Devon Weston

Senior Director, Customer Success

CertifID

Feb 2025 - Current (1 year 3 months)

Oversees Customer Success Management team accountable for GRR and NRR of ~2k and growing base spanning strategic partners, enterprise, and SMB/MM. Building and scaling engagement model and Digital Touch delivery motions, as well as proactive playbook motions and team performance and management metrics from ground up.

Senior Director, Customer Success

Drata

Nov 2024 - Jan 2025 (3 months)

Director of Customer Success

Drata

Jul 2022 - Oct 2024 (2 years 4 months)

Lead Drata's Customer Success Management team overseeing a team of managers and individual contributor CSMs (team of ~20 total) scaling from 1k to 6k+ SaaS cybersecurity platform customers, spanning enterprise, mid market, and SMB segments. Responsible for QoQ GRR improvement and driving customer expansion and NRR alongside account management team. Designed, built, and launched scale CS team and program to service SMB customers using digital and low-touch model and playbooks. Relaunched entire high touch CSM team servicing mid-ARR customers spanning SMB to enterprise, built new playbooks and exceeded GRR and NRR targets. Designed and built first “path to value” customer journey model to drive value- and data-based CSM motions aligned to cus

D

Director, Clinician Success

DocMatter

Aug 2021 - Jun 2022 (11 months)

Headed DocMatter's clinician success team realizing and reducing the time-to-value for clinical community users on platform. Managed team leads and individual contributors in a 1:1 and 1:many model providing high-touch, high-scale onboarding, experience, support, and discussion moderation. Created data-based communication model and playbook. Successfully launched and onboarded growing clinical community customer base by 40% with over 200,000 active users across platform. Transformed customer success and operations across customer bases, pre- and post-acquisition.

Senior Director Customer Success

Digimarc

Apr 2021 - Aug 2021 (5 months)

Director, Client Management

Digimarc

Nov 2016 - Apr 2021 (4 years 6 months)

Senior Manager, Business Development

Digimarc

Jan 2014 - Oct 2016 (2 years 10 months)

Manager, Business Development

Digimarc

Jan 2013 - Dec 2013 (1 year)

Senior Relationship Manager

Digimarc

Jun 2012 - Dec 2012 (7 months)

Attributor (acquired by Digimarc)

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Senior Client Relations Manager

University of California Press, Journals + Digital Publishing

Mar 2011 - Jun 2012 (1 year 4 months)

Lead journal and digital publishing client relationship team and oversaw strategic accounts. Developed communication strategy and implemented reporting systems and metrics designed to ensure clients were retained in the face of aggressive commercial competition.

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Publisher

Arcadia Publishing

Sep 2007 - Aug 2010 (3 years)

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Junior Publisher

Arcadia Publishing

Mar 2007 - Sep 2007 (7 months)

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Acquisitions Editor

Arcadia Publishing

Oct 2006 - Mar 2007 (6 months)

Grew the staff and its regional title list, expanding successfully into three new territories. Using team performance data, drove overall publishing goals from 75% to 95% target via team realignments.

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