United States
Twenty years building post-sales and customer experience organizations that retain customers, grow SaaS and enterprise revenue, and run as a real P&L. Customer Success, Global Services, Support, Operations. Built each of them, led them together, and measured them the way finance does: NRR, services margin, cost per case, and dollars at risk. At Gigamon, scaled to $180M+ in support revenue, 4.8/5 CSAT, renewal rates above 75%, J.D. Power certified four consecutive years. At Illumia, led 350 people across five functions, 150,000 annual support cases at 99% CSAT, 5,000+ implementations, and scaled operations through AI deployment, finishing as a TSIA top performer at both companies. What drives me is the work itself: building customer experience functions that didn't exist, fixing ones that have outgrown their model, and scaling what works without losing what made customers say yes in the first place. The best post-sales organizations don't just satisfy customers. They create the kind of experience that makes people want to stay, grow, and tell others. That's the standard I build toward. If that's the problem you're trying to solve, let's connect.
Enterprise executive accountable for the end-to-end post-sales client experience across a global organization of 350 people, leading strategy, execution, and transformation across services, support, fulfillment, and operations for 5,000+ higher education and healthcare implementations worldwide. - Unified four functions (Supply Chain, Global Services, Client Support, and Operations) under a single operating model, creating a scalable, end-to-end client experience for 10,000+ institutions. - Drove measurable improvement in retention and profitability by co-designing the enterprise post-sales strategy and operating model with Product, Sales, Engineering, and Finance. - Protected and grew strategic account revenue by leading executive engagement for high-risk escalations and large-scale implementations, directly influencing retention and long-term customer value. - Reduced leadership risk and improved team performance by building a succession-ready bench across a 350-person global organization through targeted coaching, mentoring, and organizational design. - Scaled client operations without headcount growth by driving early adoption of AI tools including Claude, Fin.ai, Glean, N8N, and Kantata AI, reducing operational drag and improving workflow efficiency within existing budget constraints. - Achieved 99% CSAT across 150,000 annual support cases, ranking among elite performers on TSIA benchmarks for customer satisfaction and service efficiency. - Improved customer confidence and implementation readiness by driving supply chain performance to 99% on-time delivery and order accuracy. - Accelerated customer value realization and supported SaaS retention and expansion by building service analytics, adoption frameworks, and success measures that deepened customer engagement. - Anchored organizational stability during merger integration and change leadership by maintaining visible executive presence across customer governance, high-stakes decisions, and team engagement.
- Achieved 85% Employee Satisfaction and the company's lowest attrition rate by building a people-first culture through strategic recruitment, structured onboarding, and continuous feedback loops. - Strengthened recurring revenue and strategic account retention by building and scaling a Customer Success function from the ground up, focused on deployment, adoption, renewals, and expansion. - Sustained industry-leading customer experience across a 6-year tenure, delivering CSAT of 4.8/5, NPS of 60%, Subscription Deployment Rate above 76%, and Annual Renewal Rate above 75%. - Expanded global delivery capacity and CALA market support by establishing a Mexico City hub with Customer Success, Technical Support, and Professional Services teams, improving business continuity and Spanish-language coverage. - Exceeded customer expectations on a critical SaaS product launch by leading the company-wide cross-functional tiger team responsible for execution, deployment, adoption, and retention of the Security NDR offering. - Delivered 3X upsell growth and cut time to activation in half by driving Professional and Resident Services attach rates that accelerated customer time to value. - Generated $180M+ in support revenue and $10M+ in service revenue, contributing directly to company top-line performance. - Improved product-market fit and reduced customer friction by establishing a recurring feedback loop between Customer Support and Product Management that directly influenced roadmap prioritization. - Increased customer lifetime value by 30% by partnering with Sales to implement a customer success program that aligned retention, cross-sell, and upsell motions.
- Enabled successful SaaS business model transition by redesigning services delivery to maintain software and hardware readiness without disruption to existing customers. - Managed $200M+ departmental budget and led strategic annual planning for one of the company's largest operational organizations. - Accelerated post-acquisition integration by leading M&A diligence and execution for Global Customer Services, ensuring continuity of service delivery and operational alignment. - Strengthened operational consistency and compliance by establishing and enforcing global policy and process frameworks across a distributed services organization. - Improved service scalability and cost efficiency by designing and executing a Technical Support staff augmentation strategy with strategic delivery partners. - Positioned the organization for scale and SaaS transition by executing a unified global services strategy spanning product readiness, operations, and M&A integration. - Drove cross-functional alignment across IT, Product, Sales Operations, Legal, Finance, and HR, enabling faster decision-making and smoother operational execution.
- Enabled faster decision-making and organizational responsiveness by serving as the SVP's proxy across strategic initiatives, operational reviews, and cross-functional stakeholder communications. - Accelerated executive decision quality by synthesizing M&A diligence reviews, partnership evaluations, corporate initiatives, and IT Advisory Board materials into clear, actionable recommendations for the SVP. - Strengthened senior leadership effectiveness by serving as a trusted advisor on strategy, organizational design, and operational execution across a 300-person global organization. - Drove higher-quality strategic outcomes by leading financial, operational, and competitive analyses and translating findings into specific, executive-ready recommendations. - Built the highest-tenure, highest-satisfaction organization at Riverbed — achieving an ESAT of 7.6 and the company's longest average employee tenure — by championing a culture of belonging, recognition, and team effectiveness. - Achieved 100% employee goal alignment across the Global Support organization by designing and implementing a SMART goal framework that connected every individual's objectives to department and corporate outcomes — creating full line of sight from frontline to strategy. - Improved organizational clarity and executive credibility by owning all leadership communications for the Global Support organization, ensuring consistent, timely, and transparent messaging across 300 employees and key cross-functional partners.
- Drove 91% case deflection by defining and executing the strategy for Riverbed's award-winning self-service, assisted service, and social and community support programs. - Sustained $1.5M in annual KCS ROI by driving case deflection and reducing time to resolution through disciplined knowledge-centered service practices. - Maintained industry-leading Customer Satisfaction of 4.6+ for six consecutive years by building a culture of accountability and customer-first execution across global support teams. - Delivered seamless continuity across 5 acquisitions by leading Global Support through full M&A lifecycle — from diligence through integration — without disruption to customer service levels. - Generated $425M+ in annual partner bookings and $6M+ in cost savings by leading the Global Support Channel Partner program, enabling partners to deliver high-quality support and deflect high-cost cases. - Saved $500K annually and reduced case resolution time by 2.5 days by directing the development of proprietary diagnostic tools that accelerated time to resolution for support engineers and customers. - Earned J.D. Power certification and TSIA Excellence recognition four consecutive years by building and sustaining a globally benchmarked customer service and support program. - Cut average time to resolution by 5 days across Riverbed's Customer Care organization by streamlining workflows and raising operational standards.