Greater Boston
Customer Success leader driving revenue, retention and scale | Led high-stakes customer success transformations in HealthTech—managing an $80M portfolio at athenahealth and developing client delivery teams at eMaven (acquired by Perot Systems) and Dove Consulting (acquired by Hitachi). I focus on revenue retention, operational excellence, and building customer-centric teams that deliver measurable business outcomes. 15+ YEARS MASTERING THE CUSTOMER LIFECYCLE Expert at scaling CS functions from onboarding through renewal and expansion, consistently achieving 97%+ retention and NPS scores of 50+. Built and led high-performing teams of 7-20 across large, medium, and small segments supporting healthcare consolidators, MSOs, and AI/ML-enabled SaaS platforms. Effective leading cross-functional initiatives and optimizing customer health metrics. TURNING COMPLEXITY INTO GROWTH OPPORTUNITIES Healthcare and SaaS businesses face constant disruption. When athenahealth acquired a $60M MSO, I owned the CS work stream through due diligence and integration. When healthcare consolidators needed specialized service models, I led development of scalable playbooks balancing satisfaction with cost-to-serve targets. PROVEN RESULTS - Managed $80M portfolio with <3% attrition - Consistently exceeded service tier NPS targets - Led customer success in $60M MSO acquisition - Drove KPI achievement through data-driven strategies - Built high-performing teams in remote/hybrid environments - Scaled delivery across all customer segments INDEPENDENT CONSULTANT & STRATEGIC ADVISOR Through Guidepoint, GLG, and expert networks, I provide healthtech investors with perspectives for critical decisions. I help companies navigate transitions—scaling customer success, optimizing retention strategies, and driving operational excellence with strategic planning, scalable processes, and team development. MY EDGE: OPERATIONAL EXCELLENCE + GROWTH MINDSET Started in management consulting supporting Fortune 100 transformations. At Renaissance Solutions and Dove Consulting, I learned to scope, price, and manage complex engagements. I drive business outcomes through strategic execution, voice-of-customer insights, and cross-functional collaboration. Areas of Expertise: Customer Success Management • Revenue Retention • Team Development • Strategic Planning • Customer Analytics • Account Management • Change Management • SaaS Metrics (NRR, GRR, NPS) • Product Adoption • Healthcare Technology • Value-Based Care • AI/ML Solutions • Salesforce • Gainsight
Deliberate pause to support and assist family members through significant life transitions. Have taken on selected research and consulting projects of interest during this time. Work has included engagements through Guidepoint, AlphaInsights and other expert networks, in addition to participation as a panelist on Massachusetts eHealth Initiative's '25/'26 Hack the Health Gap competition.
Synthesis worked with its clients to articulate their most critical challenges and define a path forward based on analytical rigor and expertise. Recent engagements include strategy and execution support in the medical device, healthcare IT and insurance industries.
Developed and managed execution of organization, process and technology solutions on behalf of clients in multiple industries. Developed intellectual property and marketing collateral to promote Hitachi Consulting’s High Tech Industries practice. Authored “Delivering SaaS: Executing on a Service Based Business Model;” published in the April 19 issue of the Software Business Executive Report.