Enterprise SaaS Customer Success Leader
About Me
I am an AI-certified SaaS Customer Success leader and technology services consultant with over 20 years of experience creating great customer experiences, building lasting relationships, and driving KPI improvements. My hands-on, player-coach leadership style has helped improve net revenue retention, reduce churn, and build high-performing teams. I have extensive experience in developing effective and repeatable customer success practices and playbooks that enhance onboarding, risk management, AI and product adoption, lead generation, and executive stakeholder engagement.
Throughout my career, I have been known for establishing trusted advisor relationships and accelerating time-to-value for enterprise clients. I currently lead a healthcare industry customer success team managing a significant SaaS portfolio, where I supervise and coach Customer Success Executives to align their activities with retention and renewal risk objectives. I have created playbooks for license renewal motions and forecasting, and implemented scaled knowledge sharing programs for AI solution sales education.
Previously, I served as Customer Success Process Director for a global ERP SaaS portfolio, where I implemented lead-generation programs that doubled quarterly lead volume and standardized onboarding activities to accelerate customer time-to-value. I have improved customer success engagement during product implementation, reducing risk and increasing customer references. I also trained colleagues globally on Gainsight templates and playbooks to standardize customer journey activities.
In my role as Customer Success Executive, I achieved 110% net revenue retention by expanding relationships and aligning technology investments with business strategy. I improved customer sentiment scores consistently and was recognized with an AI solution sales award for driving the most AI-related license revenue. I have also contributed strategic proposals to senior leadership to enhance enterprise adoption initiatives.
Earlier in my career, I held leadership roles in sales and general management, growing territories significantly and managing large teams. I founded and grew a consulting firm from 30 to 110 consultants, earning recognition as a best place to work and achieving rapid revenue growth. My skills span customer success strategy, AI adoption, SaaS onboarding, risk mitigation, team leadership, CRM platforms, and healthcare technology.
Skills
SalesforceCRMBusiness DevelopmentProcess ImprovementRelationship ManagementTrainingLead GenerationTeam LeadershipTeam ManagementForecastingConsultingTeam BuildingERP
Education
Bachelor of Science in Commerce (MIS & Marketing)
Certificate in AI Apps for Healthcare
Wellness Coach Certificate
Certificate in AI in Healthcare
AWS AI Practitioner Certificate
Certificate in Growth Strategy
Certified Personal Trainer
Experience
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.