Los Angeles, California, United States
Customer Success Engineering leader focused on driving retention, expansion, and scalable technical outcomes for enterprise SaaS customers. At Fingerprint, I lead the Customer Success Engineering team while continuing to own strategic enterprise customer relationships across some of the company’s largest and most technically complex accounts. My work spans technical strategy, customer risk reduction, post-sales operations, team leadership, and cross-functional execution with Product, Engineering, Growth, Sales, and CS. I’ve helped drive best-in-class NRR, major enterprise expansion, AI-assisted support automation, and scalable enablement programs that improve both customer outcomes and internal efficiency. I’m strongest at the intersection of technical problem solving, customer strategy, and building systems that help teams operate with more consistency, ownership, and impact.
• Lead the Customer Success Engineering team, managing 6 direct reports with dotted-line oversight for 2 additional employees across adjacent technical customer-facing functions. • Own a seven-figure ARR strategic enterprise book of business across several of the company’s highest-value and most technically complex customers. • Led the CSE team to 144.8% NRR across an eight-figure ARR portfolio while maintaining strong team cohesion, execution quality, and customer focus through a period of rapid growth. • Delivered 135.8% NRR across owned strategic accounts while balancing direct customer ownership with team leadership, hiring, coaching, and cross-functional initiatives. • Serve as a senior escalation point for complex enterprise customer issues, helping the team navigate high-stakes technical investigations, onboarding challenges, product gaps, and renewal risks. • Drive operational scalability across Customer Success by building systems, automations, and repeatable processes that reduce manual work, improve consistency, and lower operational risk. • Built and productionized AI-assisted support workflows that resolve over 60% of non-enterprise support tickets through automation, enabling the Growth team to manage the non-enterprise support queue with significantly less manual effort. • Hired, onboarded, and mentored new CSE team members, helping them ramp into account ownership, strengthen technical judgment, and contribute positively to team culture and output. • Strengthened cross-functional collaboration with Product, Engineering, Growth, Sales, and CS leadership by improving ownership, prioritization, and execution around customer-facing priorities.
• Managed a strategic enterprise book of business representing a high seven figure ARR portfolio and ~43% of contracted ARR, including the company’s four largest customers. • Drove significant net expansion across primary and high-involvement accounts through technical consulting, onboarding leadership, customer enablement, and escalation management. • Achieved ~113% NRR across primary accounts and 122.5% NRR across broader high-involvement accounts despite challenging market conditions. • Supported a 400%+ enterprise account expansion by providing high-touch technical guidance, resolving critical product issues, and reinforcing customer confidence during a complex acquisition and renewal period, helping elevate the account into one of the company’s largest enterprise relationships. • Served as a senior technical escalation point for critical customer issues, resolving complex onboarding, implementation, and production challenges that reduced churn risk and supported expansion opportunities. • Partnered closely with Product, Engineering, Growth, and Customer Success leadership to identify customer blockers, improve operational processes, and drive resolution of high-impact product and infrastructure issues. • Led Customer Success scalability initiatives across SLA automation, AI-assisted support tooling, standardized investigation workflows, centralized reporting templates, and reusable audit processes. • Owned development and maintenance of internal applications used across Customer Success and adjacent teams, improving investigation efficiency, operational visibility, and cross-functional workflows. • Acted as a de facto CSE team lead by mentoring newer team members, supporting workload distribution, facilitating enablement sessions, and serving as a subject matter expert for complex customer investigations.
As a Customer Success Engineer at Fingerprint, I serve as the primary technical point of contact for our enterprise clients, providing white-glove support tailored to their specific needs. My responsibilities include guiding clients through product integration, optimizing implementations, resolving technical issues, and facilitating expansion into new use cases.
• Collaborated with clients to identify and assess their needs and budget constraints, and recommended the most effective solutions to suit their specific needs • Designed and developed responsive webpages for small businesses clients, enhancing their online visibility and credibility • Provided managed IT services to small businesses, including web hosting, email service management, and personalized technical support
• Took full ownership of Amazon operations — utilized user data and sales metrics to optimize performance and achieve a significant 400% increase in Amazon-based monthly revenue within a six-month period • Collected and analyzed business data (sales, marketing, fulfillment) from both internal databases (MySQL) and external sources, then synthesized the information into comprehensive reports for stakeholders — providing them with clear and actionable insights into business data trends • Delivered regular presentations to non-technical executives and business partners, effectively translating technical concepts to promote informed decision making and improved strategic planning • Conducted research and development to prototype new internal tools and dashboards to enhance the visualization of business data, streamline interaction with databases, and increase efficiency of data analysis • Led the design and implementation of customer referral and reward programs, coordinating with outside counsel to draft legally sound terms and conditions for the programs
• Developed and implemented automated solutions for various business tasks, resulting in increased efficiency, reduced workload, and optimized utilization of resources • Created and maintained comprehensive documentation of technical systems and company procedures. Provided hands-on training to employees on the updated systems and procedures • Contributed to the maintenance and administration of company ecommerce platforms and product sites, resulting in improved website performance, reliability, and security