I’m seeking a Customer Success leadership role in a venture-backed SaaS startup with an early product-market fit focused on AI, Productivity, or Blockchain technology.Currently:I'm following my passion for helping others achieve professional fulfillment through strategic coaching and AI-driven productivity systems. After 20+ years leading customer success and transformation initiatives, I'm leveraging my experience to guide early-stage founders and career professionals.My focus areas:• Developing personalized AI and productivity frameworks that streamline operations and enhance customer experience• Mentoring entrepreneurs through key growth decisions and mindset development• Creating scalable systems for sustainable success• Building authentic leadership capabilitiesWhat energizes me most is seeing my clients break through their limitations to achieve what they once thought impossible. My approach combines deep operational expertise with a genuine commitment to helping others succeed.

I built AP's first global Customer Success organization from the ground up, scaling to support $400M+ in ARR across tech, media, entertainment, government, and education industries.As we grew, I created two specialized teams: Enterprise Customer Success for strategic relationship management and Technical Customer Success for API implementation support. This structure enhanced our ability to serve diverse customer needs while maintaining excellence in delivery. From the early days, I maintained a $100M+ book of business, personally guiding customers through onboarding, adoption, and renewal phases. I believe in being a hands-on leader who stays close to my team and customers so that I can better serve their needs.Key Achievements:• Built and led a remote team of 11 CSMs across Enterprise and Technical roles, creating career paths and growth opportunities.• Developed comprehensive customer journey frameworks driving consistent success across a global customer base.• Transformed trial management to capture SMB market, resulting in 40 new clients and $1.25M in new revenue.• Developed a data-driven retention program that increased product usage by 17% and drove $1M in expansion revenue.• Led technology transformation, migrating 800+ enterprise customers to modern RESTful APIs while reducing operational costs by $5M.• Led strategic blockchain/Web3 partnerships that generated $1M+ in new revenue.I built a team culture focused on continuous learning and customer advocacy, transforming relationships from transactional to strategic. By partnering across internal organizations, our CSMs became trusted advisors driving meaningful business outcomes for global enterprises.Fun fact: On any given day, content from the Associated Press is seen by over half of the world’s population.

I led AP's enterprise-wide digital transformation, modernizing 30+ years of legacy infrastructure that powered 80% of annual revenue. This wasn't just a technical challenge – it was about transforming how a 150-year-old organization delivered mission-critical news content to the world while maintaining 99.99% system reliability.Working at the intersection of product, engineering, and customer needs, I directed a team of 4 program managers and collaborated with 12 product managers to drive strategy and execution across 20+ products. My role was to simplify the complex, ensuring everyone understood their part in our shared mission.What energized me most was building bridges between teams and turning chaos into clarity. I implemented a company-wide product release dependency portal that reduced deployment issues by 80% - a win that came from understanding both the technical requirements and the human elements of cross-team collaboration.Key Achievements:• Managed a $1.5M budget while coordinating multiple engineering teams across a complex technical landscape• Created and implemented B2B APIs enabling direct content delivery to customer Content Management Systems• Developed project frameworks that became the standard for managing complex, multi-year initiatives• Built strong stakeholder relationships through transparent communication and consistent delivery• Mentored program managers, helping them grow from tactical execution to strategic leadershipI believe successful digital transformation is as much about people as it is about technology. By focusing on clear communication, strong relationships, and systematic approaches to complex problems, we transformed AP's technical infrastructure while maintaining the trust of our global customer base.Fun fact: I was recruited to be the 1st Technical Program Manager at the AP because my boss knew I could solve problems, build simple, repeatable processes, and cut through the noise that holds teams back.

Joining LogLogic during a crucial phase of Series D expansion, I built and managed a technical writing team that produced top-tier product documentation, white papers, and marketing collateral. I took pride in aligning our content with our enterprise and cloud-based security solutions, helping simplify complex technologies for a diverse customer base.Achievements:• Optimized cross-functional workflows that bridged development, marketing, and logistics teams, reducing operating costs by $400K annually.• Introduced metrics-based tracking to measure documentation quality and team productivity, leading to improved outcomes.• Enhanced collaboration across departments by implementing streamlined content creation and approval processes, driving faster time-to-market for product launches.

Joined at Series C, driving strategic initiatives through IPO and acquisition. Promoted to lead global knowledge management practice supporting 1,500+ consultants, where I identified and launched a new business opportunity generating $2.5M+ in revenue and achieving a 70% upsell rate within 18 months.Key Contributions:• Designed and implemented a company-wide Project Management Framework, standardizing project scope, risk management, and reporting processes across a global consulting organization.• Led end-to-end knowledge management modernization, optimizing information collection and sharing practices for worldwide consulting teams.• Developed and delivered internal enablement programs, driving the adoption of product mastery, workflow optimization, and account management best practices.• Established scalable systems that accelerated growth and operational excellence across the organization.

Wrote, designed, and delivered technical end user documentation and training material for Enterprise Application Integration software.