Waverock Software is a vertical market enterprise software operating company that provides long-term capital and operational expertise to our portfolio companies. As COO I am responsible for advising, stepping in as needed, and setting up a shared-services team to support our portfolio.

Advising the team working with Dharmesh on the launch of Agent.ai, a new marketplace for AI agents.

As the founder and former CEO of Grasp (part of Waverock Software) transitions to Grasp's board, I am stepping in as Acting CEO. During my time as CEO we successfully improved our EBITDA margins from 6% to over 20%, while maintaining growth and creating a solid foundation for the full time CEO we hire to build upon.

As the VP of Net Revenue Retention I'm responsible for everything post sale to ensure our customers are successful and expand their usage with us. In this role I'll manage support, customer success, account management, and several product & engineering teams dedicated to long term customer health and expansion.

I manage the global customer success, professional services, support, and customer community teams and am responsible for defining and creating a singular customer experience around the world.

Trintech is launching a new mid-market division where I'll be responsible for defining the Customer Experience for the North American market.

I invested in an advised OSai in and operations capacity for a bit.

As Vice President of Customer Success I manage the teams responsible for our customers - their success with the product, onboarding and education, technical support, and everything in between. I am also responsible for professional services and all revenue post sale including retention, up sales, and cross sales. Below are some highlights:• Responsible for all customers post sale, which includes both retention and expansion (up sells / cross sells) revenue• Transforming team from reactionary and transaction based to a partnership with customers that’s value based - successfully maintained a renewal rate of >90% 2018 YTD while tripling up sell and cross sell revenue YoY• Customer size varies from single hospital to nationwide systems and value from sub $10K to six and seven figures• Manage a cross functional team that includes Technical Support, Professional Services, Account Management, and Operations

As Vice President of Customer Success I manage the teams responsible for our customers - their success with the product, onboarding and education, technical support, and everything in between. I am also responsible for professional services and all revenue post sale including retention, up sales, and cross sales.

LeadsRx's mission is to help mainstream marketers make better decisions about the mix of marketing campaigns that drive revenue for their companies. We offer a universal platform for tracking and reporting cross-channel marketing efforts with the ease-of-use and summary-level information that marketers need to perform their job. Using LeadsRx, marketers improve conversions, reduce wasted ad spend, and increase Return on Ad Spend (ROAS).

Through a strong content marketing machine and no sales acquisition process Litmus has built a touch-less process that has scaled to well over 10,000 customers. Our attention to design and usability has enabled us to develop a product that is both useful and easy to use. That combination of a great product and low friction acquisition process has lead to healthy growth and attention of investors. In 2015 we raised $48 million to take us to the next level.Some of my key accomplishments:- Brought a data discipline to the company - when I started they had no concept of a funnel, now we measure and understand everything- Developed reports and analysis used during fundraising process- Successfully increased renewal rates from mid 60% to upper 70% - Discovered, defined, and analyzed our churn challenges- Combined my analysis and learnings from across the company to redefine our customer personas, which have then been used to develop and refine our corporate strategy- Hired and managed (directly or indirectly) a distributed workforce across the US and UK- Implemented and maintain our entire Salesforce.com ecosystem

At Evergage our customer base ran the gamut from small business to large fortune 500 companies. We also worked with a variety of industries including e-commerce, SaaS, and content sites - helping them all generate more revenue by personalizing the user experience in-app as well as on their site. My role at Evergage was to head up customer success where I built and managed the customer team from the ground up. Functions include technical support, professional services, onboarding and consulting, and account management. By the time I left I recruited and managed a team comprised of customer success directors, support engineers, and customer success associates. As a customer success organization we were responsible for managing and closing pilots as well as preventing churn from existing customers. During my tenure we:- Consistently closed >70% of all pilot customers, usually hitting upwards of 90% in a quarter- Maintained a <0.5% monthly MRR churn, frequently having negative churn through negotiating higher prices during renewals (note: there were no upsales or other ways to generate additional revenue from customers at the time)In addition to running customer success I often got involved w/ marketing from putting customer presentations together for major marketing shows (Marketing Sherpa) to running round tables and webinars as a thought leader in the industry. I also wrote blog content which was often at the top of our engagement reports meaning they generated a lot of traffic and leads for Evergage, even years after being written.

Due to a shift in priorities, we decided to stop funding the People Operations position and put those projects on hold. I moved back to the customer success team to focus on a special project where I scaled how we handle consulting sold to post onboarding customers.

