Director of Customer Success
About Me
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.
Skills
Project ManagementSalesforceStakeholder ManagementCustomer SuccessJiraLeadershipOnboardingTeam BuildingCustomer Retention
Education
Master of Science in Information Technology Management
Concentration in Innovation and Entrepreneurship
Bachelor of Science
Experience
Executive owner for the company’s largest strategic channel partners within a leading Vertical SaaS platform for the insurance industry. Drove 120% revenue growth by shifting the operating model from reactive support to proactive value realization, significantly increasing Net Revenue Retention (NRR). Managed a $120M ARR portfolio, serving as primary executive sponsor for key enterprise accounts. Simplified user journeys for non-technical agents to increase platform utilization. Architected a data-driven At-Risk intervention playbook using Power BI health scores, reducing churn by 5%. Established and chaired a Customer Leadership Council. Led and mentored a team of 11 Customer Success Managers, establishing SOPs for onboarding, QBRs, and renewals.
Implemented a data-driven product management culture leveraging analytics to identify friction points in user workflows, increasing product stickiness. Partnered with Engineering, Sales, and Marketing to execute a product roadmap aligned with executive revenue targets.
Led complex, high-stakes implementations for top-tier enterprise customers. Established the Enterprise Services Group foundation to handle large-scale rollouts.
Managed global technology transitions for over 10,000 employees, implementing Organizational Change Management frameworks to ensure user adoption across diverse geographies. Delivered complex transformation projects 100% on-time and under budget, managing stakeholder expectations at the VP/C-Level.
Acted as the Fixer for high-severity escalations, rescuing four at-risk state-level government accounts by resolving systemic delivery issues and rebuilding client trust. Stabilized troubled implementation projects in a high-compliance environment, ensuring delivery assurance and protecting long-term contract value.