- Promoted as the first team manager, acknowledged for leadership excellence, setting high standards, and driving successful team growth- Managed a team of three onboarding managers, four customer success managers, and three account manages- Revamped customer onboarding by instituting efficient processes, enhancing CRM maintenance, implementing key metrics, and slashing onboarding time by 25 days- Restructured employee onboarding to reduce ramp time by 33%- Scaled CSM org 4x to support rapidly expanding customer growth ($10MM to $30MM in 12 months)- My team led all customer success teams in both expansion and retention in consecutive years by achieving greater than or equal to 100% of goal- Spearheaded the restructuring of CSM team to include Account Managers tasked with upsells and renewals to better improve forecasting, opportunity management, contract hygiene, and net revenue retention for entire customer base (~$30m in ARR) - Implemented a bottoms up forecast that improved monthly forecast from 90% accuracy to >95%, and quarterly from 75% to >85% accuracy

- Hired as 3rd CSM to a newly developing customer success team (company size at the time was 35)- Managed 80+ customers ranging from SMB to Enterprise totaling $2MM ARR- Facilitated the full customer journey from onboarding to mid-life cycle to expansion and renewal- Consistently led team in logo retention, expansion, and NRR (averaged 105% of goal)- Worked cross-functionally with revenue operations, product, marketing, and sales teams- Trained new CSMs on CRM, product, internal tooling, and strategy- Improved processes, by building daily and weekly dashboards for the CSMs to improve efficiency and visibility

- Promoted to Senior CSM in 17 months after gaining experience in hiring, training, and scaling operations for customer success team- Managed the company’s largest accounts to ensure customer retention, satisfaction, and product adoption- Acted as a liaison between the product team and CSM team for new feature training and updates such as new loyalty program and data submission- Worked directly with the product team to create a feedback loop for boosting engagement with the customer- Collaborated regularly with the product team to build out internal admin tooling in order to improve our internal operations which in turn supports the submission for 8k plus SMB customers

- Company’s second hire to a newly developing customer success team (company size at the time was 20)- Managed 800 SMB customers in an ecosystem working with Enterprise clients- Ensured customers were always communicating with our platform and assisting them in enrolling in multiple promotional reimbursement programs- Helped grow customer base by over 2000% by retaining 97% of customers and onboarding 1k accounts per month- Worked cross-functionally with data ops, engineers, product, marketing, and sales teams- Trained new CSMs on CRM, product, internal tooling, and running sql queries- Improved processes, such as data entry and account info updating, to save 6 hours of time each week for members of CSM team

- Generated sales opportunities, interest, and pipeline for the company- Gained a strong knowledge of the company, competition, product, and specific use cases that related to the companies and industries we sell to- Ensured the market understood what Dynamic Signal did, why it mattered, and how our platform worked to solve a company’s problems- Built relationships with prospects to drive interest - Hit daily metrics of calls, emails, and adding prospects

- Train new coaches and interns, teaching them how to coach classes on their own- Oversee coaches to ensure they are maintaining the company’s vision- Design and coach strength and conditioning classes for high school athletes - Coach speed and agility classes for youth to help prepare them for the sports they play- Design and implement boot camp classes for adults of all levels, helping them achieve their fitness goals- Work with small groups (semi-private training) to help build strength and lower body fat percentage- Track inventory, ensure safety, and place orders for all the equipment used in the gym- Recruit new clients and maintain current client relationships through weekly emails and check-ins- Promoted within the company twice since March 2013