Newburyport, Massachusetts, United States
Collaborative and people-first leader with a deep foundation in Customer Success, Customer Support and Client Services. Over the past 15+ years, I've led high-performing teams across SaaS, advertising, and digital media. I have a proven track record of driving revenue, streamlining operations, and building scalable programs that put customers and employees at the center. I thrive in fast-paced, cross-functional environments and am passionate about building inclusive cultures, mentoring talent, and turning strategy into action.
• Lead and develop a team of Go-to-Market Engineers, transitioning the function from traditional Customer Success into a proactive, revenue-driving GTME operating model • Assist in defining and implementing GTME playbook, shifting the team’s focus to outbound advisory, lifecycle interventions, usage optimization, product activation, and strategic expansion • Contribute to the development of GTM strategy and organizational OKRs, ensuring operational execution connects directly to company-level growth priorities • Own forecasting accuracy and deal inspection rhythms, ensuring projections are supported by real account engagement and documented next steps • Establish and enforce operational standards for meeting preparation, follow-through, account hygiene, and value-based customer interactions • Monitor account health signals, product usage patterns, and renewal timelines to prioritize intervention plays at scale • Coach GTMEs to deliver Apollo-native strategic guidance including signal-based outbound workflows, AI-assisted automation, and configuration support • Partner with Sales, Success, Enablement, and RevOps to align renewal strategy, expansion motions, and customer lifecycle management
• Lead and coach a high-performing team of Mid-Market Solutions Engineers across the US, driving deal strategy, technical excellence, and stakeholder alignment • Partner with Sales and cross-functional teams to accelerate revenue, streamline evaluations, and deliver a unified PreSales experience • Serve as a global contributor to Solutions Engineer onboarding and DRI for defining and launching the Associate Solutions Engineer (ASE) role • Hire, onboard, and develop diverse talent while fostering a culture of accountability, empathy, and continuous growth • Coach team on discovery, objection handling, and value articulation to drive product-fit consensus in complex deals
• Lead and develop a dynamic team of Managers, Principal Specialists and a Program Manager, coaching and offering actionable feedback to contribute to their professional development • Serve as the global program leader responsible for developing and executing growth strategy of the Principal (Premium) Support and the Internal Success Support program • Leverage data and a deep understanding of the business and customers to influence the overall strategy • Partner and gain buy-in from stakeholders across company to develop and execute on customer-centric initiatives • Hold organization accountable for operational excellence consistently meeting KPIs and SLAs while providing world class customer experiences • Navigate and drive solutions for challenging incidents and customer escalations including executive escalations • Cultivate a culture of engagement, ongoing learning, and high-performance culture that makes HubSpot the best place to work
• Serve as a coach, mentor, and leader, to help promote individual career growth of 20 Customer Support Specialists, while setting expectations with performance-based feedback and transparency • Cultivate and foster a diverse and inclusive team culture • Establish a culture of operational excellence for consistent execution to ensure customers receive the best possible resolutions while meeting our Service Level Agreements (SLAs) • Manage customer escalations to create positive outcomes and creative problem-solving • Coordinate with recruiting and internal teams to recruit, hire, and train new team members • Partner with internal stakeholders to improve processes and holistically drive effective solutions for our customers • Analyze customer and specialist performance data to make informed decisions about team management • Develop and execute growth strategy of principal and internal success support programs • Collaborate with leaders across HubSpot to design programs that drive value of HubSpot’s global customer success organization
• Hire, train, and manage a team of 10 Client Services professionals responsible for seamless campaign execution and superior client service for the New England region • Facilitate information flow up, down and cross-stream; make sure the right people get the right information at the right time • Establish annual goals for team members and coach performance throughout the year • Manage internal approvals and contract reviews • Have expert level knowledge of all internal systems, tools and processes and provide team with ad product support and education • Identify inefficiencies and provide strong solutions with analytical rigor • Effectively delegate appropriate projects throughout organization • Act as a business partner with sales leadership to drive revenue goals • Cultivate positive business relationships with clients and all internal teams • Provide leadership and manage team members • Assist with internal strategic initiatives such as vetting out new processes and systems; ensure adoption of new systems and play a major role in change management • Influence decisions within Client Services and across the broader organization • Represent Client Services in cross functional business initiatives and provide guidance on strategic projects
