Huntsville, Alabama, United States
With over 8 years of leadership experience across customer success and cybersecurity, I currently serve as Vice President, Global Customer Success at Semperis. Collaborating with our team, I focus on empowering organizations to protect their critical systems through tailored strategies and innovative security solutions. My background includes overseeing customer success initiatives at Exabeam and leading defensive cyber operations at Symantec, enabling me to combine strategic vision with technical acumen. Committed to fostering strong client relationships, I aim to drive impactful outcomes aligned with organizational goals.
• Spearheaded the development of a comprehensive customer journey framework, enhancing engagement and aligning with business outcomes. • Collaborated with sales leaders to establish a monthly meeting focused on identifying expansion opportunities within existing customer accounts. • Redesigned the Customer Success team structure to prioritize proactive adoption and strategic customer relationships over project work.
• Owned Customer Success for the Americas, leading a team of 40+ global CSMs and TAMs managing a $160M ARR portfolio. • Established proactive adoption strategies, driving enterprise-wide use of the Exabeam platform and enhancing customer outcomes. • Built and led Security Operations Services, achieving a 20% year-over-year growth in services revenue.
• Built and led a 24/7, intelligence-driven Security Operations Center, integrating various security functions. • Served as Incident Commander, facilitating executive decision-making during high-impact security incidents. • Authored and operationalized the corporate Incident Response program, enhancing organizational processes. • Co-led the Crisis Management Program, developing insider-threat strategies that reduced organizational risk.
Director, Joint Security Operations Center
• Directed global client onboarding and post-sales delivery programs, achieving a 40% reduction in onboarding time. • Designed scalable operating models, enhancing CRM adoption and automating customer health monitoring. • Strengthened sales-to-service handoffs, improving customer experience and post-sales execution consistency. • Program-managed the formalization of Community Protection Services, transforming security capabilities into consumable services.
• Founded and scaled the Reston Security Operations Center, enhancing operational efficiency and customer support. • Developed industry-specific threat delivery models, delivering tailored security services across various verticals. • Led high-stakes incident escalations, effectively communicating complex security events to executives. • Established knowledge-transfer models for seamless transition from Incident Response to long-term managed services.