Enterprise CS · Scaled Programs · API Products

Built from the
ground up.
Stays for results.

CSM · Navy veteran · technical builder

Navy veteran. Political science graduate — IR track, diplomacy concentration. Former engineering technician at Native Instruments. Now the CSM trusted to carry the full Dropbox portfolio — Core FSS, Sign API, DocSend. The path was unconventional. The results weren't. Multi-million dollar book. 100%+ NDR. Still learning.

Multi-M
ARR Managed
100%+
Net Dollar Retention
Core · Sign · Docs
Dropbox Portfolio
3+
Products Managed
⚓ Navy Veteran Core FSS · Sign · DocSend PlanHat Ally ✓ Postman Scaled CS Motion Austin, TX
Navy → Diplomacy → Native Instruments → Dropbox Sign API Digital Success Program Net Dollar Retention Enterprise FSS · IT Directors Postman · REST APIs · Webhooks PlanHat Health Scoring Navy Veteran Developer-Facing CS Scaled CS Motion Design EBR · QBR Strategy Navy → Diplomacy → Native Instruments → Dropbox Sign API Digital Success Program Net Dollar Retention Enterprise FSS · IT Directors Postman · REST APIs · Webhooks PlanHat Health Scoring Navy Veteran Developer-Facing CS Scaled CS Motion Design EBR · QBR Strategy

Every step was
earned, not handed.

Chapter One
U.S. Navy — Active Duty
United States Navy
  • Operated in high-stakes, high-ambiguity environments where unclear communication isn't just inconvenient — it has consequences
  • Developed mission ownership, operational discipline, and the kind of preparation habit that doesn't go away when you leave the service
  • The throughline from this chapter to every job since: show up ready, own the outcome, don't wait to be told something is wrong
Chapter Two
Political Science — IR & Diplomacy Track
University · Poli Sci · International Relations · Diplomacy Concentration
  • Studied the architecture of negotiation, statecraft, and persuasion — how parties with competing interests find workable agreements
  • Learned to read a room, identify the actual interest behind a stated position, and communicate with precision when the stakes are high
  • Didn't connect it to customer success at the time. The professors definitely still don't know.
Chapter Three
Support & Engineering Technician
Native Instruments · Music Hardware & Software
  • Joined one of the most respected names in music production hardware and software — Maschine, Traktor, Komplete — supporting the producers, engineers, and developers who depended on it daily
  • Worked across both support and engineering: diagnosing hardware failures, troubleshooting driver and integration issues, getting close enough to the product to understand what a broken tool actually costs someone
  • Where technical empathy became a skill, not just a value
Chapter Four
Premium Support → CSM → Full Portfolio
Dropbox · Austin, TX
  • Joined Dropbox in a premium support capacity — the role where the product, the customer, and the complexity of enterprise expectations all meet at once
  • Earned the move into Customer Success by demonstrating the gap between reactive support and proactive partnership; built the playbooks, renewal frameworks, and account discipline that drove consistent NDR growth
  • Eventually trusted to carry the full Dropbox portfolio — Core FSS, Sign API, and DocSend — across a multi-million dollar book, with the Sign API assignment representing the deepest technical challenge: supporting developers who embed signing workflows directly into their own products
  • Proactively designed a scaled digital success program from scratch — 6-month roadmap, PlanHat health scoring, journey automation sequences, 12-email campaign playbook — built to serve the developer and SMB segment at scale without 1:1 coverage

"The Navy gave me discipline. Political science — the IR and diplomacy track — gave me the frameworks. Native Instruments gave me the technical instincts. Dropbox is where all three finally had somewhere to go."

By the numbers
Multi-M
ARR Managed
100%+
NDR Sustained
3 products
Dropbox Portfolio
4 eras
Career Chapters
⚡ Sign API Scaled CS Motion
Identified the gap before it became a problem. Built the full digital success motion from scratch — PlanHat health scoring, 6-month project plan, 12-email campaign playbook, and stakeholder strategy — to serve the developer and SMB segment at scale, proactively and independently.

Where the depth
actually lives.

🏢
Enterprise Account Management

The deepest experience in the book. Managing complex, multi-stakeholder enterprise accounts across Core Dropbox FSS — IT Directors, admins, legal, procurement — through the full lifecycle: onboarding, expansion, risk mitigation, and renewal.

Core Dropbox FSS IT Directors Enterprise Renewals EBR · QBR Strategy
📐
Scaled CS & PlanHat

Designed a full digital success motion from scratch — health scoring, automated journey sequences, and a 12-email campaign playbook — built to serve developer and SMB segments at scale. PlanHat is the platform I know deeply.

PlanHat Ally ✓ Health Scoring Journey Automation Digital Success
API & Developer CS

Supporting developer-facing products is a different discipline. I know the Sign API integration lifecycle — sandbox to production — and can hold a technical conversation without losing the business thread.

Sign API REST APIs Postman Webhooks

Tools I use every day.

Not a brag — transparency about how I actually work.

🤖
ChatGPT / GPTs
AI Workflows
📬
Postman
API Testing
📊
Tableau
Data & Insights
🏥
PlanHat
CS Platform · Ally ✓
✍️
Dropbox Sign API
eSignature
☁️
Salesforce
CRM
🔗
Slack · Notion
Collaboration
📧
Journey Automation
Scaled CS

"Most CSMs wait for the customer to tell them something is wrong. I'd rather already know — and show up with the answer."

Carlos Ramos · CSM · Enterprise & API Specialist

Thinking out loud about CS that works.

Real takes from managing technical accounts. No fluff, no theory-only. Add your voice and publish.

🤖
AI in CS
What I learned managing a multi-million dollar CS book with AI tools
I didn't automate my job. I automated the parts of my job that were getting in the way of doing it well.
Coming soonRead →
Technical CS
I started in technical support. Here's what that gave me that CS training didn't.
The move from support to CS wasn't a promotion. It was a translation. And the things I learned in support are the reason I'm still here.
Coming soonRead →
Leadership
What the Navy taught me about customer success
Mission clarity. Communication under pressure. Owning outcomes you didn't control. Three principles that transfer completely.
Coming soonRead →
📐
Scaled CS
How I designed a scaled digital success motion for an API product from scratch
No playbook. No template. Just a deadline, a developer customer base, and everything I knew about what actually drives retention at scale.
Coming soonRead →
🔌
API Products
Supporting API customers is a completely different job. Here's how.
Your customer is a developer. They don't want a QBR. They want answers in the ticket and silence otherwise.
Coming soonRead →
🎯
Retention
How I use custom GPTs to prep for exec-level renewals
I walk into every renewal with a pre-built brief, a risk assessment, and a value summary. None of it takes more than 10 minutes.
Coming soonRead →

Beyond the
job title.

I'm a husband and father first. Everything else — the career, the writing, the late-night AI experiments — exists inside that context. My family is the reason I show up with full effort and the reason I go home at a reasonable hour.

Music is the other constant. I worked at Native Instruments before SaaS — in support and on the engineering technician side — which means the records aren't just a hobby, they're a through-line. Soul, R&B, jazz, Latin funk. I still dig through crates the same way I used to pull apart hardware: looking for the thing that doesn't quite fit the category.

I studied political science — international relations track with a diplomacy concentration — which sounds like a strange detour until you realize that enterprise CS is, at its core, applied negotiation. The frameworks from those classrooms — finding shared interest, holding a room with competing agendas, communicating with precision under pressure — are the ones I use every week. My professors would probably find that either gratifying or deeply ironic.

Food gets the same attention. Cooking, eating out, finding the hole-in-the-wall that no algorithm has discovered yet — Austin has been very generous to that particular obsession.

"The Navy, the poli sci degree, the synthesizers, the records — none of it was a plan. But it all ends up in the work."
— Carlos Ramos
🎛️
Record Collector
Soul, R&B, jazz, Latin funk. Worked at Native Instruments. The music was always the job.
🍽️
Food Lover
Cooking and eating out. Austin-based. Always hunting the next discovery.
👨‍👩‍👦
Father & Husband
Family first. Everything else is built around that foundation.
Navy Veteran
Service-built discipline and communication under pressure — carried forward.
🌐
Poli Sci · IR Track
Political science degree, international relations track with diplomacy concentration. Negotiation theory applies everywhere — especially renewals.
🤖
Tinkerer
Custom GPTs, automation experiments, Postman collections. Building for the joy of it.
📍
Austin, TX
Based in Austin. Open to remote and willing to relocate coast-to-coast.

Open to the right
next chapter.

CSM, Implementation Manager, and Solutions Consultant roles — especially at companies where the product has real technical depth.