Wade Rocco

Leading AI transformation programs for Financial Services customers — combining technical depth with thoughtful adoption strategies that translate AI-native capabilities to business impact.

• Achieved 100% renewal rate in first 3 fiscal quarters, resulting in 25% ARR growth across a $4M ARR book of business (5 customers).
• Served as an onboarding mentor to new team members in my second month in role.
• Developed AI agent capabilities to optimize critical facets of program management — use-case prioritization, solution design, ROI analysis, and more.

Led a team of CS professionals responsible for driving strategic partnership among the 600+ brands who use ID.me to deepen consumer relationships.

• Achieved 100% renewal rate in first fiscal quarter, and 2% ARR growth in first 5 months.
• Developed and launched a segmentation model and GTM strategy focused on value realization, optimizing customer integrations, and multi-threading relationships.
• Created AI agents to optimize Account Planning and Risk Analysis.

Led success programs for the largest Financial Services customers, driving meaningful growth and adoption of the Slack platform. Managed a team of CSMs, providing mentorship and career development guidance.

• Awarded Global CSM of the Year for 2023.
• Achieved 100% renewal rate and 8% ACV growth in 2023.
• Partnered with Sales to close a $3M ACV win in 2024 through aligned renewal and new logo pursuits.
• Created standard playbooks across key CS disciplines: Success Planning, Activity Management, Risk & Health Management, GTM (Slack AI).
• Led a monthly enablement program for new and tenured Success Managers to share learnings and demonstrate thought leadership.

Led success programs for VMware's 2 largest Financial Services customers, focusing on cloud strategy, application modernization, and SDLC optimization.

• Drove adoption and value realization for VMware's largest strategic customers, protecting $24M in annual recurring revenue.
• Conducted regular business reviews with C-suite stakeholders to maintain alignment on product adoption, value realization, and business strategy.
• Continuously built new relationships across customer LOBs to expand VMware's sphere of influence.

Promoted to Engagement Manager in May 2017. Led customer success programs to maximize satisfaction, retention, and growth among Financial Services customers. Aligned Akamai's solutions with customer business objectives.

• Successfully protected and grew $15M in annual recurring revenue.
• Provided technical leadership on strategic solutions to customer business challenges using the Akamai product suite.
• Managed integration teams (10 people) ensuring operational excellence during delivery.