Greater Boston
As a global executive with 20+ years leading customer-focused teams in SaaS and enterprise technology, I’ve built my career around one core belief: exceptional customer outcomes drive exceptional business outcomes. From startups to multi-billion-dollar companies, I’ve led high-performing teams across Professional Services, Customer Support, and Revenue Operations. Currently, I serve as SVP of Global Professional Services at SugarCRM, where I drive transformation initiatives that elevate the customer experience, improve onboarding efficiency, and enhance retention. Previously, as COO of W-Systems, I led the customer org through a successful acquisition by SugarCRM by optimizing our services delivery, support operations, and customer strategy. At Akamai and Skillsoft, I built scalable, data-driven operations that improved profitability, reduced churn, and delivered measurable growth—governing large global teams, integrating systems, and aligning cross-functional strategy. My hands-on, metrics-oriented leadership style has enabled me to consistently deliver growth while building resilient, customer-obsessed cultures. 🔹 Expertise: Customer Experience Strategy | Professional Services & Support | Customer Success | SaaS Growth | Operational Excellence | Analytics & KPIs | Global Team Leadership | CRM & Systems Integration | Post-Sale Lifecycle | M&A Integration I thrive in environments where cross-functional collaboration, customer value, and strategic vision intersect—and I’m passionate about helping organizations scale sustainably while keeping the customer at the center of every decision.
Leading global consulting and professional services teams to drive customer adoption, retention, and satisfaction in a high-growth SaaS environment. Defined and scaled onboarding, implementation, and training processes to improve time-to-value and customer outcomes. Standardized project delivery models and services frameworks to improve consistency and scalability globally. Collaborated cross-functionally with Product, Sales, and Support to align post-sale experience with customer goals and enterprise strategy. Built performance KPIs and analytics dashboards to measure service effectiveness and customer health across the lifecycle. Promoted to global role in 2023.
Oversaw all customer-facing functions including Professional Services, Customer Support, and Revenue Operations as well as Strategic Planning. Re-engineered service delivery and revenue workflows, leading to measurable gains in operational efficiency and customer retention. Developed customer engagement programs that increased renewal rates and upsell opportunities. Directed M&A readiness and integration efforts that enabled a successful acquisition by SugarCRM.
Led global Sales Operations, Pricing, and RFP functions, supporting $300M+ in revenue with scalable go-to-market strategies. Designed compensation models and sales analytics tools to drive productivity and align incentives across global teams. Partnered with Customer Success and Product teams to refine the customer journey and increase net revenue retention.
Directed Central Sales and Customer Revenue Operations, including global order-to-cash, contracting, and billing. Scaled a data analytics Center of Excellence to support customer segmentation, support case triage, and performance measurement. Implemented a unified analytics environment enabling global teams to make data-driven decisions around customer health and experience.
Directed global sales operations including forecasting, territory planning, and quota design. Launched new SFA systems and reporting cadences to support global GTM execution. Partnered with leadership to align operational structure with customer growth strategies.
Scaled a global implementation and onboarding team during high-growth startup phase. Drove customer satisfaction by aligning delivery with evolving product capabilities. Introduced channel partnerships and self-service tools to reduce time-to-value.
Led engineering for legal-tech startup, managing high-value client development projects and implementing structured launch and QA processes.