Gustavo Medrano
About Gustavo Medrano
Gustavo Medrano is a Customer Success Manager at ExtraHop, where he manages a portfolio of $5.5 million in annual recurring revenue and focuses on client satisfaction and account growth. He has a diverse background in customer management roles and holds multiple degrees in Psychology and Network Operations and Security.
Work at ExtraHop
Gustavo Medrano currently serves as a Customer Success Manager at ExtraHop, a role he has held since 2021. Based in Rancho Cucamonga, CA, he manages a portfolio of $5.5 million in Annual Recurring Revenue (ARR) across 30 accounts. His responsibilities include conducting Executive Business Reviews to enhance client satisfaction and reduce churn. He collaborates with professional services, support, and product teams to improve Time-to-Value through effective deployment and training. Medrano also utilizes bi-annual Customer Satisfaction (CSAT) Surveys to gather feedback and identify areas for improvement.
Previous Experience at Yardi
Before joining ExtraHop, Gustavo Medrano worked as an Account Manager at Yardi from 2019 to 2021 in Santa Ana, California. In this role, he focused on client advocacy, reporting client issues and feature requests to upper management. His efforts aimed to identify trends among customer opinions, which contributed to the development of strategic initiatives within the company. Medrano's experience at Yardi equipped him with skills in client relationship management and account growth.
Career Background
Gustavo Medrano has a diverse career background that includes roles in various industries. He began his professional journey at Target, where he served as an Executive Team Leader in Assets Protection from 2008 to 2016 in Orange, CA. Following this, he transitioned to Quartzy, Inc as an Account Executive for seven months in 2019. His varied experiences have provided him with a strong foundation in customer service and account management.
Education and Expertise
Gustavo Medrano holds a Bachelor of Science degree in Psychology from California Coast University, which he completed from 2012 to 2013. He furthered his education at Fullerton College, achieving a Bachelor of Science from 2010 to 2012. Additionally, he studied Network Operations and Security at Western Governors University, earning another Bachelor of Science from 2019 to 2022. His educational background supports his expertise in customer success and technology.
Achievements in Customer Success
In his role at ExtraHop, Gustavo Medrano has achieved a net retention rate of 112% by identifying upsell and expansion opportunities for the sales team. He employs a Customer Success Plan to ensure product adoption and alignment with client business outcomes. Medrano also coaches and mentors new team members, contributing to the growth of the Customer Success team at ExtraHop. His proactive approach to client management and satisfaction has positively impacted the company's performance.