Doylestown, Pennsylvania, United States
I’m a dedicated and results-driven Customer Success and Sales leader with a passion for helping innovative, high-growth companies scale effectively and deliver exceptional customer outcomes. My career has taken me from the hustle of fast-paced restaurants to the rigor of federal government projects, and ultimately into the dynamic, high-stakes world of technology where I’ve led teams through growth from Seed Stage to Series D and beyond. I thrive in complex environments where I have an opportunity to translate technical solutions into business impact, build scalable systems that enable growth, and foster deep, trusted partnerships across customers and teams. My leadership philosophy centers on three guiding principles: People-First: I love building and leading high-performing distributed teams. I take a “radical candor” approach to coaching and am committed to fostering inclusive, empathetic cultures where people feel empowered to do their best work. Beyond my role, I actively contribute to initiatives that strengthen culture and community across organizations. Customer-Centric: I’m driven by the Voice of the Customer and enjoy turning feedback into strategy — guiding product direction, informing go-to-market plans, and driving growth. I collaborate closely across marketing, product, engineering, and sales to craft solutions that create measurable impact. Data-Driven: I’m motivated by solving complex challenges and improving key metrics such as retention, expansion, NPS, and product adoption. I believe in pairing data-driven insights with strong intuition and cross-functional collaboration to deliver lasting results. While my recent focus has been on scaling technical, fast-moving organizations, I remain deeply passionate about mission-driven work and continue to support early-stage startups and “tech for good” ventures through mentorship and consulting. Outside of work, you’ll find me exploring the outdoors with my family and rescue dog, on a tennis or pickleball court, or tracking down the best ice cream in town. If you’d like to talk Customer Success strategy, scaling teams, or favorite National Parks, I’d love to connect.
I partner with early-stage and growth-stage startups (typically 1–200+ employees, from stealth through Series B) to design and scale Customer Success organizations that drive adoption, retention, expansion, and customer delight. My consulting focuses on companies using technology to create positive social or environmental impact. My work typically centers on building scalable infrastructure, aligning cross-functional teams, and helping companies navigate the critical transition from founder-led customer management to a mature, metrics-driven Customer Success function. Notable projects & achievements: ▪ Consulted on a major system transition and data visibility project (HubSpot → Zendesk) to strengthen support operations, ticket triage, and internal reporting for a seed-funded FinTech startup. ▪ Created a QBR and customer engagement framework that improved executive alignment, renewal readiness, and expansion opportunities for a Series A-funded FactoryOps startup. ▪ Crafted hiring strategies and org plans to help startups transition from founder-led or single-CSM models to scalable Customer Success teams, including writing job descriptions, designing interview processes, and supporting candidate selection. If you’re growing a “tech for good” company and want to build a scalable, data-driven Customer Success foundation, I’d love to connect.
Drive the strategy, structure, and execution of Customer Success and Support at Highland Electric Fleets, ensuring our growing customer base receives exceptional service from onboarding through long-term partnership. My focus is on building scalable systems, cross-functional alignment, and team capabilities to support rapid fleet electrification across school districts and municipalities. Notable projects & achievements: ▪ Lead the Customer Success & Support organization through a period of rapid growth, scaling the team by 150% and supporting a customer base that grew by over 260%. ▪ Designed and implemented the first journey mapping framework, executive engagement program, and customer health scoring model to improve visibility, consistency, and proactive engagement. ▪ Revamped and launched core tools and processes including NPS/CSAT programs, a unified support ticket system, a self-serve knowledge base, and an automated bus uptime tracker that saved multiple days of manual work per quarter. ▪ Managed major escalations and operational incidents while building trust with stakeholders and recovering customer satisfaction.
I led Lever's Strategic Customer Success team, which included team leads and high-performing Senior, Enterprise, and Strategic CSMs. Our team was responsible for bringing a strong sense of partnership and clear product value to our largest enterprise customers as well as high-growth mid-market customers. We were fierce customer advocates who led with empathy, integrity, cross-functional collaboration, and a consultative approach. By building customer loyalty and earning recurring business, we drove company revenue growth via renewals, upsells, cross-sells, and new business expansion within existing accounts. Notable projects & achievements: ▪ Consistent team over-performance against net retention goal. Earned President’s Club all eligible years. Responsible for accurate quarterly forecasting. ▪ Orchestrated key People Management Projects, including the creation of new CS functions, capacity planning, portfolio assignment, and creation of compensation plans/SPIFs. ▪ Motivated the highest-performing CS team in the year following Lever’s acquisition, a period of intense organizational change and restructuring. ▪ Spearheaded a cross-functional churn analysis project that resulted in more product roadmap influence, team process improvements, and a follow-on project to turn reactionary data into proactive triggers. ▪ Re-imagined Lever’s Executive Sponsorship Program and led a cross-business-unit effort to consolidate quarterly Enterprise reporting for Employ’s executive team. ▪ Chair of the EmploY'alls, Employ's Employee Resource Group (ERG) for underrepresented genders, member of Employ’s DEI Committee, & leadership sponsor of Lever’s CSM/TAM Wellness Committee.
I founded Lever's Strategic Customer Success team. Notable projects & achievements: ▪ CS-liaison to critical technology projects, including the rollout of ReferenceEdge (customer references), Clari (revenue forecasting), and Gainsight. ▪ Created Lever’s Executive Sponsorship Program and co-sponsored the creation of a Customer Advisory Board, enhancements to the Sales <> CS handoff, and revamp of the Business Impact Review. ▪ Led a successful, multi-pronged, data-driven initiative to increase customer adoption of Lever’s Visual Insights platform. ▪ Served as the customer escalation point of contact for red and at-risk customers. ▪ Mentor in Lever’s GROW mentorship program & Leader of Lever’s Leadership Peer Group.
I was hired as a team of 1 to build an upmarket customer success motion on an established CS team. I did deep discovery with Lever's enterprise customers and worked to maximize value by building strong relationships across their leadership teams, aligning on and advocating for their needs, and helping them transform and optimize their talent acquisition processes. I worked extremely closely with Lever's marketing, product, support, implementation, and professional services teams. Notable projects & achievements: ▪ Created a team strategy and roadmap in preparation for hiring an Enterprise CS team. Closed three of Lever’s five largest expansions in company history. Within 8 months, turned two at-risk customers into advocates who participated in marketing case studies. ▪ Founder Award - September 2020 - Annual company-wide award for a person who "treats Lever as their own company" ▪ Rookie of the Year Award - February 2021 - Annual CXS award for a top performer in their first year with Lever