Jason G Carrillo

I’m an experienced Customer Success Manager with 15+ years helping clients achieve their goals through strong relationships, strategic planning, and exceptional service. I thrive on solving complex challenges, aligning technology with business outcomes, and delivering measurable results across SaaS and digital marketing solutions. Known for being friendly, approachable, and (occasionally) funny, I believe building genuine connections is just as important as driving retention and growth.

Professional Experience

Bigtincan-Brainshark | October 2019 – June 2025

• Managed a portfolio of 30+ enterprise clients, ensuring successful onboarding, engagement, and retention through the full customer lifecycle.
• Collaborated with C-level executives and power users to drive adoption, define success metrics, and align product capabilities with strategic goals.
• Developed and executed account plans with Sales and Account Executives, identifying risk and growth opportunities, leading to revenue expansion and long-term loyalty.
• Acted as a trusted advisor to clients, increasing customer satisfaction and achieving consistently high Net Promoter Scores (NPS).

Customer Success Manager

Adobe Systems | San Jose, CA | September 2009 – June 2019

• Led client success initiatives for retail vertical accounts, focusing on customer enablement and long-term value realization within Adobe’s Digital Marketing Suite.
• Drove renewal success through performance analytics, business reviews, and strategic alignment with customer goals.
• Collaborated cross-functionally with product, support, and sales teams to deliver high-impact customer experiences and ensure product ROI.
• Designed and implemented a scalable business review process for a large network of SMB clients, collaborating with international teams and training an India-based team to deliver consistent, high-quality reviews.

Associate Account Manager

Omniture Inc. | San Diego, CA | November 2007 – September 2009 Acquired by Adobe

• Supported SMB clients across various verticals to achieve business outcomes through platform adoption and value generation.
• Handled contract renewals and account strategy to maintain a strong renewal pipeline and increase client satisfaction.
• Key Achievements:
• Exceeded 100% of signed migration targets
• Achieved 8 consecutive Sales Achievement Awards
• Recognized for strategic upsell initiatives and client success planning

Bachelor of Arts: Communications and Media Studies, 2002

California State University, Sacramento - Sacramento, CA,