Tony DiLello

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.

• 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, Customer Success, Client Onboarding, and Wodify Sites departments from the ground up over four years.
• Consistently exceeded annual revenue targets by an average of 25%, and outperformed new-business sales by 38%, driving $2.6M-$3.2M in year-over-year ARR growth from existing accounts, and lifting company revenue from $13.5M to $20.5M.
• Achieved a 40% ($10K) reduction in churn MRR by uncovering the root cause within the Product organization and leading cross-functional efforts to improve bug prioritization, refine at-risk customer identification, and enhance outreach, driving faster resolutions and a stronger customer experience.
• Tasked with overhauling the Customer Support team to resolve systemic inefficiencies, I identified fluctuating workload trends as an opportunity to lead the company's first-ever merger of Client Onboarding and Support, launching the Customer Success Management division within 90 days, resulting in record CSAT/SLA performance and a scalable staffing model to meet demand from both sales and service channels at no additional cost to the company.

• Established Wodify's Account Management function, transforming it from a reactive, service-focused concept into the company's primary revenue and retention engine, while leading organizational changes to support new vertical expansion.
• Architected company-wide monetization frameworks encompassing payment processing, subscription management, pricing strategy, customer segmentation, churn reconciliation, and win-back initiatives-creating reinvestable revenue streams that fueled accelerated company growth.
• Launched Wodify Sites, an in-house website division, completing a 350-site migration from a third-party provider in 90 days-slashing $20K in monthly partner commission costs while simultaneously expanding it to 500 subscriptions and $50K MRR within the first year.
• Transformed onboarding into a specialized function, establishing time-to-activation, time-to-value, feature adoption, and at-risk metrics to reduce <6-month churn, improve show rates and sales handoffs, increase feature usage, and enable self-service, international expansion, and new vertical support.

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.

• Led a specialized team responsible for the software adoption, retention and growth strategy of 450 Enterprise accounts within Account Management, generating $22MM in FareHarbor revenue annually, and achieving historic retention rates of 100% for two consecutive years.

• 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.

• 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.

• 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 2010, Signpost's CRM platform helps brick and mortar businesses attract, connect with, and grow their customer base.

• Conducted 75+ outbound sales calls per day to individual franchise locations & multi-location businesses (under 25 locations) offering Signpost's CRM product suite.