Canto provides digital asset management solutions for companies of all sizes and industries that rely on visual communications. Founded in 1990, Canto is one of the digital asset management industry pioneers.Over 3,000 customers rely on Canto’s software to organize, find, and share images and videos that are key to working faster and building a brand in today's digital ecosystem.

Providing advisory services to the CEO

Atlanta Customer Success (ATLCS) community connects you with other Atlanta-based Customer Success professionals to share best practices for achieving success in this exciting career discipline. Our community consists of a diverse range of members; from first-time CSMs to experienced CS leaders. We can even help you get started with a career in Customer Success.

I led the globally distributed Customer Success & Support teams responsible for the entire customer lifecycle including onboarding, support, adoption, expansion, and retention.- I developed new CSM playbooks for developing renewal strategies and account review meetings to improve retention and expansion efforts. - I architected a use case and credit consumption planning framework that empowered GTM team members in both CS and sales to drive improved platform utilization and tracking for upsell and cross-sell opportunities.- I created a milestone-based onboarding process from the ground up to foster a more efficient & standardized customer onboarding experience. Canvs AI enables Fortune 500 brands and major agencies to gain rapid & actionable insights from any unstructured text data source. Canvs AI automatically quantifies emotions, topics, and themes, powered by proprietary AI language models and a generative AI co-pilot to drive speed to insights at scale with data-driven storytelling.

Maxio was formed from the merger of SaaSOptics & Chargify in April 2021 after a significant growth investment from Battery Ventures.I led the Maxio Customer Success organization (a globally distributed group of 60+ incredibly bright and motivated team members) across our CSM, onboarding, and customer support departments. Together we grew the success of the entire Maxio customer base from $30M to $50M in ARR and all aspects of the customer lifecycle post-sale including onboarding, adoption, support, expansion, and renewals.- I led the organizational merger for the Customer Success organization between SaaSOptics & Chargify by bringing together two distinct teams of 30 team members each across CSM, onboarding, and customer support. Each team was responsible for 1000+ customers across two mature B2B platforms.- I mentored & coached a group of rising Customer Success leaders (Directors and Managers) to lead the individual contributors within our organization. - I was responsible for achieving company GRR & NRR targets and board-level reporting & meetings on a monthly and quarterly basis. - I was responsible for managing our annual Customer Success operating plan, quarterly OKRs and monthly scorecards to drive initiatives for continuous improvement.- I led initiatives to drive operational excellence across Customer Success technologies, including implementation and management of our customer success platform (Akita), our onboarding platform (GuideCX), and our customer support and knowledgebase platform (Zendesk).- I collaborated with other GTM teams and RevOps to administer and drive operational excellence in our tech stack including CRM (Salesforce), conversational intelligence (Gong & Chorus) and scheduling and routing (Chillipiper). Maxio is trusted by more than 2,300 customers to power their subscription billing and financial operations across subscription management, invoicing, collections, payments & investor-grade SaaS metrics.

I led the Customer Success organization from $5M to $15M ARR, which covered all aspects of the customer lifecycle, for over 1000 customers powered by 30+ amazing team members across our onboarding, customer support, and proactive customer success management departments.- I scaled our customer success team from 8 to 30+ team members and from 400 to 1000+ customers during my tenure.- I built a commercially-oriented CSM department from scratch including the initial business case, ROI assumptions and all hiring plans and execution.- Our CS organization consistently delivered retention results of NRR of 110%+ and GRR of 86%+ and CSAT results of 97%+- I selected and implemented our customer success platform (Akita) and established a robust set of CSM playbooks, customer health scoring models & data feedback loop between Salesforce, Pendo, GuideCX, Zendesk and Akita. - I led our team to reinvent our onboarding processes & packaging to deliver a customized experience based on product selection and complexity. - I selected and implemented our customer onboarding solution (GuideCX) which drove a 30% improvement in onboarding durations at the same time our new business logo volume increased by 60%.- I established a customer feedback survey framework across onboarding graduation and key CSM engagement & renewal touchpoints to drive advocacy and identify actionable risk & opportunity signals.SaaSOptics enabled over 1,000 B2B SaaS customers and $24B in investor capital to supercharge their financial operations by automating their subscription management, revenue & expense recognition, and SaaS metrics.

I provided customer success and product management consultation and advisory services, primarily for SaaS technology solutions. Examples include approaches to customer management, team building, paid services packages, product growth strategies, and competitive assessments.

I was hand-picked by the executive board chairman (Reggie Bradford, former Vitrue CEO) to lead Product Management & Customer Success organizations for two portfolio companies, Connectik & Chatsuite.- At Connectik I led a globally distributed team of 12 across Product Management, UX, and Quality Assurance to drive a team of 25 developers.- At Connectik I created the Product, QA & UX teams from scratch and spearheaded improvements for customer communications and product release processes.- At Chatsuite I led a globally distributed team of 8 team members including Product Management, Customer Success, UX, QA, and Operations. I implemented mature product development processes to move the platform from initial prototype phase to a production-level solution capable of supporting self-service customers.- At Chatsuite I designed a new CMS product from scratch to power scalable content solutions optimized for social messaging, which became the primary differentiator for Chatsuite in a highly competitive marketplace.Willful Capital Holding company (headquartered in EMEA) included a portfolio of B2B SaaS solutions highlighted by Connectik & Chatsuite. Connectik is a highly secure collaboration platform for organizations to raise the bar on team communication, productivity, and performance. Chatsuite is a chat marketing platform for publishers and marketers to engage customers on social messaging networks such as Facebook Messenger, Kik, Viber & Slack.

