Danny Luu

Higher Logic

Higher Logic is an industry leader in cloud-based engagement platforms. Our data-driven approach gives organizations an expanded suite of engagement capabilities, including online communities and marketing automation.

Customer Success Manager

Catalyst Software

Catalyst is the leading customer growth engine for your go-to-market team that unlocks insights on how to easily grow and retain revenue from your #1 asset, your customers.

Key Accomplishments: 
❑ Q1 "Having Fun" Core Value Award.
❑ Managed Coaching Corner Community with over 900+ members to provide mentorship, resources, content, and drove over $200k in pipeline.

Community Marketing Manager

Sendoso

Core Contributions:
❑ Managed a private community of over 500 members, providing new campaign ideas, resources, and content to enhance product adoption and user experience.
❑ Collaborated closely with the customer success and account management teams to identify opportunities and build out new case studies for key accounts.
❑ Hosted quarterly group reference events, driving upsell opportunities and contributing to $25K in closed won revenue attribution.

Sendoso is the leading Sending Platform (SP) that delivers modern direct mail, personalized gifts, eGifts, and other physical impressions at scale.

Core Contributions:
❑ Built the CSA Playbook within my first month of joining.
❑ Partnered with 9 CSMs to manage their book of business, overseeing accounts with a total ARR of over $5M.
❑ Spearheaded the creation of a cross-functional review process with business operations, reducing the time to pull Executive Business Review metrics from 1 hour to 15 minutes.
❑ Promoted to Customer Community Manager in November 2022.

Customer Success Associate

TigerGraph

Core Contributions:
❑ Owned marketing tech stack: Sendoso, HubSpot, & Drift.
❑ Championed and owned Drift launch, creating $45K in pipeline in a few weeks.
❑ Managed a $35k quarterly direct mail budget, which produced $2.5M in pipeline (a 35% QoQ increase).
❑ Collaborate with field marketing and demand gen to drive attendees for webinars, & in-person events.

Marketing Programs Specialist 

Key Accomplishments:
❑ $1.5m pipeline generated.
❑ $250k of net-new ARR closed/won.
❑ Promoted to Marketing Programs Specialist after Q2.

Sales Development Representative

DataStax

DataStax is the open, multi-cloud stack for modern data apps. DataStax gives enterprises the freedom of choice, simplicity, and true cloud economics to deploy massive data, delivered via APIs, powering rich interactions on multi-cloud, open-source and Kubernetes.

Key Accomplishments:
❑ Sourced $500k in pipeline.
❑ Achieved over 125% of quota MoM.

Wells Fargo

Business Relationship Manager

Business Relationship Associate

Senior Personal Banker

Personal Banker

Teller

Community Manager @ Catalyst Software

I spent eight years climbing the corporate ladder at Wells Fargo before diving into tech in May 2019. 

Outside of my professional career, I enjoy:

Being outdoors, exploring new boba spots, investing in the stock market, and Hip-Hop/R&B music, especially 90s/2000s throwback.

Let's connect! 🤙🏽

Joined as the 1st CSM to help manage and serve Opensend's growing portfolio of customers.

Opensend is a data platform that helps website owners identify their anonymous visitors, even if they don't make purchases or fill out forms. This enables brands to retarget unknown web visitors through various channels to increase conversions (email, ads, postal).

Top 25 Customer Success Influencer 2023 | Fintech Business Strategist | Customer Success Leader | Women in Tech Advocate

I’m a Customer Success pro with over a decade of experience helping Tech companies drive adoption, reduce churn, and unlock revenue growth. My background spans both pre- and post-sales motions, where I’ve launched scalable GTM strategies, built customer success programs from the ground up, and partnered with enterprise clients to deliver measurable business outcomes.

I specialize in creating strategies that align product adoption with growth objectives, whether that’s through churn mitigation, segmentation analysis, or designing scalable playbooks that empower teams and customers alike.

I’m also committed to the Customer Success community, serving in leadership and advisory roles across CxXchange, CS Middle East, Latinos in Success, and RevGenius, while sharing insights through speaking, consulting, and thought leadership.

Outside of work, I’m an avid traveler, yoga practitioner, lifelong learner. These experiences have shaped a global perspective from living and working in the UK, France, and across LatAm.

