Senior Customer Success Manager

I am a solutions-oriented operator with over 15 years of experience designing and implementing scalable processes across SaaS, logistics, and robotics environments. Throughout my career, I have independently identified systemic gaps and built frameworks that have become product features and team standards. I excel at translating complex technical concepts into clear business language for stakeholders, enabling better decision-making and adoption.

My approach combines diagnostic problem-solving with hands-on implementation to drive measurable outcomes, even in ambiguous and fast-changing environments. I have a proven track record of reducing onboarding friction and improving configuration accuracy through AI-assisted workflows, which have been integrated into core platforms.

I have led cross-functional teams spanning customer success, product, and engineering to resolve systemic challenges affecting client adoption and product-market fit. I am skilled at creating operational documentation and playbooks that enable consistent delivery across customer engagements.

In previous roles, I have systematically identified process gaps causing client disputes and implemented policies that drastically reduced claims requiring investigation. I have also conducted independent viability analyses to guide resource allocation decisions.

My technical background includes developing troubleshooting frameworks and best practices for robotics deployments, improving uptime and reducing support tickets. I serve as a technical liaison, translating system behavior for non-technical stakeholders to empower informed decisions without engineering escalation.

I am passionate about building knowledge bases and training materials that enhance customer self-service capabilities and standardize workflows across teams. I continuously seek to improve operational efficiency and customer satisfaction through data-driven insights and collaborative leadership.