Revenue Management & Growth

• Served SMB and Enterprise companies ($2M to $250M), both privately and publicly held, with experience leading through M&A and IPO.

• Built a brand new, recurring revenue team model that took a cost center to profitability in 6 months with 8x revenue growth in one year.

• Delivered success plan for company’s highest revenue growth account – 14x in 8 months ($5M revenue add).

• Achieved over 100% Net Revenue Retention (NRR).

• Created salvage campaigns to recapture revenue from churn.

• Established new revenue-generating service offerings.

• Developed pitch decks.

• Created cross-sell playbooks.

Client Management

• Created customer journey maps and helped drive cross-functional improvements, including Legal and Finance.

• Developed new onboarding processes that reduced onboarding time by 50%.

• Created health scores, risk monitoring, and an onboarding predictor.

• Designed customer marketing campaigns.

• CSAT scores consistently > 98%.

• Migrated all customers to a new platform.

• Implemented tools such as Gainsight, ClientSuccess, Salesforce, and ServiceCloud.

Team Strategy & Scale

• Implemented practices to turn reactive teams into a true, proactive customer success team model.

• Cross-functional leadership experience — partnered effectively with Sales, Marketing, Product, Engineering, Legal, Finance and others.

• Successfully built strong, cohesive teams with high morale, engagement, and productivity.

• Hired and expanded teams across multiple regions, with career pathing and scalable structure.

• Building playbooks for all stages of the customer journey, including risk and churn.

• 24/7 Support in a global follow-the-sun model, with familiarly with onshore/off-shore/near-shore markets.

• Implemented incident response management plans.

• Led team strategy and solutions workshops.

• Led companywide CX strategy that improved NPS by reducing friction with touchpoints across multiple teams (services, legal, finance, product, engineering).

Leadership Development

• Designed and managed a year-long Executive Mentorship Program.

• Developed multiple Subject Matter Expert (SME) programs for internal certifications.

• Established internal microsites and lessons for team learning and development.

• Created comprehensive career pathing across all roles.

• Women’s ERG and program creation.