Collaborated with Chief of Staff, Marketing, Product, and Sales to uncover key gaps in Digital Customer Success—proactively escalated issues to CS leadership to drive organizational alignmentLed the launch of Cribl CX Office Hours for Commercial and Enterprise segments, collaborating with CX teams to identify key topics that ensured relevant and impactful discussions, directly addressing customer needsTrained and led a team of three Digital Customer Success professionals by providing tailored guidance on customer success principles, account health management, CSP platform training, internal operations and procedures, along with continuous feedback, account coaching, and project assignments for Digital SuccessImplemented a 90-day communication workflow that streamlined the onboarding process, optimized key touchpoints, and established Customer Success ownership of customer engagement to drive consistency and accountabilityEstablished a feedback loop with the AI team, identifying opportunities to optimize AI-driven insights for enhanced customer successCreated internal documentation, including technical questions tracking sheet, which improved the management of customer inquiriesMonitored low adoption rates during the first 90 days of onboarding, escalating issues faced by customers and driving initiatives to improve the onboarding experience

Created partnerships with Support, Professional Services, Marketing, and Sales to start development of the Digital programDesigned and implemented strategies for onboarding, activation, and customer adoption to enhance communication and engagementResegmented hundreds of accounts to ensure optimal Customer Success coverage, providing tailored updates to customers about relevant informationLaunched the initial phase of the Digital program, successfully managing and supporting several hundred accounts

Co-founder of CS SHEnanigans, a podcast series highlighting the basic skills of Customer Success and Account Management. From sharing hilarious stories to helping you combat the riskiest customers, we've got you covered!

***Worked at LogRhythm who merged with Exabeam in 2024Manage 36 top enterprise accounts, fostering relationships from C-suite executives to analysts/administratorsExecute high-yield tactics to ensure customers maximize their investment in our products and partnership, resulting in increased satisfaction and successful outcomesDevelop and deliver LogRhythm product demonstrations of all 5 products, driving higher adoption rates and creating expansion and upselling opportunitiesSkillfully negotiate renewal agreements with customers, leveraging strong relationships and showcasing the value of our products and services to achieve high renewal rates and increased revenueServe as a dedicated customer advocate, collaborating cross-functionally with teams such as Support, Professional Services, Product Management, Engineering, Marketing, and others to provide valuable insights and contribute to value creation initiatives, strengthening customer relationships and driving mutual successDeliver engaging Executive Business Reviews (EBR) and Quarterly Business Reviews (QBR) to customers, providing comprehensive insights into their business performance, product utilization, and growth opportunities

***Worked at LogRhythm who merged with Exabeam in 2024Managed a portfolio of 150 accounts in the Canada, West, and Central region, ensuring exceptional customer satisfaction and retentionAchieved a remarkable 117% retention rate in 2021 and 101% in 2022, surpassing targets and demonstrating strong customer relationship management skillsCollaborate cross-functionally with Sales, Professional Services, Support, and Product/Engineering teams to deliver exceptional customer experiences through effective communication and alignmentConducted impactful Service Reviews to drive adoption, spur growth, and strengthen the partnership between the company and its customers, identifying expansion opportunities and understanding customer needsDemonstrated proficiency in calculating maintenance renewals manually using Salesforce and Excel, successfully negotiating renewal contracts aligned with customer budgetingLeveraged sales tactics during service reviews to identify upsell and cross-selling opportunities, resulting in successful expansion sales and deeper customer relationshipsEnabled customers to achieve ROI with the product by promoting and facilitating the use of Co-Pilot, Training, and Product Coaching services, providing valuable resources and support for maximizing their investment

***Worked at LogRhythm who merged with Exabeam in 2024Utilized exceptional operational skills to streamline an average of 70 cases per day, optimizing resource allocation and improving overall case resolution timeReviewed and took ownership of the escalation process for top accounts, proactively managing and resolving issues while maintaining strong partnershipsConducted successful weekly Customer Orientation webinars, providing comprehensive product information and addressing customer questions effectively, resulting in improved customer onboarding and adoptionCreated monthly reports analyzing data to identify bottleneck areas and suggesting actionable solutions to top management, driving process improvements

-Utilized Office Suite to effectively design inventory systems for each property˗ i.e. replenishment of inventory and special handling of international items, including exchange rates and tariff codes.-Created specialty inventory lists for the operational planning of new locations, including 10 segments of 50+ inventory items.-Ensured proper business operations through the auditing of standards for each location (8 global properties).-Created checklists for international staff to use for guest arrival/departure and property maintenance.- Coordinated operations for manager's international travels to remote locations.-Generated standards and protocols for various locations.-Utilized Office Suite to organize items in cargo for opening of South American location.