• Act as main point of contact for all Client Service and Sales Operations pre- and post-sale activity for Boston region • Hire, manage and train team of Local and National Client Services professionals to ensure accurate and timely pre and post sales support • Maintain regular meetings with Local RSM and National Sales Director to understand sales channel/territory priorities and provide updates on Planning, Campaign Management, and Account Management • Determine team priorities and strategies to assist in meeting and exceeding sales revenue goals • Provide team members with thorough ad product support on ad executions and provide clear direction to team members • Lead client-facing calls when needed and help team members develop accurate media plans/proposals and/or realistic project timelines • Coach team members on best practices around internal and external communication • Troubleshoot and assist team members in figuring out the root causes for any campaign-related issues • Guide team to work proactively with Sales to mitigate under-delivery situations and assist in campaign optimization to improve performance • Provide regular updates on team priorities and issues to Client Services Leadership • Cultivate positive business relationships with external clients and internal teams including Sales, Design, and Engineering/Product • Have expert-level knowledge on internal systems and processes that must be followed to take a campaign from quote to cash • Work with the Client Services Leaders and other Managers to evaluate existing and implement new business processes and systems; ensure adoption of new systems and play a major role in change management • Participate in strategic projects scheduled to meet company needs and priorities
• Act as main point of contact for all sales operations post-sale support for designated sales team • Hire, coach and train a team of Campaign Managers in Boston and New York to ensure accurate and on-time campaign launch and full delivery of contracted placements • Maintain regular meetings with designated sales team to understand sales channel/territory priorities and provide assistance on relationship development with Campaign Management team • Lead client-facing calls when needed and help team members develop accurate media plans/proposals and/or realistic project timelines • Create and manage creative and technical production timelines and asset delivery to ensure campaigns launch in a timely manner • Coach team members on best practices around internal and external communication • Troubleshoot and assist team members in figuring out the root causes for any campaign-related issues • Guide team to work proactively with Sales to mitigate under-delivery situations and assist in campaign optimization to improve performance • Cultivate positive business relationships with external clients and internal teams including Sales, Design, and Engineering/Product • Work with internal traffickers, design and client as needed to troubleshoot any ad creative issues that impact tracking, implementation, or reporting • Have expert-level knowledge on internal systems and processes
• Manage the implementation of mobile advertising campaigns, ensuring on-time and on-budget results • Liaison between the sales team and delivery (ad ops) teams • Manage any conflict resolution • Deliver weekly reporting to customers, compiling the learnings from the delivery team • Update project tracker with campaign status, pacing, eCPMs, billing forecasts vs actuals, etc. • Keep the pulse of the campaign at all times, working with the delivery team on optimizing campaigns; and working with the publishing team to understand our network and unique capabilities • Help plan and strategize mobile advertising opportunities with a small team of sales directors and internal stakeholders • Complete RFP submissions, assist with media planning, and own the creation of advertising proposals and presentations • Accompany sales director to client meetings, conference calls, industry events • Articulate Motricity’s vision and value proposition while building advertising solutions to meet a prospect’s objectives • Design creative implementations and work with designer to executive killer ideas and creative spec and executions
• Managed premium advertising pre & post-sales support globally for one of the world’s largest Web sites focused on social entertainment and gaming • Created all processes and documents for implementing custom and standard campaigns, and self-trained on all internal systems • Built and managed client communities through project managing timelines, the creative approval process and implementation • Defined new ad products and championed implementation and global adoption of all custom advertising products; launched first use of video pre-roll to significantly improve revenue capability • Rapidly promoted from company’s first official and sole Account Manager, advancing from brand direct sales to ownership of all global advertising accounts and strategy
• Advise/consult with internal departments and Ad Sales regarding advertising inventory availability, systems, campaign performance and sell-thru reporting • Provide support and account management to advertising clients and internal Ad Sales staff • Implement optimization efforts across direct campaigns, drive analysis, manage delivery, testing, and trafficking of ad creative • Coordinate between the Ad Sales, product and Engineering teams to manage advertising-driven special projects