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Nathan Siswanto

Nathan Siswanto

Customer Success Manager

Los Angeles, California
Employed Available
Knowledgeable Customer Success Manager with strong product intuition, technical drive, and a keen interest in helping clients solve technical problems. Skilled at providing exceptional client service and driving team success.

Background in Enterprise Service, SasS, E-commerce, On-Demand Delivery, Telehealth, Mobile Apps.
  • Onboarded and managed over 10 new SMB and Enterprise West Coast accounts ($1MM+ ARR), including - Nike, Gallo Wines, and Tinder, by training and implementing Snaps, a conversational AI platform for Facebook Messenger bespoke to each client’s unique needs.
  • Led the implementation of a new product - Web Bots for Tinder to provide a new stream of revenue by designing the UX, develop a pricing structure, testing the product, and developing the UI with Engineering. Resulted in the highest engagement rate (85%+) and active users (100k+) across Snaps accounts.
  • Worked closely with Nike client to ideate, beta test, and create the Nike Jordan Messenger bot, featured in Adweek, to deliver content and interact with its 9 million fanbase. The launch successfully acquired 12k+ new subscriptions as well as generated open rates of 87 percent.
  • Optimized the data collection process and created a template to scale this collection, resulting in a more streamlined the project lifecycle and faster delivery for Snaps.
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  • Launched a promotion notification system, managing product development, creating documentation, and training Marketing and Operation on best practices, resulting in a 20% increase in daily revenue.
  • Communicated business requirements to Design and Engineering to launch 300 Product and 10 Brand SEO pages by creating technical documentation, pulling SQL query to assess and standardize data format, developing url naming convention with Engineering.
  • Managed the market expansion to San Jose driving a 10% increase in daily orders by working with Operation, Design, and Director of CS on the product development for order verification in alignment with city regulation.
  • Synthesized feedback from customers awaiting delivery as well as from drivers making deliveries about pain points inefficiencies. Communicated issues to the Product team and spearheaded the redesign of the Eaze Driver app.
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  • Served as the primary point of contact for 8+ distributors across San Francisco Bay and Greater Los Angeles area by addressing all technical issues affecting the logistic platform.
  • Relayed customer feedback to improve inventory tracking tool which reduced inventory loss by 5%.
  • Prepared 100+ internal and external facing teams for new product launches by creating onboarding documentation outlining the purpose and changes in the product in addition to providing training.
  • Addressed 50+ Eaze MD issues (app, prescriptions, payments) in collaboration with the Director of Eaze MD, Engineering, and Customer Support team.
  • Provided assistance in launching 3 new distributors with Operation, Engineering, and Finance with 100% launch success rate through the implementation of new business protocols.
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  • Collected direct user feedback and communicated suggestions to Product and Engineering, resulting in 10 iterations of the native Swim app.
  • Understood the needs and pain points of various companies showing interest in Swim, developing the relationships with them for future partnerships.
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Certification, Product Management

General Assembly

2016 to 2017

B.S., Business Management and Minor in Finance

California State University, Northridge

2012 to 2014
  • Climbing
  • Running
  • Road Biking
  • Cooking
  • Building Bikes
  • Wood Working
  • Scotch & Whiskey Tasting