Customer Success Lead

Serve on the advisory board for a multinational AI and enterprise software firm while leading concurrent client engagements across fintech, healthcare, and e-commerce.

Recovered an at-risk account after a status-reporting failure left a milestone months behind with contractual consequences. Rebuilt the delivery plan, hired and trained a new lead, established artifact-based status verification, and led the catch-up effort that met the date and preserved the customer relationship.

Own product delivery and the client relationship for a consumer AI platform with more than 50,000 registered users, including a contracted milestone-based build for a national tournament organization.

Run weekly customer reviews and maintain daily delivery evidence. Re-scoped the platform after a late feature pivot, protected the delivery team, retained the relationship, and adapted onboarding and group features to the client's member organization model.

Managed multiple concurrent embedded, client-facing delivery engagements and acted as the relationship owner within client organizations.

Led discovery workshops, delivery-status cadences, expectation setting, direct scope negotiation, and communication across engineering and executive stakeholders. Identified follow-on scope and account-growth opportunities from within active engagements.

Served as the internal customer advocate for more than 40 product teams at a top-five U.S. bank, translating requirements between product, engineering, and security partners through resolution and documentation.

Drove adoption of shared capabilities based on measurable usage, led buying-side vendor security reviews covering PCI, PII, and SOC 2, and improved review throughput by more than 250% through an AI filtration layer. Presented outcomes to C-suite and non-technical business stakeholders.

Founded and lead a consumer SaaS platform with more than 70,000 registered users and recurring subscription revenue.

Own onboarding, subscription, retention, and re-subscription loops for more than 8,000 monthly active users. Manage vendor, hardware-manufacturer, and distribution-partner relationships, prioritizing retention and customer value over registration volume.

Managed delivery activities in a fintech and payments environment, serving as an escalation path for issues spanning multiple teams.

Built enablement programs that improved organizational maturity and supported clearer, more reliable delivery across stakeholders.

Provided high-acuity clinical respiratory care in a healthcare environment for seven years.

Built strong communication, de-escalation, and decision-support skills by explaining complex and high-stakes situations clearly to patients, families, and care teams under pressure.

Associate of Applied Science in Respiratory Therapy. Additional certifications include ISC2 Certified in Cybersecurity, AWS Cloud Practitioner Essentials, AWS Agentic AI Essentials, Microsoft Azure Fundamentals (AZ-900), Advanced SAFe Scrum Master, Certified ScrumMaster (CSM 5.0), PSM I, and ICAgile Agile Fundamentals.