• Implemented formal process and accountability for B2B SaaS customer engagement.• Led a team in supporting, activating, onboarding, retaining, and growing customers.• Achieved the company's first positive Net Dollar Retention and consistently delivered >95% CSAT scores.

As the Director of Customer Success, I led 60+ team members responsible for Onboarding, Customer Support, and Account Management. Onboarding: By establishing metrics, analyzing data, implementing both new tools and processes, and creating a customer-first culture we were able to deliver a 50% reduction in new business churn and increased customer engagement by 120% per rep. Support: Implemented tools and processes (including IVR, CSAT, and queues) that improved rep productivity by 22% and reduced response time by 65% despite a 40+% increase in volumes. Account Management: Oversaw the creation and staffing of 40+ Account Managers and delivered 200+ BPS improvement to Net Dollar Retention through churn reduction, customer satisfaction, and revenue growth. I was also a champion for the voice of the customer including the implementation of improved NPS/CSAT surveys, improved CRM tools, and intra-team collaboration. My teams also had company-leading employee retention, career growth, leader development, and a successful transition from in-person to a hybrid/remote working model. During my tenure we grew the company from ~$200M in annual revenue to nearly $1B through reduced churn, customer growth, and expanded products.

As employee #7 in fitness startup, I helped build the tools, operational back-end, and rolled up my sleeves to pitch in across operations, member acquisition, reporting, and execution. Role ended when company consolidated from Boston and San Francisco locations to only California.

Responsible for all HQ-based Corporate support team, North American field Member Services in markets, and an outsourced 24/7/365 Contact Center -- including P&L responsibility for overall N.A. Member Services budgetDirectly contributed to the company's goals of improving NPS scores and member retention levels through developing and delivering great member experience, building and supporting an engaged high performing team, and delivering operational excellence Provided 'voice of the customer' for product, engineering, operations, fleet, finance, and corporate focus areas

Account management: Managed a team of 4 Account Executives focused on fostering client relationships and growing the businessOperational: oversaw vehicle allocation and optimization for 150+ different partner programsCreated: metrics/tools for tracking each program's health; presentation format for AE's to communicate program success back to partners to drive additional growth and capture customer feedback

Managed Inside Sales team selling Zipcar for Business including: developing compensation plans; created metrics report structure; grew team from 2 people to 8 full time staff over 1 1/2 years; worked across various functional areas to provide a 'voice of the customer' within larger organization

Sold and grew the Zipcar for Business accounts and clients usage in a model that demanded constant reinforcement of value derived from a completely new way of approaching business transportation

Strategic value selling of innovation focused software to various industries and company sizes.

Value selling across multiple industries (design, manufacturing, and enterprise PLM software)

Supported sales and implementation of Product Design, Manufacturing, and Lifecycle Management software

focused on Rapid Prototyping and Rapid Tooling research