Nello Franco
About Nello Franco
Nello Franco serves as the Chief Customer Officer at Onfido, where he has been instrumental in driving customer success initiatives since 2021. With extensive experience in executive leadership across various companies, he has a proven track record of reducing churn and achieving significant growth.
Current Role at Onfido
Nello Franco serves as the Chief Customer Officer at Onfido, a position he has held since 2021. In this role, he focuses on enhancing customer experience and driving customer success initiatives. He is based in the San Francisco Bay Area and has been instrumental in leading organizational changes that support growth and customer satisfaction.
Professional Experience
Nello Franco has held various executive leadership roles across multiple companies. He worked at Entrust as Global VP, CES - Onfido starting in 2024. Prior to that, he served as Senior Vice President of Customer Success at Talend from 2013 to 2020. He also held positions at W5 Networks, Tacit Software, and Lyris, where he built and scaled global teams across post-sales functions in various international locations.
Education and Background
Nello Franco studied at UCLA and completed his earlier education at St. Ignatius College Prep. His educational background has provided a strong foundation for his extensive career in customer success and executive leadership.
Achievements in Customer Success
Throughout his career, Nello Franco has successfully reduced churn by over 30% year-over-year at two different companies. He has played a key role in leading significant organizational changes during both high growth and turnaround scenarios, achieving over 40% year-over-year growth. He also led the development of paid Customer Success offerings, which increased revenue and enhanced the perceived value of Customer Success.
Industry Involvement
Nello Franco was a member of the Customer Success Advisory Board at the Technology Services Industry Association (TSIA) from 2016 to 2020. His involvement in this advisory board reflects his commitment to advancing customer success practices within the technology services industry.