New York City Metropolitan Area
I've spent 7 years working on the commercial side of B2B SaaS. Not the flashy parts, but the infrastructure underneath: revenue systems nobody wants to own, CS functions built from scratch, and AI workflows that actually change how a commercial team operates. My experience spans company stages. Standing up CS from 3 to 62 institutional accounts at a $24B platform, owning 25+ enterprise accounts, delivering 125% NRR and 95% renewal rates across my book. Taking a B2B SaaS channel from zero at an early-stage AI company, growing users 83% in 3 months with no inherited playbook, improving LTV/CAC to 1.33 by cutting CAC 25% across five channels. Building deal intelligence and AI-powered agentic workflows at a PE firm across 250+ targets, cutting qualification time 60%. Each stage taught me the same thing: when a commercial problem is a systems problem, and when it's a people problem. That distinction is what I bring. On AI, I work hands-on with Claude Code and agentic workflows. I think carefully about where it actually changes how a team executes and where it's mostly noise. Open to conversations about Senior CSM and Strategy & Ops, Partnerships, and AI Implementation at B2B SaaS companies.
- Built AI-native deal intelligence system across 250+ targets, cutting qualification time 60% - Built agentic AI outreach workflows, achieving above-benchmark response rates - Delivered Pre-NDA due diligence workbooks, covering revenue verification, legal records, and competitive risk across acquisition targets
- Diagnosed 87% engagement drop across 15+ accounts, identifying root cause in 2 weeks - Stabilized 80% of at-risk accounts, protecting $850K ARR through structured recovery framework - Grew signups 50% and followers 80% through regional outreach across Twitter and Telegram - Built market entry framework across 4 international markets, covering user sizing, segmentation, targeting, and promotions
- Grew user base 83% (12K to 22K) in 3 months across 4 channels - Built B2B pipeline from zero, generating 18 EOIs with no prior channel or playbook - Designed pricing strategy with CEO, contributing to 25% CAC reduction and 1.33 LTV/CAC - Designed referral program reaching 12,000 users, boosting premium subscribers 20% - Built AI-native creator management dashboard tracking social analytics across 4 channels
- Improved renewal efficiency 20% through lifecycle gap analysis across 5 channels - Informed $50K+ in retention decisions through executive-facing cross-channel attribution framework - Converted 18% of 1,200 attendees into qualified pipeline through 6 co-branded partner programs
Customer Sucess - Delivered 125% NRR and 95% renewals across 62 accounts, protecting $7M ACV - Grew CS from 3 to 62 institutional accounts, building all workflows from scratch - Raised NPS 30% through automated early warning system across full portfolio - Improved retention 45% and cut churn 15% through health scoring framework - Owned OKR cadence across 10-person cross-functional team Growth Operations - Drove 200% product activation through Tableau and SQL analytics framework - Cut CAC 25% and lifted lead conversion 35% across 5 channels - Informed $500K+ monthly budget decisions through executive-facing attribution models - Built A/B testing framework driving 70% improvement in account outcomes
- Scaled remedial intervention across 10 branches, reaching 10,000 students through segmented targeting - Improved satisfaction across 3,000 at-risk accounts through structured coaching and performance tracking