I led the product management organization which included the Product, QA, Scrum, and UX teams. I built the QA, Scrum, and UX Design teams from scratch to strengthen and mature our product development processes.I spearheaded the release of 3 new products for BLiNQ, including:(1) SMB Solo automated the management of social advertising campaigns for SMB customers and was a finalist in the 2014 Facebook Innovation competition. (2) AutoLiFT enabled highly localized social advertising campaigns for automotive customers at scale and was an early finalist in the 2015 Facebook Innovation competition.(3) MeasuredLiFT visualized social advertising campaign analytics utilizing the Tableau framework.I led product efforts platform-wide re-architecture to support expansion to additional social networks and customized solutions for Auto, Retail, CPG and SMB verticals.BLiNQ Media was a leading social advertising platform provider and Facebook Marketing Partner which was acquired by Gannett in 2013 and eventually became part of Cofactor, a TEGNA company.

After the acquisition of Vitrue by Oracle, I led product management initiatives for all social integrations with key Oracle applications in CRM (Siebel), Commerce (ATG), Customer Service (RightNow) and Marketing Automation (Eloqua) categories.- I led a team responsible for release coordination, sales demo enablement & provisioning, and organization-wide communication for the newly formed Oracle Social Relationship Management platform, combining social marketing (Vitrue) with social listening (Collective Intellect) and response management (Involver). - I led strategic partnerships with select social media advertising management platforms (Facebook & Twitter) and represented Oracle at key conferences such as Oracle OpenWorld (Dubai and San Francisco) and Facebook F8 (San Francisco)

I built the CS team from the ground up and grew revenues from $0 to $23M ARR and expanded the customer success team at Vitrue to over 30 social media strategic account managers & analysts. - I was responsible for executive sponsorship for marquee Fortune 500 brands (Apple, American Express, McDonalds, Intel, Microsoft, Frito-Lay, P&G, Southwest Airlines, Heineken, Pernod Ricard, Dr. Pepper, Clear Channel, and many more).- I executed nation-wide & global hiring and team development spanning all company offices across including Atlanta, NYC, Dallas, Cincinnati, Chicago, San Francisco and London.- I established Vitrue as a thought-leader in social media and customer satisfaction by managing programs to guide customers through key developments in the social media space & correlation to the Vitrue platform.Vitrue was an early leader in the social media marketing industry and the first to develop a cross-platform social publishing solution across Facebook & Twitter. Vitrue was acquired by Oracle in 2012 (for an 11x multiple) and became the core product behind the Oracle Social offering.

- I created and built a social media strategic services team from scratch responsible for strategic consultation, industry best practices, social application strategy & design, program management, community management, and results analysis.- I led the team responsible for onboarding, adoption, and renewal for all enterprise customers including marquee Fortune 1000 brands such as Apple, American Express, McDonalds, Intel, Microsoft, Frito Lay, P&G and many more. - I established department objectives, pricing, onboarding processes, and sales support & handoff frameworks.

I established strategic objectives & roadmap development for social media solutions for major brands & agencies, utilizing Facebook, iPhone and UGC (user-generated content). Activities also involved competitive research, conducting product demonstrations & designing custom solutions for client prospects.

After taking improv classes at Whole World Improv Theatre (http://www.wholeworldtheatre.com) in order to channel my tendency to blurt things out in various dialects, I quickly became addicted to the energy, passion and quick-witted nature of the cast and my fellow students. Like a deer-in-headlights I was honored to become an apprentice actor within their troupe. Creativity, positivity and an intense passion for listening to your partner rule these lands.

Responsible for establishing strategic direction for entire SaaS supplier relationship management platform, including event management, contract management and vendor scorecard management capabilities. Balanced market requirements and collaboration with customers, prospects and internal resources. Established business requirements, product requirements and managed all formal customer communications.Perfect Commerce is a supplier relationship management B2B SaaS platform that provides enterprise customers with ability to execute scalable RFI/RFP/RFQs, auctions and contract management solutions.

Managed implementations and provided best practice consultation for multiple Fortune 500 customers (BellSouth, State Street and the Federal Reserve Bank). Managed top revenue customers in a variety of industries including banking & financial services, retail, manufacturing, transportation, telecommunications and utilities.

Developed, implemented and managed official company-wide production support process for over 10 products. Managed the first US implementation of a hosted EBP / SAP MarketSet procurement environment.

Managed implementations of CommerceOne online Auction Services and Procurement solutions for BellSouth and Delta Air Lines.