Dallas-Fort Worth Metroplex
Helping organizations turn customers into long-term success stories through strategy, empathy, and measurable results. I’m a Customer Success Manager with 15+ years of experience helping healthcare and technology organizations achieve measurable results through trusted relationships, proactive engagement, and data-driven strategy. I’ve led success initiatives for national and enterprise clients at CVS Health (iScribe), Willis Towers Watson, Gainwell Technologies, and Ceris Health — driving adoption, retention, and renewals across SaaS and health-tech platforms. My approach blends empathy and analytics to ensure customers realize true value and long-term success. I specialize in: • Customer Retention & Renewal Strategy • SaaS Implementation & User Adoption • C-Suite & Enterprise Relationship Management • Customer Health Analytics & QBRs • Cross-Functional Leadership & Collaboration Known for clear communication, strategic follow-through, and a partnership mindset, I help transform accounts into lasting success stories. I’m passionate about helping customers reach their goals and aligning technology with outcomes that make a difference. Currently pursuing new opportunities to bring my Customer Success expertise to an innovative organization focused on growth, retention, and client value. Contact me at 469-637-4818 or [email protected] with any opportunities in customer success management.
• Lead all client success and business operations for a Texas-based Life & Health Insurance agency, focusing on customer retention, satisfaction, and long-term value. • Develop and execute personalized client engagement campaigns that drive new policy acquisition and strengthen renewals. • Manage full P&L performance, achieving $100K+ in positive annual cash flow through operational efficiency and strategic growth initiatives. • Deliver tailored insurance solutions for hundreds of clients annually, ensuring personalized coverage ranging from $50K to $5M and maintaining high satisfaction and retention.
Ceris Health helps healthcare payers improve claim accuracy and reduce costs through data-driven payment integrity and clinical validation solutions. • Managed a portfolio of six national health plan clients representing over $25M in revenue, achieving 100% client retention through proactive engagement and strategic relationship management. • Oversaw the adoption and success of Itemized Billing Review and Payment Integrity (DRG Validation) solutions, guiding clients from implementation through long-term value realization. • Conducted ROI analyses and quarterly business reviews (QBRs) to highlight measurable client savings and program outcomes, strengthening executive partnerships. • Partnered with Sales and Product teams to design scalable success strategies, resulting in two new contracts valued at $1.5M annually each in the first year. • Built best practices for account health tracking, reporting, and customer success planning to improve client experience and operational performance.
Willis Towers Watson (WTW) is a global advisory and insurance solutions leader helping organizations manage risk, benefits, and people strategy. • Onboarded and supported 27 Fortune 500 clients transitioning to WTW’s Individual Medicare Health Exchange (Via Benefits), achieving a 100% implementation success rate and 100% client referral record over 4.5 years. • Directed cross-functional teams in project management, data integration, communications, and marketing to ensure seamless onboarding, adoption, and client satisfaction. • Acted as a Customer Success lead for enterprise clients—driving retention, program readiness, and satisfaction through proactive engagement and strategic follow-through. • Partnered with C-suite executives to design retiree transition programs that generated $80M in revenue and strengthened long-term relationships. • Earned multiple awards, including “Rookie of the Year” and “The Genuine,” recognizing leadership, innovation, and client impact. • Resolved a high-profile client escalation through an innovative action plan that preserved $3M in contract value and reinforced executive trust.
Gainwell Technologies empowers government and healthcare clients with advanced technology solutions that improve program delivery and patient outcomes. • Led a nationwide portfolio of 21 enterprise healthcare accounts, overseeing retention, renewals, and customer satisfaction initiatives that achieved 100% client retention and an average 4.5/5 CSAT score. • Expanded the client base from 4 to 21 accounts while growing the book of business 620% over 5.6 years, consistently exceeding 15% annual growth goals. • Built and managed a team of five account managers, mentoring them in proactive customer success practices, value delivery, and relationship development. • Collaborated with Operations, Finance, and C-Suite teams to create 1% variance revenue forecasts, improving financial accuracy and executive confidence. • Partnered cross-functionally to implement success frameworks that strengthened adoption, improved communication, and enhanced client engagement.
iScribe Consulting, a division of CVS Health, supported healthcare providers nationwide in the adoption and optimization of e-prescribing and clinical software solutions. • Directed a national Customer Success and Implementation team of 17 field employees across 16 states, supporting more than 3,000 healthcare end users. • Drove e-prescription adoption up 3,200%, achieving 90% utilization and leading the U.S. in total eRx transmissions. • Implemented structured success plans and user engagement strategies that increased satisfaction, improving CSAT scores from 4.0 → 4.7. • Partnered cross-functionally with Product and Operations teams to resolve escalations, streamline onboarding, and enhance the customer experience. • Led the full transition of iScribe customers to Veradigm within six months, ensuring seamless service continuity during a national technology migration. • Developed national success frameworks and best practices for client engagement, training, and post-implementation support.
iScribe Consulting, a division of CVS Health, supported medical practices in adopting and optimizing e-prescribing and clinical software platforms. • Managed onboarding and implementation for 200+ medical practices across Texas, leading all phases from hardware/software setup to workflow integration and user training. • Drove 93% utilization within assigned territories and exceeded adoption benchmarks through proactive engagement and personalized success support. • Delivered ongoing success consultations that improved practice efficiency and user satisfaction, maintaining an average 4.7/5 CSAT rating. • Partnered with technical and product teams to identify customer needs, influence feature enhancements, and improve overall experience. • Increased product adoption by 43% by promoting mission-critical features, such as drug-to-drug interaction alerts, that boosted user engagement and safety.