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Customer Success leader with 12+ years of experience scaling post-sales teams for B2B SaaS companies serving enterprise and mid-market customers. Skilled in retention strategy, customer health analytics, executive business reviews, renewals, and cross-functional revenue operations. Known for building high-performing teams that improve adoption, reduce churn, and expand net revenue retention.
Expanded a customer success team from 14 to 38 employees while improving manager span of control, onboarding consistency, and performance visibility.
Built a renewal risk framework that increased quarterly retention forecast accuracy from 72% to 91% across enterprise accounts.
Established a quarterly executive sponsor program supporting 60 strategic accounts and improving stakeholder engagement across senior decision makers.
- Lead a 32-person customer success organization supporting $48M ARR across enterprise and strategic accounts with defined coverage models and playbooks.
- Increased gross revenue retention from 86% to 93% by implementing health scoring, escalation governance, and proactive renewal risk reviews.
- Partnered with Sales, Product, and Support to raise net revenue retention to 118% through adoption campaigns and expansion readiness planning.
- Reduced customer onboarding time by 31% by standardizing milestone tracking, executive kickoff templates, and implementation-to-CS handoff processes.
- Coached four frontline managers on performance management, account planning, and talent development, improving team attainment from 81% to 96%.
- Managed a team of 12 CSMs responsible for 420 mid-market customers and approximately $22M in annual recurring revenue.
- Improved product adoption by 27% by launching lifecycle-based engagement programs aligned to usage signals, renewal dates, and customer maturity levels.
- Decreased logo churn from 14% to 9% within four quarters through structured success planning and monthly at-risk account reviews.
- Built standardized QBR materials and business outcome dashboards that helped CSMs identify expansion opportunities and strengthen renewal conversations.
- Collaborated with Product leadership to prioritize customer feedback themes, contributing to roadmap changes that reduced support escalations by 18%.
Completed undergraduate business curriculum with emphasis in marketing, analytics, and organizational leadership.
Customer Success leader with 12+ years of experience scaling post-sales teams for B2B SaaS companies serving enterprise and mid-market customers. Skilled in retention strategy, customer health analytics, executive business reviews, renewals, and cross-functional revenue operations. Known for building high-performing teams that improve adoption, reduce churn, and expand net revenue retention.
Expanded a customer success team from 14 to 38 employees while improving manager span of control, onboarding consistency, and performance visibility.
Built a renewal risk framework that increased quarterly retention forecast accuracy from 72% to 91% across enterprise accounts.
Established a quarterly executive sponsor program supporting 60 strategic accounts and improving stakeholder engagement across senior decision makers.
- Lead a 32-person customer success organization supporting $48M ARR across enterprise and strategic accounts with defined coverage models and playbooks.
- Increased gross revenue retention from 86% to 93% by implementing health scoring, escalation governance, and proactive renewal risk reviews.
- Partnered with Sales, Product, and Support to raise net revenue retention to 118% through adoption campaigns and expansion readiness planning.
- Reduced customer onboarding time by 31% by standardizing milestone tracking, executive kickoff templates, and implementation-to-CS handoff processes.
- Coached four frontline managers on performance management, account planning, and talent development, improving team attainment from 81% to 96%.
- Managed a team of 12 CSMs responsible for 420 mid-market customers and approximately $22M in annual recurring revenue.
- Improved product adoption by 27% by launching lifecycle-based engagement programs aligned to usage signals, renewal dates, and customer maturity levels.
- Decreased logo churn from 14% to 9% within four quarters through structured success planning and monthly at-risk account reviews.
- Built standardized QBR materials and business outcome dashboards that helped CSMs identify expansion opportunities and strengthen renewal conversations.
- Collaborated with Product leadership to prioritize customer feedback themes, contributing to roadmap changes that reduced support escalations by 18%.
Completed undergraduate business curriculum with emphasis in marketing, analytics, and organizational leadership.
