader with more than 15 years of experience building and leading Customer Success, Professional Services, Implementations, Customer Support, Account Management, and Finance teams. I have managed the full post-sale customer lifecycle, including sales handoff, onboarding, training, adoption, renewals, expansion, executive escalations, and offboarding. As Director of Operations for vinSUITE, I led cross-functional teams supporting a vertical SaaS platform used by more than 1,800 wineries at its peak. I oversaw approximately 80 implementation and add-on projects per month, strengthened delivery processes, improved handoffs between Sales, Professional Services, and Support, and helped reduce customer attrition from approximately 15% to 4%. I also assumed leadership of billing and accounts receivable, where I identified and recovered more than $500,000 in missed recurring billings. My leadership style combines strategic planning with hands-on execution. I build scalable processes, establish meaningful KPIs, coach managers and individual contributors, improve customer experiences, and partner closely with Sales, Product, Engineering, and Finance. My background includes SaaS operations, CRM, payments and fintech, project management, customer retention, process improvement, executive escalations, and team development. I am seeking a remote Director, Head of, or VP-level role in Customer Success, Professional Services, Implementations, Client Services, Customer Support, or Customer Operations where I can help a growing company improve retention, strengthen delivery, and build high-performing teams.