San Marcos, California, United States
I am a San Diego–based customer success and renewals leader with more than a decade of experience driving retention, growth, and operational excellence in SaaS. I am known for leading high‑performing teams, strengthening enterprise relationships, and consistently delivering net‑retention rates of 94% or higher across large, complex portfolios. My background includes strategic forecasting, churn mitigation, contract negotiation, and cross‑functional collaboration with executive stakeholders. I enjoy building scalable processes, coaching future leaders, and uncovering expansion opportunities that increase customer lifetime value. I am drawn to senior‑level roles in customer success, renewals, or strategic account management where I can shape retention strategy and guide teams to exceptional performance.
Led a team of four renewal specialists, driving a 94% net retention rate while proactively minimizing customer churn across a multimillion-dollar portfolio. Oversaw lifecycle management of enterprise accounts totaling $20M+, implementing targeted expansion and renewal strategies. Generated $1M+ in net new Annual Contract Value (ACV) by identifying upsell opportunities and strategic collaboration with Customer Success and Sales. Negotiated high-impact contracts and cultivated long-term executive relationships to increase customer satisfaction and retention.
Delivered exceptional guest service in a high-volume environment while building rapport with diverse clientele. Demonstrated advanced knowledge of food and beer pairing, supporting a premium dining experience. Resolved guest concerns with speed and professionalism, enhancing brand loyalty and return rates.