About Me
Experienced customer success leader with over 15 years of expertise in SaaS and enterprise software. Proven track record of building high-performing CS teams, driving client retention and growth, and optimizing the customer lifecycle. Skilled in change management, value consulting, and executive engagement. Passionate about empowering clients to achieve transformational outcomes.
10+ Years
of Customer Success Experience
$50M+
in Revenue Retention & Expansion
25+
Global Enterprise Clients Managed
Professional Experience
Senior Director, Customer Success
Acme Inc. | 2018 - Present
- Lead global CS team of 20+ to drive adoption, retention and growth for $200M+ ARR business
- Oversee portfolio of 50+ strategic enterprise logos; serve as a trusted advisor to senior executives
- Design and implement scalable programs to optimize onboarding, enablement and value delivery
- Partner with Product, Sales and Marketing to shape roadmap and go-to-market based on client feedback
Customer Success Manager
XYZ Corp. | 2010 - 2018
- Managed book of business of 20+ mid-market and enterprise accounts from onboarding to renewal
- Developed success plans aligned to desired business outcomes; tracked KPIs to demonstrate ROI
- Collaborated with Support, Professional Services and Product to deliver a unified customer experience
Education & Certifications
MBA, Business Administration
ABC Business School | 2008 - 2010
BS, Business Management
University of Nevada, Reno | 2010 - 2014
Certified Customer Success Manager (CCSM)
Customer Success Association | 2019
Let's Connect
I'm always happy to chat about all things customer success! Feel free to reach out: