Drew Cross
About Drew Cross
Drew Cross is the Area Manager for Customer Success - SMB at Expedia Group in Austin, Texas, with a background in customer success and account management roles at HomeAway.com and Expedia Group.
Title
Drew Cross holds the position of Area Manager, Customer Success - SMB at Expedia Group.
Current Role at Expedia Group
Since 2022, Drew Cross has been serving as the Area Manager for Customer Success - SMB at Expedia Group in Austin, Texas. His role focuses on enhancing customer satisfaction and success within the small to medium-sized business segment.
Previous Experience at Expedia Group
From 2019 to 2021, Drew Cross was the Manager of Customer Success - SMB at Expedia Group. Prior to that role, he held positions as Customer Success Team Lead, Account Manager Enterprise Sales, and Mid-Market Account Manager at HomeAway.com (2011-2019). His extensive experience in customer success and account management spans over a decade, all within the Austin, Texas area.
Education and Expertise
Drew Cross completed his Bachelor's degree in Management from St. Edwards University between 2008 and 2010. He also attended Temple College from 2005 to 2007. His educational background in management laid a strong foundation for his roles in customer success and account management.
Achievements and Initiatives
Drew Cross has demonstrated significant impact in his roles, including implementing an onboarding program that increased account manager productivity by 30% within the first month and designing regionalized portfolio strategies that increased revenue coverage by 40%. He also arranged e-commerce training webinars that enabled his team to exceed KPIs and health metrics targets by 107%, and developed regionalized portfolios for market expansion, improving conversion by over 20% and generating more than $2M in revenue.
Notable Projects
Drew created sales playbooks for the SMB segment using sprint methodology, leading to a 38% year-over-year increase in top product adoptions. He prioritized a revenue management tool, boosting customer engagement by 300% and revenue by 23%. Additionally, he led change management initiatives, including changes in commission payout structure and role expectations, and hosted quarterly kickoffs for the sales organization, collaborating with senior leaders on content.