United States
Customer Success sits at the intersection of clarity, judgment, and revenue outcomes. I step into complex, high-variability environments to stabilize retention risk, restore execution clarity, and rebuild confidence in direction before it impacts renewals. I operate in Enterprise B2B SaaS environments where growth exposes friction—onboarding becomes inconsistent, adoption plateaus, renewal confidence weakens, and teams stretch beyond their systems. My focus is identifying where execution drifts, stabilizing what impacts revenue first, and creating operating structures that hold at scale. My experience spans Enterprise and Strategic Customer Success models, where lifecycle ownership, executive stakeholder alignment, and measurable value realization directly influence renewals and expansion. I’m trusted to step into ambiguity, diagnose retention risk early, and create stability before it surfaces in churn. Across roles, I’ve led complex client lifecycles with emphasis on: • Clarifying onboarding and early adoption signals • Strengthening renewal confidence across executive stakeholders • Designing retention and expansion strategy rooted in measurable value • Turning reactive environments into scalable operating systems • Building ownership models that support asynchronous execution Known for identifying adoption risk early, creating clarity across stakeholders, and stabilizing accounts before renewal becomes uncertain. I’m most effective in remote-first SaaS organizations that value written clarity, sound judgment, and systems that scale beyond individual effort. I’m drawn to Customer Success teams that prioritize disciplined execution, trust, and sustainable revenue growth. Relocating to the San Francisco Bay Area in June 2026 and open to remote, hybrid, and on-site roles. Available June.
• Led store from #14 to #1 in district within 6 weeks by restructuring execution priorities, improving conversion strategy, and aligning team performance to revenue-driving behaviors • Drove 200%+ performance against credit acquisition targets through real-time coaching, metric visibility, and clear ownership across team members • Managed high-variability daily revenue environment ($2K–$27K+) by adjusting staffing, workflows, and execution strategy to maintain performance under shifting demand • Identified breakdowns in process clarity and ownership, redesigning workflows to reduce friction across operations, inventory, and customer experience • Owned performance across conversion, engagement, and payroll alignment, translating behavioral trends into forward-looking projections and early risk signals • Trained and developed 10+ employees, improving consistency, accountability, and customer-facing decision-making
• Built and managed high-touch client portfolio ($500–$4,000 services) with strong repeat rate (12 of 15 clients retained) • Owned full client lifecycle from acquisition through delivery and follow-up, ensuring consistent experience and long-term engagement • Developed personalized engagement strategies that improved retention, trust, and expansion through demonstrated value • Implemented scheduling and payment systems (Stripe, Calendly, Klarna) to streamline operations and improve client experience
• Owned end-to-end customer lifecycle operations across bookings, onboarding, and post-experience engagement, supporting ~$2M–$3M annual revenue exposure • Implemented and optimized FareHarbor booking system, configuring pricing, scheduling rules, and workflows to improve efficiency and experience consistency • Designed cross-functional operating systems across scheduling, staffing, provisioning, and communication to deliver consistent outcomes at scale • Identified retention drivers and repeat customer patterns (~40%), adjusting operations and experience design to improve loyalty and revenue stability • Managed escalations and high-touch customer needs, ensuring trust, safety, and premium experience standards were maintained • Partnered with ownership on operational strategy, providing visibility into performance trends, customer experience risks, and growth opportunities