Customer Success Executive and strategic leader delivering exceptional results in customer engagement and product adoption aligned with business growth objectives. I thrive in competitive SaaS technology markets by building enterprise-class teams and best practices that earn customer loyalty and result in revenue growth and retention. At Janrain I turned around Customer Success performance in my first year reducing churn by 41% and increasing Annual Recurring Revenue (ARR) net retention 21% compared to prior year results. The resulting net retention rate of 117% confirmed the value of the business and improved the exit price paid by Akamai.At Akamai I integrated the Janrain Customer Success team into the Akamai Account Team structure, earning the respect of Account Managers and Regional Sales leaders based on the executive influence my team had earned. The CS team then had the latitude to retain and grow the acquired business in the new structure, contributing to 46% growth of the business over the next two years. I also drove critical changes to Akamai systems and processes to integrate the Janrain customers into Akamai, and authored the proactive messaging to the global client base through the steps to make this happen.When I ask colleagues what my single biggest strength is, two emerge:1. Navigate challenging customer (and internal) relationships, de-escalate tensions, understand the client’s strategy at a deep level and use that insight to drive business outcomes2. A strong leader who respects all members of my team and their unique strengths, partners with them on their biggest challenges and delights in their accomplishments.I continuously engage internal cross-functional leaders to drive lasting transformational change to the client experience based on voice of the customer and advocacy trends. Having a broad background of pre- and post-sales experience greatly improves my ability to collaborate on their terms.Specialties: Customer Success Management | Product and Services Sales | Professional Services Delivery | Digital Identity Services | Program/Project Management | Staff Leadership & Mentoring | Business Strategy | Data Privacy | Customer Services Delivery | Product Management | Cloud Technical Operations | Salesforce and Gainsight CRM