Greater Minneapolis-St. Paul Area
As a Chief Customer Officer, I lead large‑scale customer, services, and delivery organizations through growth, transformation, and operational modernization. I bring a strong track record of driving revenue expansion, strengthening retention, and elevating the customer experience across global SaaS, healthcare, and public safety markets. I excel at aligning organizations around the Voice of the Customer, building mission‑critical executive relationships, and empowering teams to deliver predictable, measurable results. With deep cross‑functional experience and a collaborative leadership style, I drive clarity, accountability, and standout performance in fast‑moving, high‑stakes environments. SKILLS, COMPETENCIES & EXPERTISE: Customer Success • Client Support • Services & Delivery • Revenue Growth • Renewals • Product & Market Strategy • VoC • KPI & Health Management • M&A Integration • Global Operations • Organizational Development • Executive Stakeholder Engagement
ImageTrend delivers mission‑critical software and data solutions for EMS, fire departments, hospitals, and other healthcare organizations. Our platform supports incident reporting, patient care documentation, analytics, and operational insights to help agencies improve performance, enhance care delivery, and strengthen outcomes for the communities they serve. • Lead enterprise‑wide customer strategy spanning customer success, professional services, support, renewals, and customer advocacy for a mission‑critical SaaS platform with direct accountability for retention, expansion, and long‑term revenue durability. • Drive net revenue retention by executing structured adoption, expansion, and value‑realization programs that increase product utilization, solution attach, and multi‑year customer commitments. • Partner with Sales and Product to identify expansion opportunities across existing accounts, including additional licenses, modules, services, and enterprise‑wide deployments, and strengthening ARR growth. • Oversee customer operations for a platform that processes millions of incidents each week across government systems, ensuring reliability, adoption, and revenue continuity in high‑stakes, zero‑failure environments. • Embed the Voice of the Customer into roadmap prioritization, pricing and packaging decisions, and go‑to‑market execution, aligning product investment with expansion potential and customer lifetime value. • Lead organizational scale initiatives focused on customer journey optimization, KPI performance management, renewal predictability, and expansion readiness, improving forecast accuracy and supporting sustainable ARR growth. • Serve as a trusted executive advisor to customers, industry partners, and internal stakeholders, reinforcing ImageTrend’s role as critical infrastructure while strengthening long‑term customer relationships and revenue expansion.
A leader in content services solutions that intelligently connect all types of content and data enterprise-wide, Hyland serves 15,000+ customers globally, including over half of the Fortune 100. • Led customer retention and expansion and drove the customer success strategy for products and services globally. Ensured a high level of cross-functional collaboration with Sales, Marketing, and Product Development to deliver a consistent and positive customer experience across all touchpoints. • Identified the need for a more proactive approach in addressing the customer journey, improving customer retention, and increasing on-time renewals. Implemented a global Customer Success Program and Team, segmented customers, and leveraged human and digital engagement strategies to better connect with clients. • Centralized a wealth of customer feedback and data scattered across multiple departments and systems to build a holistic view of the customer experience and drive improvements in products and services. Assembled a cross-functional team to collect, analyze, and act on data, leveraged advanced analytics in trend identification, and shared findings across departments to mitigate churn and improve net retention. • Implemented a customer expansion initiative that identified customers in need of additional licenses, solutions, and services to generate a significant increase in referable customers and expansion of opportunity pipeline. Developed multi-year expansion roadmaps, executed adoption and expansion programs for new products and releases, and formalized the Customer Success Manager role to strengthen customer relationships. • Completed the acquisition and integration of Alfresco in 2020 and Nuxeo in 2021, encompassing personnel, content services platforms, and digital assets management solutions.
• Led sales and services delivery across key global markets to maximize growth and advance Hyland’s overarching business objectives. Increased market share and company revenue, which played an instrumental role in the growth of the Hyland business. • Implemented a new strategic approach that accelerated new software and services bookings. Leveraging the full portfolio of Healthcare solutions, acquired new customers to establish a reference base, and enabled a rapid expansion of Hyland’s market presence. • Developed a comprehensive strategic plan that successfully expanded service engagements. Maintained a focus on pinpointing key growth opportunities, upskilling teams to effectively sell services, positioning solutions to drive client business objectives, and building strong customer relationships. • Addressed a significant challenge in effectively engaging customers, increasing service utilization, and driving customer satisfaction. Created a multi-pronged approach that developed and launched new customer-focused services, leveraged KPI metrics to continuously improve delivery and engagement, and introduced a customer success program to better engage customers, fully understand their needs, and guide them to the correct services. • Completed key healthcare acquisitions of Perceptive, OneContent, and the Streamline Health ECM business.
• Developed and executed the global health technology services strategy and led the implementation of health technology products and services across multiple geographies. Worked closely with stakeholders to ensure the successful delivery of complex health technology services and solutions across a range of content management platforms in the Acute, Post-acute, Payer, Federal, and International Healthcare markets. • Generated growth in services bookings and accelerated expansion in services billings which directly contributed to overall company growth. • Managed an international Solution Delivery, Solution Implementation, Standards, and Consulting team. Provided the team with the training and resources to succeed, with a core focus on communication and achieving the highest standards for the division.