Customer Success and Account Management Professional

I am a customer success and account management professional with a proven track record of driving client retention, revenue growth, and satisfaction across SaaS and technology platforms. I excel at building strategic relationships, optimizing customer experiences, and leveraging data-driven insights to deliver impactful results. Throughout my career, I have managed thousands of clients and millions in annual recurring revenue, consistently achieving high retention rates.

In my current role as an Account Manager at Procare Solutions, I manage over 2,800 clients representing more than $13 million in ARR. I develop and execute consultative strategies that improve client engagement and satisfaction, while increasing average customer spend through personalized recommendations and cross-selling. I proactively monitor customer health metrics to address churn risks before they impact the business.

Previously, I served as Lead Senior Success Manager at Smartcare, where I oversaw enterprise and mid-market accounts totaling over $20 million in ARR. I designed onboarding, training, and adoption programs that increased product utilization and retention. I also mentored new team members to enhance overall team performance and drove revenue growth through targeted upselling.

Earlier in my career, I worked as an Account Executive and Senior Customer Support Analyst at Smart Tuition / Blackbaud. I supported onboarding and implementation efforts, maintained high client retention, resolved complex system issues, and created customer-facing knowledge base content to streamline support. I also trained new hires to accelerate their onboarding process.

I am passionate about delivering exceptional customer experiences and continuously improving processes to maximize client success. I am skilled in Salesforce, Zendesk, HubSpot, and other SaaS platforms, and I thrive in collaborative, fast-paced environments where I can contribute to both client and company growth.