Enterprise SaaS Customer Success Leader

Healthcare Industry Customer Success Team Leader (Jan 2026 – Present): Supervising 7 CSEs with $80M SaaS portfolio; responsible for team KPI achievements and operational practices. Coached CSEs to align and prioritize activity with retention and renewal risk objectives. Created playbook for CS license renewal motions and forecasting. Rolled-out scaled knowledge sharing program for AI solution sales education. Used GenAI to standardize Gainsight customer summaries for executive sponsors.

Customer Success Process Director (April 2024 – Dec 2025): Managed $1B global ERP SaaS portfolio. Implemented CS lead-generation program doubling quarterly CS team lead volume from Q3 to Q4 2025. Standardized CSE onboarding activities, halving time to onboard new customers and accelerating time-to-value. Improved CSE engagement during product implementation, decreasing risk and increasing post go-live customer references by 33%. Trained colleagues on Gainsight templates and playbooks for critical customer journey activities, standardizing global CSE practices.

Customer Success Executive (April 2023 – Dec 2025): Managed $15M healthcare SaaS ERP portfolio. Achieved 110% net revenue retention by expanding relationships and aligning technology investments with business strategy. Improved customer sentiment scores at every account 2024-2025. Received 2025 AI solution sales award for driving most AI-related license revenue. Delivered proposal to Infor President to reduce siloed innovation and adoption approaches contributing to 2026 enterprise adoption initiative.

Healthcare Services Client Partner (Dec 2021 – April 2023): Closed $10M in sales (125% of 2022 quota) enabling customers with multi-year managed services, SaaS ERP advisory projects, and ERP implementation services.

Managed team of 10 cloud and SaaS software resellers and licensing experts in Southeast US, serving as account manager for large healthcare providers. Grew territory sales from $8M to $15M from 2018 to 2020. Achieved 50% year-over-year growth from 2018-2019 after rebuilding sales team. Led 4 team members to President’s Club in 2019 and 2020 (3 first-time qualifiers).

Promoted to own P&L for Southeast US; exceeded 10% net income annually. Secured MSAs and billable projects with 12 new enterprise logos across territory. Recognized as Perficient Office of the Year (2012).

Grew firm from 30 to 110 consultants through relationship development, referral marketing, team-building, and staff retention. Earned “Best Place to Work” recognition and Inc. 5000 Fastest Growing Companies listing. Tripled revenue from 2006-2010 after promotion to company president.