After 3.5 years on the Customer Success team I decided to take on the challenge of HR at HubSpot. I was very interested in the role because HubSpot has an amazing culture (we’ve won many awards for it) and we’re trying to reinvent how HR and organizational structure works. I decided to move into this position so I could really work on these problems as well as how to scale it as we grow. Some highlights:• Rolled out Rypple across our entire 300 person company• Improved existing processes around hiring, employment status changes, and stock option management• Assisted our sales and customer success groups with their recruiting strategies and needs• Managed the annual review process• Ran our internal employee NPS (our employee satisfaction survey)• Spent a lot of time learning about HR in general and how it should function w/in HubSpot; began developing a strategy to scale it through technology

I decided to shift focus from working directly with customers to focusing on improving our onboarding program through system and process design, improving efficiency, developing IMC incentive programs, and heavy data analysis to understand what retains customers. Additionally, I continued to manage the Customer Success trainer and training program as well manage all hiring and recruiters for our group. Some highlights:• Became an expert at leveraging Salesforce for data analysis, reporting, and process design• Hit aggressive hiring goals• Responsible for a monthly 100 page report on customer team performance, customer retention, software adoption, etc.• Worked with managers across several disciplines (Customer Support, Account Management, and Consulting) to improve their processes and reporting• Worked closely w/ the VP of Customer Success on reporting and data analysis for the Series D round

I was responsible for managing our hiring process and recruiters, developing our training program for new consultants, managing the person who ran the training program, and I managed all new consultants for their first few months at HubSpot. I also continued to work on iterating our onboarding program for new customers. Some highlights:• Managed a team of up to 10 people across several disciplines (consulting, training, recruiting)• Consistently hit hiring goals (2-4 hires/month)• Had the best onboarding success metrics compared to other managers • Worked with the product team to develop in-product pages to assist w/ onboarding and educating customers• Worked with the director of business operations to iterate on CHI (customer happiness index)

Due to exceptional performance as an IMC as well as active involvement in helping build and scale our onboarding process I was promoted to Senior IMC (I was the first senior IMC at HubSpot). As a senior IMC I still worked w/ customers and performed the duties of an IMC (defined below), however my customer load was reduced so I could spend more time on process design as well as coaching and recruiting other IMCs. Some highlights:• Worked closely with the VP of Customer Success to develop our first structured onboarding process • I reviewed the marketing and onboarding strategy for all new customers with the IMC responsible for the customer• Trained several new IMCs• Continued to have the lowest churn rate of all IMCs

As an Inbound Marketing Consultant (IMC) my job was to work with new HubSpot customers and help them both set-up and use our software as well as transform how they market. In 2007/8 inbound marketing was still relatively new so many customers needed help shifting their marketing strategy from an outbound approach to leveraging social media, blogging, and SEO. Additionally, HubSpot was small at this time (<50 employees) so I was also heavily involved in defining the onboarding process and helping scale the Customer Success team. Some highlights:• In total I worked w/ ~200 customers ranging from small businesses (<10 employees) to very large businesses (>1000 employees)• I had the lowest churn rate of all consultants (1.9% when we had a companywide churn rate of 3-4%)• Analyzed customer data in order to understand what makes a successful customer as well as build an onboarding process• Assisted in the development of our methodology around Inbound Marketing – we essentially defined inbound marketing and developed strategies around it

I worked primarily as a rental agent but also did some work as a buying agent. Only did this for a little while to make some money as well as get some outside sales experience. I went into it knowing I would only do it for a short while.

• Managed worldwide sales for 4 productso $1,100,000 Annual Quota for 2005 which I exceeded by 8%o Until I voluntarily left at the end of Q2 2006, I was meeting or exceeding quarterly quotaso Approximately 900 transactions per-annum including new sales, upgrades, and renewal products• Managed 3 distributors in Europe and multiple resellers worldwideo Assist with price negotiations, Order Fulfillmento Communicate marketing programs and product scheduleso Direct appropriate leads and follow-up • Developed Successful Direct Marketing Sales Campaigno Used Data Mining to develop highly targeted contact list; Sent Letter, followed by an email campaigno Throughout concurrently run campaigns I would call customers to follow-up with the offer and determine interest in product as well as effectiveness of letter and email.

• Organized Tradeshowso Organized booth rental, shipping, equipment rental, travel arrangements and other necessities for up to 8 people at a time attending trade showso Organized list of potential tradeshows and assisted in selecting which ones were best to attend• Marketing Materialo Assisted in designing campaigns; Writing mail pieces; Tracking success/failure of campaignso Wrote and organized a quarterly newslettero Assisted in design of Marketing Materials• Web Site Administrationo Worked with marketing manager to design layout of websiteo Examined web marketing reports to determine successful keywords and search engineso Updated website with current articles, newsletters, and other dynamic information to collect customer information

• Managed 5 part time sales associates and 3 part time customer service associates• Managed 3 developers and a graphics artist for the production of secondary company web site• Developed strategy for marketing and running business for secondary web site