Open to new opportunities
Ralph Esposito
Enterprise Support & Customer Success Leader - AI-Driven Operations - Building teams that turn customer relationships into measurable business outcomes.
Enterprise Support & Customer Success Leader - AI-Driven Operations - Building teams that turn customer relationships into measurable business outcomes.
About
I lead enterprise support and customer success operations with a focus on measurable outcomes - turning customer relationships into retention, expansion, and advocacy. Currently Manager of Personalized Support at Twilio, where I oversee global teams serving enterprise accounts.
With 25+ years in IT and a decade in technical customer success, I bring both the strategic perspective and hands-on depth to build teams, systems, and processes that scale. I apply AI and automation as practical tools that reduce manual effort and sharpen decision-making.
I hold an MBA in Entrepreneurship (in progress) from OneDay and AI certifications from Rutgers. I serve as a Petty Officer in the U.S. Coast Guard Reserve and am actively building MDLMN Technologies, a startup focused on outbound intelligence for B2B founders.
AI Projects
Fully automated job search and application pipeline. Scrapes 30+ company job boards, filters by location and fit, auto-generates tailored resumes and cover letters, and tracks applications end-to-end via Gmail integration.
Active - running twice daily. Full pipeline: Discover - Filter - Tailor - Apply - Track - Follow Up.
Custom GPT pipeline that transforms unstructured monthly account notes into structured executive intelligence. Classifies wins and risks with VADER sentiment analysis, identifies trends and momentum, then generates executive briefs and slide outlines.
Reduced account review time from hours to minutes.
Launched Prompt Engineering for Support Automation at Twilio. Built a reusable prompt library and custom GPT modules for escalation triage, account summary generation, and executive reporting across global support teams.
20% reduction in manual effort - improved response consistency across teams.
Automated monthly account notes processing pipeline built in Zapier. Accepts raw account notes, processes them through a structured workflow, and returns organized summaries ready for executive review - no manual formatting required.
Try Live Demo →Custom Gemini Gems built for recurring analytical work - Monthly Account Notes processing, Wins and Risks analysis, and Newsletter Article processing. Designed to eliminate repetitive cognitive load from weekly reporting cycles.
Streamlined recurring analytical workflows across multiple reporting cycles.
Founder and CEO of MDLMN - a startup building outbound intelligence tools for pre-seed and seed B2B founders. Developing a system that prevents revenue confidence erosion by tracking and validating outbound activity so founders know where deals are being lost.
Actively validating with target customers. Currently in customer discovery.
Experience
Education
Resume
Recommendations
What sets Ralph apart is his ability to zoom in on tactical issues without losing sight of the big picture. From handling complex escalations to implementing scalable systems, he balances empathy with execution in a way that consistently drives results. A true leader in every sense.
Ralph consistently demonstrates a remarkable ability to lead by example, fostering a culture of trust, collaboration, and innovation. His strategic vision and clear communication have empowered us to exceed our goals and tackle challenges with confidence.
Ralph is one of the most empowering leaders I've had the chance to work with.
Ralph excels in leading our diverse, global team with a focus on operational excellence.
Ralph has an innate ability to earn the trust of the customer.
One thing that sets him apart is his willingness to advocate for his team.