I have a decade-plus-long career building, leading, and improving customer success and support teams at early and growth stage SaaS companies like Sentry, Instana, and Apteligent.  I focus on ensuring retention and growing revenue. I do this by making the customer experience extraordinary, repeatable, and predictable.

I’ve found it’s critical to build a solid foundation by collaborating internally and with existing customers to define every segment of the customer journey to exceed expectations on time-to-value and enable rapid growth.

To drive these results I:

  1. Closely track customers’ journey stages, time in each stage, and drive actions to remove points of friction and maximize the customer experience.

  2. Build and leverage relationships with Sales, Product, and Engineering to create repeatable processes for rapid information sharing and decision-making. 

  3. Provide product expertise at key points of inflection. Enablement at the right time to critical to drive adoption and build on early wins.

  4. Establish a responsive support framework capable of transforming points of friction into positive experiences.

AREAS OF EXPERTISE

  • Customer Onboarding

  • Scaled Customer Success

  • Renewal Management

  • Team Development

  • Salesforce/Hubspot

  • CS Operations

  • Implementation

  • Customer Growth

  • Program Management

  • Gainsight/Totango

  • Voice of the Customer

  • Adoption

  • Team Leadership

  • Process Improvement

  • Zendesk

ACHIEVEMENT HIGHLIGHTS

  • Led the formation and growth of a 30-member global Customer Success and Support Team, enabling an impressive 10-fold increase in revenue within three years. 

  • Strategically operationalized Customer Success through effective segmentation, comprehensive customer journey mapping, advanced health scoring, and resource optimization techniques. 

  • Developed and implemented career progression frameworks for Customer Success and Support teams, resulting in an outstanding 95% staff retention rate. 

  • Increased customer engagement and retention by 20% by developing digital and scalable customer success methodologies, leveraging tools like Gainsight, Totango, and Pendo for optimal results.

  • Consistently maintained a 95% Customer Satisfaction Score (CSAT) across a globally distributed Support Team, reflecting a high standard of customer service and satisfaction.

  • Established vital cross-functional processes for capturing expansion opportunities, gathering product insights, and harnessing the power of customer champions, contributing significantly to business growth and product evolution.