•Lead $200M CS organization that spans 5 managerial teams and 45 CSMs with focus on driving customer value realization, strong renewal rates and NRR in a complex and rapidly growing company and industry•Drive global strategic initiatives and operational efficiencies across CS org of 120+ including customer engagement and success planning strategy, onboarding, health scoring, pricing and packaging, risk conversion, integration of acquired companies into CS portfolio, Gainsight implementation and strategy, CS career development and leveling•Partner closely with cross functional partners in sales, support, managed services, channel, product, engineering, commercialization, marketing, IT, legal, customer experience to drive and enhance customer and CSM experience

•Lead team of customer success managers responsible for driving goals and outcomes with our customers •Responsible for renewal/retention and upsell/cross-sell within a $18+ million book of business•Managed SMB team (in addition to assigned team) in 2019 and raised renewal rate by 10% in one quarter•Recipient of two company-wide awards for Being a Customer Advocate, achieved 100%+ quota 2016-2019

•Relocated in November 2017 from Boston, MA to Austin, TX to spearhead local customer success function to align with local customers, teams and company growth and grew team from 4 to 15 CSMs

•Mentored, coached and developed the customer success team through trainings, role plays, call shadowing •Established team documentation and created first formal CSM enablement program

•Managed relationships, renewals and expansion opportunities with book of security customers •Developed and maintained strong, multi-level relationships with each customer; ensuring that Rapid7 solutions support the ongoing needs and security objectives for each customer•Recipient of “Moose Swap” award in first 4 months for high performance driving adoption/retention

-Developed, cultivated and managed relationships within two $100 billion global enterprise clients-Drove adoption and renewal retention by demonstrating understanding of clients’ critical business challenges and delivering products/services that help meet their objectives -Winner of Forrester “Global Sales Award” for outstanding performance in January 2014

-Managed citations requests from clients to ensure that Forrester's brand is properly represented and that integrity of research is protected-Provided edits and approval to clients' materials including press releases, web campaigns, videos, mail, books and advertisements

-Facilitated and systemized Interwoven CMS implementation through testing, feedback, documentation, and department training-Addressed and issued Publishing problem tickets while working closely with IT on technical and production issues-Edited client inquiries and analyst biographies found on Forrester web site

-Created layout and design of research documents, graphics, and PowerPoint presentations-Performed quality checks and prepared documents for web production and web site publication-Coordinated launch times and page changes with Editing, Public Relations and Research teams