Los Angeles, California, United States
Accomplished Customer Success leader, experienced at scaling success teams focused on retention and expansion at all stages, from Seed Funding to Pre-IPO. Exceptional at people and operational leadership with a data-first approach. Broad experience in identifying the value propositions in complex B2B software, driving positive customer outcomes, and cultivating cross-functional partnerships with all stakeholders.
Led all post-sales teams, including offshore contractors. Responsible for onboarding, training, product adoption, customer advocacy, renewals, upsells, technical support, and billing. Improved revenue forecasting and retention through better use of internal systems, developing new processes, and creating playbooks. • Achieved 105% net revenue retention (NRR) with an SMB customer base • Increased recurring revenue by over 20% for two of the largest customers through upsells • Created a new health score model to mitigate risk by integrating product utilization data • Increased ARR managed per rep by over 25% by implementing a renewal opportunity pipeline to optimize the timing of CSM engagement
Led the Strategic Customer Success team, including CSMs, Project Managers, and Team Managers, from first hire to a team of 32. Grew team portfolio from $2M to $30M ARR over seven years at a decacorn company from Series A to Series G funding. Achieved best-in-class SaaS KPIs while managing the company’s largest ($50K to $10M ARR) and most complex accounts. • Achieved over 99% gross revenue retention (GRR) and 120% net revenue retention in role • Increased onboarding productivity by over 40% through cohort segmentation and training • Expanded vertical markets served from 4 to 12 by managing the new markets success team before developing playbooks for all success teams to support new industries • Achieved 96.4 CSAT score for customer success calls
• Closed the company’s largest renewal deal representing over $27M total contract value • Scaled team and developed specialized roles for onboarding and customer success • Reduced onboarding cycle times by 25% by developing templates for system configuration • Developed internal enablement and training program, including technical skills (SQL and APIs)
• Managed relationship with the company’s largest account representing over 50% of the user base and over 30% of recurring revenue in 2015 • Increased revenue from the largest account by over 150% in two years, including an upsell into a new vertical market representing over $1M ARR • Transitioned to a people management role to support the growth of the company’s strategic customer base
Most senior customer success manager at a $20M ARR company focused on state education agencies. Achieved 100% retention rate and upsold through extended RFP process. Delivered executive business reviews to government stakeholders, increased product adoption, and project managed the delivery of custom software enhancements. • Increased portfolio revenue managed by over 25% year-over-year through expansion and additional account assignments • Secured renewal from an enterprise account previously considered at risk after issuing an RFP • Collaborated with product and engineering teams on technical documentation, project management, and quality assurance for custom development requests
• Doubled portfolio size during personnel transitions and sustained that workload after the positions were replaced • Increased product utilization by 25% for two major clients • Developed department best practices for incident management and client follow-up
Led, trained, and managed a team of frontline sales reps handling inbound and outbound phone calls to meet multi-million dollar sales targets annually. My team also consulted with educators on implementing best practices outlined in professional development and curriculum products. • Achieved the highest rate of profitability in company history, serving as Interim Director in 2010 • Project managed all aspects of the deployment of a new customer relations management (CRM) system, including training delivery, process documentation, creating sales and marketing reports, and translating systems into new software • Consulted with major grant and donor-funded clients to ensure the success of their character development initiative
Program Manager - November 2007-February 2008 Program Coordinator - November 2006-November 2007 Program Assistant - November 2004-November 2006 • Increased the number of seminar contracts sold each year • Consulted with a national client base of educators on a variety of issues, including evaluation, sustainability, parent involvement, and community outreach • Managed the organization’s participation in education conferences as an exhibitor and presenter