San Francisco, California, United States
Customer Operations and Success executive, with 20 years of experience building and running global customer success and services, strategic account management, channel partnerships, and business units at pioneering Cloud / SaaS technology companies. Areas of domain expertise include enterprise eCommerce, ePayments, and marketplace platforms, cloud services commerce, developer ecosystems, omni-channel marketing and customer engagement solutions (web, store, mobile), and AI driven analytics. Exceptional track record building and leading project management, strategic account management, customer success, and client services teams at early stage start-ups through $1B+ valuations and at mature, publicly traded companies with $1B+ in revenue. Continually promoted for performance in critical leadership roles overseeing business unit P&L, multimillion-dollar service deployments, strategic partnerships, performance management of client-facing teams, $1M+ enterprise sales/contract negotiations, and Fortune 100 client relationships. Specialties: General Management, Professional Services, Deployment, Client Engagement, Strategic Account Management, Customer Success, Partnership and Business Development, Program Management, Contract Negotiation, P&L Responsibility, SaaS, eCommerce, Enterprise Software, Cloud Commerce, B2B, B2C, Digital Media, Digital Transformation, Electronic Payments.
Magnitude provides the world's first autonomous AI workforce for Third Party Risk Management (TPRM) teams, built to defend against Mythos-scale attacks.
Semperis is the pioneer of identity-driven cyber resilience for cross-cloud and hybrid environments. The company provides cyber preparedness, incident response, and disaster recovery solutions for enterprise directory services. Semperis’ patented technology for Microsoft Active Directory protects over 40 million identities from cyberattacks, data breaches, and operational errors.
Scaled and led the global CS organization spanning Delivery, Customer Success Management, Renewals, Technical Support, and Enablement. Drove post-sales retention, growth, and value realization strategy through consecutive years of hypergrowth, supporting over 2K customers and 20% of the F500. Abnormal AI is the leading AI-native human behavior security platform, leveraging machine learning to stop sophisticated inbound attacks and detect compromised accounts across email and connected applications.
Led the global customer success organization through IPO (NASDAQ: WKME) for a Cloud 100 digital adoption platform, enabling enterprises to simplify user experiences across platforms and devices. Areas of responsibility included best practice platform adoption, value realization, and retention and expansion of a $200M annual book of business.
Built and led the Americas Customer Success organization for the largest digital adoption, automation, and insights platform. Areas of responsibility included best practice product adoption, value realization, pipeline creation, and net revenue retention for 2K accounts spanning Strategic to SMB. WalkMe has pioneered the Digital Adoption Platform (DAP) to simplify user experience using insights, engagement, and guidance capabilities through generative AI. WalkMe’s context-aware solutions guide users through any workflow, identifying and resolving digital friction to ensure seamless execution of critical processes.
Built and managed global Customer Operations for the leading cloud service marketplace and management platform. Areas of responsibility included Deployment and Technical Account Management, Developer Services, Customer Success, Technical Support, and Customer Enablement. AppDirect is the world's leading B2B subscription commerce platform for buying, selling, and managing recurring technology services, including SaaS, IaaS, and PaaS. Through its network of branded business app Marketplaces built for customers like ADP, Intuit, and Comcast, AppDirect gives app providers such as Microsoft, Google, and CrowdStrike a single point of integration to reach millions of global businesses.