Celina, Texas, United States
I’m a results-driven Professional Services & Customer Success leader with 15+ years of experience scaling post-sales delivery organizations in SaaS, cloud security, and cybersecurity. I specialize in building high-performing global teams, driving $40M+ annual services revenue, and creating customer-centric frameworks that reduce churn, accelerate time-to-value, and unlock long-term customer growth. What I’m known for: Leading global teams of 100+ consultants, project managers, and success leaders to deliver enterprise SaaS and cybersecurity solutions Driving double-digit YoY revenue growth, operational efficiency, and 30%+ margins in Professional Services organizations Reducing churn by 60% and increasing upsell opportunities by 25% through proactive Customer Success strategies and playbooks Implementing automation & data-driven insights (Go, Python, predictive analytics) to optimize deployments and improve customer experiences Aligning service delivery execution with business strategy, ensuring measurable outcomes for both customers and the business I believe exceptional customer experiences are built on a proactive, outcome-driven approach—where success is measured not just by project completion but by the value customers realize long after deployment. My leadership philosophy blends technical depth with business acumen, empowering teams while fostering strategic customer partnerships.
I lead Zscaler’s Professional Services organization across the Americas, overseeing an 85-person global team of consultants, PMs, and technical leads. I’m accountable for $40M+ in P&L and drive performance across delivery efficiency, CSAT/NPS, and product adoption. I introduced a post-sales delivery model centered around customer journey mapping, which significantly reduced churn and increased expansion revenue. I also built and led an automation team that developed toolkits in Go and Python to accelerate migration from competitor platforms—cutting time-to-deploy by 60%+ and streamlining global service delivery. By implementing structured onboarding, proactive lifecycle engagement, and high-impact playbooks, I’ve helped drive top-tier customer success outcomes across Fortune 500 clients.
Oversaw delivery across North and South America for Zscaler’s cloud security solutions. Managed a 30-person global team and helped achieve 23% YoY revenue growth. I built a structured onboarding bootcamp (virtual training, labs, and delivery simulations) that reduced ramp-up to 8 weeks. I also introduced automation frameworks to standardize configurations, reducing errors and improving efficiency by 40%+.
Led service delivery operations for the South-Central U.S., managing a $6M+ book of business and driving a 15% revenue increase through improved utilization and team performance. Directed a 14-member consultant team implementing cybersecurity automation and load balancing solutions. I also developed a professional growth plan that increased cloud/security certifications by 40%, elevating team performance across the org. Partnered closely with sales and business development to repackage offerings into solution bundles, boosting pre-paid bookings by 20% and expanding customer engagement.
Oversaw F5’s largest hardware migration program for a major U.S. banking institution, managing a $15M+ multi-year lifecycle initiative. Set new operational benchmarks for migration velocity and process excellence. Migrated spreadsheet-based planning systems to Salesforce, recovering 100+ hours per month and enabling better forecasting, project control, and delivery efficiency.
Led complex DoD, Federal, and enterprise client engagements (fixed-fee and T&M), driving $10M+ in annual product adoption and services revenue. Created a structured onboarding and training program for new hires, cutting ramp-up time by 50%. Partnered cross-functionally to ensure consistent project delivery across critical infrastructure and security deployments.
Managed a $3M–$5M portfolio of federal clients, driving double-digit account growth through proactive lifecycle engagement, cloud transformation planning, and stakeholder alignment. Led Azure-based migrations, created customer success plans, and facilitated QBRs that tracked KPI progress, boosted CSAT, and increased retention. Played a critical role in aligning Microsoft's product roadmap with customer goals and served as a trusted advisor to executive stakeholders across national security and state/local sectors.
Developed internal .NET applications supporting defense logistics and operations. Collaborated across engineering and security teams to deploy secure data systems, automate manual processes, and support mission-critical analytics functions.