New Orleans, Louisiana, United States
Customer Experience and Support leader with 15+ years of SaaS leadership experience, building global teams and scalable strategies for high-growth organizations. I’ve led organizations through acquisition and M&A environments, helping stabilize operations, integrate teams, and maintain customer trust during transition. Throughout my career, I’ve led Support, Customer Success, and Implementation functions with a focus on self-service optimization and automation initiatives that reduce cost-to-serve while improving overall customer experience and lowering customer effort. Most recently, my work has centered on AI-driven deflection strategies that increase operational efficiency while ensuring AI enhances, not replaces, the human, empathetic experience. Focused on enterprise readiness, operational rigor, and data-driven execution. If you’re scaling AI-powered SaaS, let’s connect.
Led a global 24x7 support team of 125+ FTE and also 2 BPO vendors expanding Twilio’s operations in key regions. Streamlined support processes, rolled out SLAs an acquired company, and introduced soft skills training to elevate the customer experience. Partnered with engineering to align support insights with product development.
Led a team of support agents and TAMs. Focused on proactive support methodologies and improved communication processes to align with customer needs and expectations.
Transformed a 100+ technical support org at iCIMS by scaling operations from 12x5 to 24x7, integrating acquisitions, and launching Premium Success offerings including launched a Customer Success team. Spearheaded initiatives to improve KPIs like CSAT, and NPS while creating proactive outreach strategies to drive retention and upsell opportunities.
Built and scaled customer success and support from the ground up as one of the company’s first employees. Designed onboarding processes, customer playbooks and implemented tools like Salesforce, Zendesk and Live Chat, and created KPIs that set the foundation for high-performance teams and exceptional customer experiences.