CORE STRENGTHS:
• Customer Success Strategy & Leadership
• Revenue Growth & Retention Programs
• Enterprise Relationship Management
• Cross-Functional Collaboration & GTM Alignment
• Community Engagement & Thought Leadership

INDUSTRY EXPERTISE:
•	SaaS Solutions
•	Compliance/Trade Surveillance
•	AML & KYC Strategies
•	Fixed Income Trading & Derivative Instruments
•	Financial Market Research
•	Institutional Investors (US/Latam)
•	Maritime Solutions (AIS & Global Trade Flows)
•	Defense Sector (US/EMEA)

TECH STACK:
•	LinkedIn Sales Navigator
•	Salesforce
•	Hubspot
•	Jira
•	Figma
•	Confluence
•	Power BI
•	Tableau
•	Qualtrics
•	Wiki
•	Splunk
•	Calypso
•	Refinitiv Eikon/Workspace
•	Bloomberg Terminal
•	Canva
•	Camtasia
•	ZoomInfo
•	Vidyard
•	Slack
•	Zoom
•	Microsoft Teams

Cinthia Silva

One of the most underrated skills in Customer Success?

Cross-functional influence

Because no matter the size of your company, CS outcomes are rarely owned by CS alone.

They’re shaped by how well we collaborate with Product, Sales, Marketing, and beyond.

That’s why I’m excited to be moderating a panel at the upcoming Customer Success Collective NYC 2026, “CS Cross-Functional Diplomacy 101: Herding Cats Across Departments”

This conversation will touch upon real-life scenarios such as:

📢 How does CS champion customer feedback without becoming annoying, background noise?

🤝 How do you set up handoffs that actually reduce friction instead of creating it?

💰 How do you partner with Sales on expansion motions that feel additive vs. transactional?

🗣️ How do you work with Marketing to scale post-sale storytelling, education, and advocacy?

As Customer Success becomes more outcome-driven and commercially aligned, internal partnerships aren’t optional anymore.

It's a muscle that needs to be worked and a core competency the best players leverage.

So if you care about delivering impact (not just activity), this conversation is for you.

Will I see you there?

Just sayin…

#customersuccess #tech #saas #community

2 CSMs can do the same job, at the same company, and end up with very different careers.
 
This is what I’ve seen:

CSM 1

👉Loved getting in the weeds on every call (customer and internal)

🤝Knew internal stakeholders but tried to solve everything themselves

🤔Waited for permission before testing new ideas

✅Preferred to color within the lines while being quick to shut down new ideas

🤷‍♂️Blindly followed process, even when it didn’t make sense
 
CSM 2
 
❓Approached every customer interaction with curiosity and a focus on discovery.

👫Built cross-functional relationships

🤝Pulled in the right internal partners to solve problems and act on leads.

🔥Would not settle for status quo and actively worked to improve process

💡Growth mindset - actively engaged with peers to crowd-source knowledge and learning opportunities.

Which one do you think got promoted, and eventually found better opportunities beyond their company?
 
Think about it because across your career, talent isn’t the differentiator, behavior is.
 
But I’m curious
 
Which one do you see more often on your team? CSM 1 or 2?

Just sayin…

#customersuccess #mindset #tech #community

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It’s a brand new year.
 
And we’re all about to head back to the office to kick it off.
 
Many of us have competing priorities swirling around our heads.
 
But the one I’m focusing on right now?
 
Continuing to strengthen and grow my network - inside and outside of work. 

Because now more than ever, leaning into the human element of our lives is crucial.
 
It’s the fastest and most effective way to learn, share ideas, and help others.
 
And in my experience, when you add value to people’s lives, they will find a way to add value to your life.
 
But don’t get confused.
 
This isn’t about being transactional.
 
It’s about looking for ways to elevate others through knowledge-share and deeds with no expectations.
 
That’s my approach.
 
But what about you? How do you work your network?
 
Just sayin…
 
#mindset #community #network #customersuccess #intention

I was talking to a founder recently who wanted to understand CS enablement practices.
 
The truth is that enablement in CS is often an afterthought.
 
And typically consists of sales “leftovers” such as gong, zoominfo, etc (if you’re lucky).
 
But that doesn’t mean CS pros shouldn’t take charge of their learning and growth path.
 
On the contrary, smart players are constantly looking for ways to upskill themselves.
 
I’ve been touting this for ages:
 
🔥Grow your network and learn from peers (don’t limit yourself to CS)

📖 Read books about relationship management, negotiation, AI trends and more
 
🎙️Listen to podcasts and webinars to learn about current tactics and trends (within CS and across tech)
 
🌎 Proactively engage in communities (not just when you’re looking for a job)
 
These are not new concepts and may seem simple to you
 
But guess what - simple ain’t easy (or you’d already be taking these actions)
 
And if you’re worried about the permeation and potential threat of AI to your job?
 
Creativity and critical thinking still belong to humans.
 
So it’s time to distinguish yourself from box-ticker to high performer 
 
Your future self will thank you.
 
Just sayin…

#customersuccess #tech #saas #network

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Danny Luu

Cinthia Silva

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The Battle

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