Director of Customer Success
keith.russo@candid.org

Keith focuses on the relationship between Candid and the subscribers to Candid’s online products.  He refines processes on the Customer Success team to drive efficiency, advocate for subscriber needs, and provide users with high quality interactions.  Keith also participates in workflows that onboard new subscribers to Candid products and facilitate successful product adoption.

Keith has been managing teams in organizations of various sizes for over 15 years.  His knowledge and management style in Customer Success is inspired by experience gained in a dedicated relationship management role, as well as some time in Sales.  After spending several years as the manager of a content integration team at Music Choice, Keith entered the adtech space in 2010.  At Extreme Reach he handled client relationships in a wide variety of verticals until his promotion to Team Lead, when he reimagined the procedure for order processing.  He then served as Director of Client Services at Dubsat, where he originated customer-facing processes in a startup environment before transitioning to OTSM in 2016.  As Director of Client Services there, he once again implemented new and redesigned operations dedicated to bolstering the customer experience.