Nicholas Serafino

About

Customer Success leader focused on revenue growth, retention, and operational excellence across retail marketplace and SaaS environments. Managed large P&Ls (up to $150M), drove multi-channel growth programs, improved inventory and in-stock performance, and delivered consistent Net Revenue Retention (115%–120%) through executive-level renewals, expansions, and end-to-end implementations of customer-facing solutions such as Ratings & Reviews and UGC.

Experience

• Sr. Customer Success Manager · Amazon12-01-2023

  • Manage a $150M P&L and drove 20% YoY revenue growth by leading end-to-end growth programs for retail brands on Amazon, executing multi-channel strategies that expanded product selection by 10%, launched new products generating $5M annually, and improved net pure profit margin by 250 basis points. • Drive operational excellence and supply chain efficiency, reducing out-of-stock rates from 7% to 3% through precision inventory forecasting, bulk-buy negotiations, and cross-functional alignment with internal operations and vendor partners. • Lead cross-functional efforts with operations, marketing, and supply chain to streamline workflows, elevate promotional execution, and scale category-wide initiatives, boosting deal event product participation by 25%, brand participation by 15%, and increasing deal revenue by 45% YoY for the product category.

• Customer Success Manager · Pixlee TurnTo01-01-2022 – 12-31-2023

  • Managed a portfolio of 60+ customers and $1.7M ARR, serving as the primary point of contact for technical troubleshooting, strategic guidance, and long-term relationship development. • Spearheaded end-to-end implementations from inception to launch, directing the project management and technical rollout of Ratings & Reviews and User-Generated Content solutions to ensure rapid time-to-value. • Delivered 120% Net Revenue Retention annually by negotiating contract renewals and identifying expansion opportunities through additional solution adoption across the customer base.

• Customer Success Manager · Kibo Commerce10-01-2020 – 01-31-2022

  • Strategically optimized a portfolio of 12 enterprise accounts and $2M ARR, by designing experimentation frameworks, including A/B/n and dynamic testing, to maximize platform adoption and ROI. • Led strategic customer alignment through data-driven roadmap planning, demonstrating measurable business value that increased conversion rates by 25% and contributed to 20% YoY revenue growth. • Achieved 115% Net Revenue Retention through high-stakes renewal and expansion negotiations with executive leadership, consistently identifying and closing upsell opportunities.

Education

• American UniversityMaster of Science, Analytics, Kogod School of Business
• Penn State UniversityBachelor of Science, Biobehavioral Health, College of Health and Human Development

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