Raleigh-Durham-Chapel Hill Area
As Manager of Customer Success at BuildOps, my focus is on supporting clients through their journey while overseeing a team of strategic and technical account managers. Leveraging over a decade of experience across customer success, managed services, and operations, I contribute to enhancing process consistency, operational efficiency, and client engagement. With a strong emphasis on team development and data-driven strategies, I aim to optimize client retention and streamline business operations. My mission is to foster impactful relationships that drive growth and deliver exceptional service experiences for our clients.
When traditional CS models hit a wall at scale, you have to rewrite the playbook. As the Manager of Scaled Customer Success at BuildOps, my focus isn't just on managing a large portfolio—it’s about pioneering a digital-first, high-impact engagement model that scale-proofs our operations. By building proactive, tech-touch customer journeys and utilizing data-driven health indicators, my team ensures hundreds of commercial accounts unlock maximum value from our platform. What I’m executing day-to-day: Designing Scalable Motions:Crafting automated, data-backed playbooks (via channels like email and Intercom) that catch churn signals and product drop-offs with precision. We also leverage AI tools to automate almost all backend CSM processes in order to put my team closer to customer growth and strategy motions. Driving Product Adoption: Leading a high-performing team focused on building structured touchpoints, webinars, and office hours that guide a diverse pool of clients to fast time-to-value. Scaling a High-Growth Segment: Translating account usage data into company-wide, cross-functional product and revenue strategies.
I oversee a global team of leaders, Strategic & Technical Account Managers, and partners, supporting our clients through their omni-channel journey. Together, we drive billions in GMV and positive ARR while fostering executive relationships across our portfolio of global strategic, enterprise, and SMB segments. I spearheaded the development and implementation of standardized playbooks, enhancing process consistency and operational efficiency. I own the client churn and forecasting process, ensuing adequate reporting and actions driven by our data. Additionally, I successfully launched multiple tools and processes that improved client engagement and health tracking, streamlined operations to improve business profitability, and established methodologies to improve customer retention and internal training. My leadership has resulted in elevated service delivery and client satisfaction and has led to internal and external recognition.
(Channeladvisor rebranded to Rithum) I improved operational efficiency by integrating implementation specialists, client success, and strategy managers, which drove operational excellence and high performance across multiple client functions. By enhancing account management processes, improving pre-sales coordination with sales teams, and adopting a proactive, quality-focused client interaction approach, I achieved a significant reduction in churn and consistently met quarterly objectives. I led key initiatives such as the Global Services Kickoff, implemented a new training and certification process, and updated training methods, resulting in better service delivery and team development.
As a Team Lead for Managed Services at ChannelAdvisor (rebranded as Rithum), I managed a portfolio of enterprise-level accounts, driving client success and business growth by leading a team of 5 Client Strategy Managers and Associates. Acting as a player/coach, I ensured the seamless execution of strategic initiatives that improved client performance, boosted digital reach, and expanded platform adoption across the ChannelAdvisor ecosystem. I served as the primary escalation point for complex issues, leveraging my problem-solving skills to proactively resolve challenges, ensuring timely solutions that kept clients satisfied and on track for success. By fostering strong relationships with enterprise and strategic brands, I consistently delivered measurable results, driving improved performance and increased value for our clients.
I directed enterprise-level client engagements, leading the development and execution of email and social media campaign strategies, analytics implementation, and e-commerce initiatives to optimize customer conversion funnels and drive significant business results. As a strategic liaison between product managers and services teams, I led the company-wide rollout of the Jaspersoft reporting solution, ensuring alignment across organizational projects. Additionally, I championed team-driven initiatives to enhance client adoption of Google Analytics, establish robust ROI and KPI tracking systems, and elevate data-driven decision-making processes, thereby fostering a culture of analytics-driven success.
As a Senior Technical Account Manager at Three Ships, I managed the firm’s three largest accounts, guiding them through renewal and expansion while driving long-term client success. I led data tracking and analytics initiatives across web, email, and CRM integrations, optimizing client performance in diverse sectors including pharmaceuticals, healthcare, and retail. I oversaw the configuration and management of key digital tools like Google Analytics, ensuring comprehensive tracking and delivering actionable insights for clients to enhance their business outcomes. Additionally, I developed and presented high-impact custom reports, executive presentations, and KPI dashboards, providing clients and internal teams with clear, data-driven recommendations for strategic decision-making.