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# James Marchesano

**Headline:** Customer Success Manager
**Profession:** Customer Success Manager
**Location:** Plainview, New York, United States

## About

James Marchesano is a Customer Success Manager at Rinsed, bringing experience across post-sales customer success, technical implementation, rollout management, and operational engineering. James is strongest at building scalable, repeatable customer-success processes and helping customers adopt change. He combines customer-facing work with implementation expertise, enabling teams to turn initial resistance into product buy-in and measurable adoption gains. At IgniteWash, a car wash software company that was acquired, James was the first Customer Success hire and built the customer success and implementation playbook from scratch. He also drove customer adoption that increased conversion from 3% to 12%. Following an acquisition, James helped scale the customer-success function by hiring implementation managers and training the customer-success team. His background also includes work as an HVAC Controls Technician at TEC Systems, Facilities Maintenance Engineer and Volunteer High Pressure Boiler Operator at Watchtower, and Editor/Producer at Honest Motion. Across these roles, James has been motivated by building effective systems from the ground up and translating technical work into successful customer outcomes.

## Highlights

- Currently serves as a Customer Success Manager at Rinsed.
- Was the first Customer Success hire at IgniteWash, a car wash software company that was acquired.
- Built IgniteWash’s customer success and implementation playbook from scratch.
- Designed scalable, repeatable processes for customer success.
- Drove customer adoption through change management, increasing conversion from 3% to 12%.
- Helped scale a customer-success team following an acquisition by hiring implementation managers and training the customer-success team.
- Brings experience in post-sales customer success, technical implementation, and rollout management.
- Served as an HVAC Controls Technician at TEC Systems.
- Worked as a Facilities Maintenance Engineer at Watchtower.
- Volunteered as a High Pressure Boiler Operator at Watchtower.
- Worked as an Editor/Producer at Honest Motion.

## Experience

- **Customer Success Manager at Rinsed** (2024-05-01–present)
- **Customer Success Manager at Ignite Wash** (2024-01-01–2024-05-01)
- **Volunteer High Pressure Boiler Operator at Watchtower** (2019-12-01–2024-01-01)
- **Editor/Producer at Honest Motion** (2017-10-01–2020-04-01)
- **Facilities Maintenance Engineer at Watchtower** (2014-10-01–2017-10-01)
- **HVAC Controls Technician at TEC Systems** (2013-09-01–2014-10-01)

## FAQ

### What does James do?

James is a Customer Success Manager at Rinsed. He works across post-sales customer success, technical implementation, and rollout management.

### What are James’s core strengths?

James is particularly strong at designing scalable, repeatable customer-success processes, leading change management, and building customer adoption. He also enjoys both post-sales customer work and technical implementation and rollout management.

### What is James’s current role at Rinsed?

James currently works as a Customer Success Manager at Rinsed.

### What did James accomplish at IgniteWash?

At IgniteWash, James was the first Customer Success hire. He built the customer success and implementation playbook from scratch and worked in the car wash software industry. IgniteWash was an acquired company.

### How did James improve customer adoption?

James drove customer adoption through change management, increasing conversion from 3% to 12%.

### How has James scaled a customer-success organization after an acquisition?

Following an acquisition, James helped scale the customer-success team by hiring implementation managers and training the customer-success team.

### What was James’s role at TEC Systems?

James served as an HVAC Controls Technician at TEC Systems.

### What roles did James hold at Watchtower?

James worked as a Facilities Maintenance Engineer at Watchtower and also volunteered as a High Pressure Boiler Operator there.

### What was James’s role at Honest Motion?

James worked as an Editor/Producer at Honest Motion.

### What experience does James have building programs from scratch?

James has built customer-success and implementation processes from zero, including the playbook he created as IgniteWash’s first Customer Success hire.

## Links

- LinkedIn: https://www.linkedin.com/in/james-marchesano-88b155182

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