United States
Experienced Customer Success Manager with a demonstrated history of working in the information technology and services industry. Skilled in Sales, Management, Software as a Service (SaaS), Leadership, and Business Development.
15Five: The strategic performance management platform empowering HR leaders with data-driven insights and guiding people managers to drive employee engagement, performance, and retention. Combining generative AI, custom analytics, and human-centered principles in a complete platform, including 360° reviews, engagement surveys, goal tracking, and manager-employee feedback tools. - Managed a book of business of 25 accounts - Accountable for the full customer lifecycle post-sale: including onboarding, adoption, value realization, and renewals. - Demonstrated executive presence and the ability to influence and challenge executive stakeholders. - Possessed a deep understanding of value drivers in recurring revenue business models. - Demonstrated the ability to work cross-functionally and partner with other departments to best serve the customer. - Collaborated with the Product and Implementation teams to enhance the go-to-market fit.
Particle makes it possible for any company to build intelligent and interactive connected machines that generate unprecedented insights, transforming manufacturing businesses into the next wave of digital innovators. - Managed the largest Annual Recurring Revenue (ARR) accounts, contributing to achieving low churn rates and a remarkable 130% Net Revenue Retention (NRR). - Established a monthly cadence with both external and internal stakeholders, actively monitoring escalations and addressing follow-up requests. - Demonstrated strategic thinking by developing and executing comprehensive success plans for complex customers. - Utilized data analysis to understand customer health and presented strategic success plans effectively.
PTC (NASDAQ: PTC) unleashes industrial innovation with award-winning, market-proven solutions that enable companies to differentiate their products and services, improve operational excellence, and increase workforce productivity. With PTC, and its partner ecosystem, manufacturers can capitalize on the promise of today’s new technology to drive digital transformation. - Orchestrated seamless client onboarding for a $4.2 million Annual Recurring Revenue (ARR) book of business. - Established and maintained partnership frameworks, collaborating with PTC stakeholders. - Trusted advisor to client executives, providing crucial feedback for product enhancement. - Advocated as the voice of the customer within PTC, identifying market growth opportunities. - Proactively addressed new threats/opportunities as an integral member of account teams, delivering effective account management support. -Worked as badged PTC employee via ESG Success
ESG delivers Customer Success as a Service (CSaaS). During my time at ESG Success, I was primarily responsible for working as a Senior Customer Success Manager at one of our primary customers at the time: PTC.