New York City Metropolitan Area
I solve problems that most people don't even know exist yet, and I've been doing it across the full customer journey for over eight years. Most of my career has been in customer success: managing enterprise portfolios, driving renewals, and building the operational foundations that keep clients engaged long after go-live. At Omdia I supported Fortune 500 accounts across the Americas. At Localyze I rebuilt CS processes through an acquisition and drove a 95% renewal rate. At Fiserv I helped stand up a CS function from scratch, including NPS programs, health metrics, and Voice of the Customer initiatives. What makes me a little different is that I can also build things. Not because I have an engineering background (my credentials there are some MySpace HTML and a JavaScript calculator I built in 2015), but because I've leaned hard into AI tools to punch way above my technical weight class. In my current role at Hubflo, I lead implementations end-to-end, designing automations, integrations, and workflows that turn complex business needs into systems that actually stick. I've shipped REST API tooling, multi-platform integrations, and a client-facing onboarding hub that I genuinely had no business building. The combination means I understand what clients need on day one and what they'll need six months later. I spot friction early, build solutions that scale, and stay involved to make sure technical wins translate into real business outcomes. That's why I've never been satisfied just answering questions or following a playbook. The real work is understanding what success looks like for each client and helping them get there. Also into skiing, running, and board games :)
Hubflo is a client portal and workflow automation platform designed to help service-based businesses manage onboarding, projects, documents, and client communication in one centralized space. - Led onboarding and implementation for 20+ clients across legal, accounting, MSP, and creative sectors, translating business needs into scalable workflows and automations. - Collaborated cross-functionally with product and engineering to relay client feedback, surface UX friction, and prioritize roadmap improvements. - Designed and launched implementhubflo.com, a self-serve onboarding portal and project management microsite built using Next.js, Supabase, and Tailwind; improving onboarding clarity and reducing support dependency. - Designed, coded, and launched an internal tool to help implementation team with manual onboarding tasks by leveraging Hubflo's REST API. Ability to batch import contacts, workspaces, tasks, create folders and files, as well as auto-invite contacts. - Integrated REST APIs, webhooks, and automation tools like Zapier and Make.com to eliminate manual tasks, connect third-party tools (e.g. Stripe, Xero, ClickUp), and enable real-time client updates. - Balanced 10–15 onboarding projects simultaneously, setting clear execution timelines, facilitating stakeholder alignment, and ensuring timely go-live. - Synthesized client feedback from onboarding calls, portal usage, and technical blockers into structured reports to influence feature design and support documentation. - Authored internal onboarding playbooks, templates, and resource libraries to reduce time-to-value and drive consistency across implementations. - Regularly troubleshoot API issues, resolve Zapier logic errors, or debug portal configurations hands-on when needed.
Global leader in financial technology and payments. - Helped establish and operationalize the Customer Success function within the SnapPay division, creating onboarding frameworks, internal playbooks, and CS performance benchmarks. - Designed and implemented an NPS program across SnapPay, including survey design, automation, and quarterly insights reviews. - Launched and facilitated a cross-functional Voice of the Customer (VoC) program, leading monthly meetings attended by stakeholders across product, sales, engineering, and support to drive accountability and prioritize feedback-based improvements. - Defined key client health metrics and reporting dashboards to monitor onboarding success, adoption, and satisfaction over time. - Partnered with engineering and compliance teams to streamline rollout of digital banking and payment products while ensuring support readiness and training alignment. - Created enablement materials and onboarding training plans for new CSMs, reducing ramp-up time and ensuring knowledge consistency.
EliseAI builds conversational AI solutions for real estate, enabling leasing teams to automate communication, scheduling, and lead management with prospective tenants. - Played a key role in building foundational CS operations during a critical early-growth stage, establishing standardized onboarding workflows, training documentation, and escalation procedures. - Collaborated closely with engineering and product to prioritize client-reported issues and influence roadmap planning through structured sentiment and feature-request tracking. - Built internal tooling templates and documentation to enable faster ramp-up for new CSMs and increase process consistency across accounts.
Localyze is a global mobility platform helping companies relocate and manage international employees through a streamlined, compliant SaaS solution. (via TruePlan acquisition August 2022) - Managed enterprise accounts post-acquisition, aligning customer goals with platform capabilities across relocation, immigration, and workforce forecasting. - Collaborated with finance and HR stakeholders to implement TruePlan’s headcount and compensation planning tools. - Drove 95% renewal rate among key accounts through proactive engagement and strategic check-ins. - Helped transition TruePlan customers to Localyze post-acquisition by creating support documentation and leading knowledge transfer sessions. - Led CS process redesign following the acquisition of TruePlan, merging relocation and workforce planning workflows into a single scalable framework. - Worked cross-functionally to implement a success plan model across both legacy and new accounts, driving consistency in onboarding and renewal strategy. - Helped define and roll out CS tech stack (HubSpot, project tracking tools) and internal documentation to support a distributed team.
Omdia is a global technology research and advisory firm providing market insights across telecom, media, and IT, helping enterprise clients make data-driven decisions. - Led a team of CSMs supporting enterprise clients across the Americas, ensuring retention and upsell of $5M+ in ARR. - Oversaw onboarding and account strategy for Fortune 500 clients using Salesforce and custom insights platforms. - Created survey frameworks to collect NPS and client health data, driving quarterly business review success. - Partnered with product and research to tailor deliverables to client use cases across competitive intelligence and market forecasts.
- Owned a portfolio of 40+ enterprise accounts in telecom, media, and cloud services verticals. - Delivered onboarding, training, and usage expansion strategies for syndicated and custom market research. - Worked closely with sales and research analysts to ensure renewal targets were met or exceeded. - Advocated for client needs in product development conversations, helping improve platform usability and data delivery.