Tony DiLello
Vice President Of Customer Experience
Denver
Summary
Results-driven customer experience leader with strong focus on team collaboration and achieving results. Adept at developing and implementing strategies to enhance customer satisfaction and loyalty. Skilled in leadership, communication, and problem-solving, with proven ability to adapt to changing needs and deliver impactful solutions. Trusted for reliability, strategic thinking, and proactive approach to driving success.
Overview
11
11
years of professional experience
Work History
Vice President, Customer Experience
Wodify Technologies, Denver
05.2024 - Current
- Lead all customer-facing teams under a unified, purpose-driven CX vision, driving strategic revenue and retention initiatives across a 3,500-customer base after building and scaling the Account Management, Client Onboarding, Wodify Sites, and Customer Success departments from the ground up over four years.
- Founded in 2012, Wodify is the only all-in-one fitness management platform built for CrossFit, Jiu Jitsu, Functional Fitness, Small Group, and Boutique Fitness studios with $20.5 million in revenue and 95 employees spread between offices in Philadelphia and Denver.
- Select Achievements
- Consistently exceeded annual revenue targets by an average of 25%, generating $2.6M–$3.2M in year-over-year growth from existing accounts and driving total company revenue from $12M to $20.5M.
- Delivered a 40% ($10K MRR) churn reduction by pinpointing product-related issues and leading cross-functional improvements in bug prioritization, customer risk management, and outreach strategy.
- Launched Wodify Sites, an in-house website division, completing a 350-site migration in 90 days, eliminating $20K in monthly partner commissions, and scaling to 500 subscriptions and $50K MRR within the first year.
- Overhauled the Customer Support team to eliminate systemic inefficiencies, boosting CSAT/SLA performance to 97%+, reducing support-related churn from 23% to 2.5%, and transforming the department into a key driver of new business through referrals.
Director, Account Management
Wodify Technologies, Denver
04.2021 - 05.2024
- Established Wodify's Account Management function, transforming it from a reactive service model into the company's primary revenue and retention engine by designing monetization frameworks spanning payments, subscriptions, pricing, segmentation, churn recovery, and win-back initiatives that generated reinvestable revenue and accelerated growth.
- Founded in 2012, Wodify is the only all-in-one fitness management platform built for CrossFit, Jiu Jitsu, Functional Fitness, Small Group, and Boutique Fitness studios with $20.5 million in revenue and 95 employees spread between offices in Philadelphia and Denver.
Manager, Enterprise Account Management
FareHarbor Holdings, Denver
07.2019 - 04.2021
- Built a specialized Account Management team leading adoption, retention, and growth for 450 Enterprise accounts, delivering $22M in annual revenue and sustaining 100% retention over two years.
- Founded in 2013, FareHarbor is the leading Cloud-Based Booking Software for Tours, Activities & Attractions with $55 million in revenue and 515 employees world-wide. Acquired by Booking Holdings (Booking.com) in 2018.
Manager, Customer Support - FareHarbor Sites
FareHarbor Holdings, Denver
02.2019 - 07.2019
- Scaled and optimized a global 24/7 customer support operation across US, APAC, and EMEA, overseeing 10 agents and 2,000+ in-house client websites, enhancing cross-regional efficiency and significantly reducing client escalations.
- Founded in 2013, FareHarbor is the leading Cloud-Based Booking Software for Tours, Activities & Attractions with $55 million in revenue and 515 employees world-wide. Acquired by Booking Holdings (Booking.com) in 2018.
Account Manager → Senior Account Manager
FareHarbor Holdings, Denver
01.2017 - 02.2019
- Consulted key accounts on ecommerce strategies, conversion rate tracking, inventory management, and promotional / private offering configurations to drive online bookings for revenue growth while simultaneously managing inbound projects cross-departmentally to guarantee quality and timely execution.
- Founded in 2013, FareHarbor is the leading Cloud-Based Booking Software for Tours, Activities & Attractions with $55 million in revenue and 515 employees world-wide. Acquired by Booking Holdings (Booking.com) in 2018.
Client Onboarding Specialist
FareHarbor Holdings, Denver
02.2016 - 01.2017
- Onboarded customers onto the FareHarbor platform through building out their unique business within the software, training them and their teams, and making sure their business is optimized on the software given their needs and unique offerings.
- Founded in 2013, FareHarbor is the leading Cloud-Based Booking Software for Tours, Activities & Attractions with $55 million in revenue and 515 employees world-wide. Acquired by Booking Holdings (Booking.com) in 2018.
Account Executive
Signpost Inc., Denver
05.2015 - 10.2015
- Conducted 75+ outbound sales calls per day to individual franchise locations & multi-location businesses (under 25 locations) offering Signpost's CRM product suite.
- Founded in 2010, Signpost's CRM platform helps brick and mortar businesses attract, connect with, and grow their customer base.
Education
B.S. - Business Administration, Management and Marketing
Regis University
Denver05-2015
Timeline
Vice President, Customer Experience
Wodify Technologies, Denver
05.2024 - Current
Director, Account Management
Wodify Technologies, Denver
04.2021 - 05.2024
Manager, Enterprise Account Management
FareHarbor Holdings, Denver
07.2019 - 04.2021
Manager, Customer Support - FareHarbor Sites
FareHarbor Holdings, Denver
02.2019 - 07.2019
Account Manager → Senior Account Manager
FareHarbor Holdings, Denver
01.2017 - 02.2019
Client Onboarding Specialist
FareHarbor Holdings, Denver
02.2016 - 01.2017
Account Executive
Signpost Inc., Denver
05.2015 - 10.2015
B.S. - Business Administration, Management and Marketing
Regis University