Steve Repass, MBA

Commander
DISC Type : D

Senior Manager - Customer Success at Device42, A Freshworks Company

Rochester, New York Metropolitan Area, United States

Overview

A services executive with over 25 years of experience in customer success, service delivery, and support for technology providers, including in the SaaS and cybersecurity sectors. He holds an MBA from the University of Connecticut and is described by colleagues as dedicated, strategic, and a customer-first advocate.

In a previous director role, he achieved and maintained a 100% customer retention rate for all U. S. and CALA customers, showcasing his commitment to service excellence.

Personality Overview

Very Quick

Strong-Willed

Decisive

They are not always relationship oriented.  They prefer to be the ones controlling the conversation or defining the terms. They like to move fast and expect the same from others.

Topics They Care About

Customer Success
His 25-year career is dedicated to building and leading teams that ensure customers succeed with technology solutions, from implementation through the entire lifecycle.
Cybersecurity Services
He has direct experience building a customer solutions group from the ground up for a SaaS cybersecurity startup, developing its implementation framework and services.
Service Delivery
Has established and led a Global PMO, standardized service delivery for software solutions, and managed hundreds of implementations worldwide for global companies.

Media Appearances

Steve has no verified media appearances

Work History

8-2025
Senior Manager - Customer Success at Device42, A Freshworks Company
10-2019 - 5-2025
Director, Customer Solutions at TRUEFORT
7-2017 - 10-2019
Director, Professional Services and Customer Success at FNT Software
4-2016 - 3-2017
Global Director, Professional Services PMO at Vertiv
10-2014 - 4-2016
Global Director, Professional Services Strategy at Emerson Network Power

Education

Bachelor of Arts from University of Connecticut
Master of Business Administration (M.B.A.) from University of Connecticut School of Business

More Information

Social Presence :

Prographics :

Exp : 33 Location : Rochester, New York Metropolitan Area, United States Job Level : Middle Designation : Senior Manager - Customer Success at Device42, A Freshworks Company
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Insights For Selling To Steve

During A Call Or A Meeting

DO's

  • Be respectful but crisp
  • Hold your ground without indulging in one-upmanship
  • Make sure that you circle back fast on any action items, it wins their trust

DONT's

  • Avoid being too verbose
  • Don't try too hard to forge relationships with them
  • Do not back off when challenged, respond with a confident, objective answer instead

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Steve is

  • Conviction around the impact matters the most to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Steve

  • If they decide not to use your product, they will say no clearly.

Insights For Deal Planning

    How fast (or slow) will Steve move?

  • They can reach decisions fairly quickly if they are convinced.
  • Can Steve take some risk or not?

  • They don’t mind risks but can be quite binary about them.

You And Steve

Personality Compatibility


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