A senior-level leader with 15+ years of expertise in all aspects of customer success with a dedication to building winning relationships with customers. Accomplished career managing and coaching industry-leading talent in all post-sales functions. Hands-on approach to solving problems among cross-functional teams, including sales, engineering, product, and marketing. Tech savvy with strengths in GSuite, Slack, Zoom, Intercom, Salesforce, Jira, Hubspot, Shopify, Shopify Plus, and Shopify app integrations.
Owned and managed the full customer pre-sales process, including customization of product demos to align with customer pain points. Leveraging deep understanding of e-commerce dynamics, customer behavior, and platform capabilities to implement optimal product usage and value.
Transitioned to an executive-level role with the primary focus of leading the team and company to asset acquisition. Coordinated short- and long-term planning, strategic decision-making, and resource allocation to properly control costs.
Owned managing customer success and support team in a fast-paced environment. Coached and supervised the team, serving as customers' voice to drive adoption and long-term growth for new and existing customers. Owned all customer escalations.
Oversaw customer success operations and implementations with a team of three top-performing onboarding specialists responsible for end-to-end ownership of 200+ new accounts. Partnered with the Marketing team to completely overhaul and improve the company's customer training program, Emma 101, designing and launching an automated onboarding email workflow to nurture lower-tier accounts.
I lead a remote Client Experience team of five across four time zones, supporting warehouse management software for eCommerce brands and 3PL providers. I own support operations, including queue management, escalations, SLAs, QA, reporting, and workflow automation, while staying hands-on with complex customer issues. I partner closely with Engineering to triage bugs, prioritize fixes, coordinate releases, and represent the Voice of the Customer in product and leadership discussions. I’ve built scalable onboarding workflows that reduced time to value by 10%, developed customer communication and beta programs to improve product adoption, and created playbooks and training programs to strengthen team performance. I also use AI tools including custom GPTs and Claude Code to streamline support workflows, troubleshoot complex issues, improve documentation, and help expand AI-powered self-service.
Marketing & Adverstising
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