Scottsdale, Arizona, United States
As the Director, Customer Success Operations and Strategy at Sayari, I lead the global vision, strategy, planning, prioritization, and execution of operational outcomes for all Customer Success teams. With over ten years of experience in hyper-growth SaaS, I have a passion for driving customer satisfaction, retention, and revenue growth through strategic operations. My core competencies include KPI reporting, compensation structures, leadership, change readiness, and Gainsight administration. I am a certified Gainsight NXT Associate Administrator and a MBA graduate with a focus on marketing. I thrive in fast-paced, remote environments, delivering exceptional results as a dependable team player. My mission is to enable and empower Customer Success teams to achieve their goals and delight their customers.
📊 Own renewal forecasting and reporting for the Customer Success org, including the RAG health process, forecast roll-up, and segment-level ARR reconciliation across the renewal book. ⚙️ Serve as the primary CS Ops owner, architecting the team's systems and workflows end-to-end from Gainsight platform build-out (health scoring, CTAs, playbooks) to Salesforce data integrity. 💰 Manage compensation and quota infrastructure for the CS org, owning the renewals commissions process, comp policy documentation, and regular quota/baseline audits. 🤝 Partner cross-functionally with RevOps, Sales, Deal Desk, Finance, and CS leadership to translate operational needs into scalable process and clear policy. 🤖 Design AI-powered agents and automations to streamline forecasting, QBR prep, and reporting bringing efficiency to high-volume operational work. 🗺️ Lead strategic planning initiatives including territory and pod modeling, post-sale customer journey mapping, and go-to-market coverage analysis. 📈 Build the data and reporting foundation that gives CS leadership visibility into portfolio health, renewal risk, and account ownership across the book of business.
📑 Built and implemented and optimized ClickUp as a Customer Success CRM, enhancing cross-functional visibility and communication across customer-facing teams. 📊 Led monthly and quarterly business reviews, analyzing performance, highlighting wins, identifying improvement areas, and tracking OKR progress. 🚀 Helped post-sales teams scale from $125m ARR to $300m ARR and improve GDR from 70% to 84%. 📈 Developed and launched customer health score metrics and automated playbooks, driving proactive engagement and improving retention. 🔍 Stood up the first churn & contraction forecasting process, achieving forecast accuracy within ±5% of actualized results at lock. 🔄 Designed a scalable account coverage model to optimize engagement and align with organizational goals. ⚠️ Directed risk management initiatives, establishing robust analysis frameworks that informed decision-making and reduced churn. 📝 Standardized dedicated and digital playbook templates, ensuring consistent and efficient customer success initiatives. 🛠️ Implemented tools, processes, and tracking systems to enhance visibility into CSM performance and engagement activities.
🚀 Led Customer Success Operations strategy, driving global initiatives across analytics, product, and program management. 🎯 Shaped and executed strategic themes and core initiatives, ensuring alignment with global customer success and go-to-market strategies. 📊 Enhanced reporting accuracy and transparency, improving dashboard maintenance to enable data-driven decision-making. 💰 Designed and managed the Customer Success bonus program, aligning incentives with key performance metrics to drive organizational success. 🤝 Orchestrated cross-functional collaboration, connecting Customer Success with Sales Operations, Analytics, Product, and Finance teams. 🔄 Led change management for Gainsight migration, streamlining operations and enhancing platform capabilities to support strategic growth.
🎨 Founder and Fiber Artist, managing all aspects of business operations from creation to customer experience. 📢 Directed marketing and sales, driving brand growth and revenue. 💼 Handled administrative tasks, ensuring smooth inventory, order fulfillment, and financial management. 🤝 Fostered customer relationships, providing exceptional service. 📊 Optimized workflows and processes, enhancing productivity and scalability. 🚀 Applied strategic planning and adaptability, skills transferable to corporate operations and cross-functional collaboration.
🚀 Orchestrated Gainsight system administration priorities, enhancing digital success and streamlining operations. 📊 Led multiple concurrent projects, balancing scope, strategy, and execution with agility. 🔄 Curated and optimized end-to-end Customer Success workflows, ensuring seamless adoption and readiness. ⚙️ Contributed to the configuration, deployment, and administration of Gainsight, managing reports, dashboards, playbooks, templates, data designer, rules, surveys, programs, journey orchestrator, layouts, and customer health scoring. 🎓 Spearheaded Gainsight user adoption initiatives, conducting training sessions, office hours, workflow documentation, release management, and global communication to drive operational excellence.
🚀 Navigated a flexible role balancing customer management and Customer Success operations, driving efficiency and engagement. 📧 Executed proactive and automated email campaigns to boost feature adoption and enhance customer engagement. 🔄 Designed and launched strategic account triggers and playbooks, improving the customer lifecycle experience. 📊 Supported Gainsight health score testing and launch initiatives, ensuring CSMs had the right tools for effective customer management. 🎯 Optimized CSM performance metrics by refining quarterly KPI adjustment processes. 🛠️ Led quarterly CSM account hygiene and transitions programs, ensuring data accuracy and smooth customer handoffs. 👥 Served as a Team Lead, conducting interviews, mentoring, and overseeing CSM onboarding. 🎓 Created and facilitated 1:many live training programs, fostering team skill development and continuous learning.
🚀 Managed product training, onboarding, and enablement, ensuring customers had the knowledge and resources to maximize value from the platform. 📧 Executed lifecycle outreach campaigns, driving product adoption and strengthening post-sale customer relationships. 🔄 Supported Customer Success operations, contributing to workflow improvements that enhanced team efficiency and productivity. 📊 Assisted with Gainsight health score testing and implementation, ensuring CSMs had the right insights for proactive customer management. 🎯 Helped optimize CSM performance metrics by supporting quarterly KPI adjustments. 🛠️ Facilitated account hygiene and transition programs, ensuring smooth customer handoffs and data accuracy. 👥 Provided mentorship and onboarding support for new CSMs, fostering team growth. 🎓 Created and participated in 1:many live training programs, improving customer and internal team education.