Director of Customer Success

I am a data-driven Customer Success Director with over 12 years of experience scaling operations in high-growth Vertical SaaS environments. My expertise lies in driving adoption among non-technical user bases and managing portfolios exceeding $120 million in Annual Recurring Revenue. I have a proven track record of delivering 120% revenue growth through strategic upsell and cross-sell initiatives while reducing churn by 5% using rigorous health frameworks.

I excel at building enterprise-grade success teams that bridge the gap between complex software solutions and operational business needs. Throughout my career, I have led teams of over 11 Customer Success Managers, establishing standard operating procedures for onboarding, quarterly business reviews, and renewals.

My professional journey includes executive ownership of strategic channel partners within Vertical SaaS platforms, where I have driven significant revenue growth and portfolio expansion. I am adept at overcoming adoption barriers in traditional industries by simplifying user journeys for non-technical agents, which directly increases platform utilization.

I have also established and chaired Customer Leadership Councils to facilitate direct feedback loops between C-Level customers and product leadership, ensuring alignment of roadmaps with market needs. My leadership style emphasizes talent development, executive sponsorship, and advisory board participation.

In addition to my customer success expertise, I have experience in project management and organizational change management, delivering complex transformation projects on time and under budget. I hold a Master of Science in Information Technology Management with a concentration in Innovation and Entrepreneurship, and I am ITIL v4 certified in Service Management Strategy.

I am passionate about leveraging data and analytics tools such as Salesforce, Power BI, Gainsight, and Jira to drive operational scale, churn mitigation, and revenue growth. I am committed to continuous improvement and strategic expansion in the Vertical SaaS sector.