Promoted to a senior role with increased responsibility for client experience. Led the Customer Success, Onboarding, and Account Management teams at LeanLaw, working with their users to help accomplish their goals and run better businesses through automation and modern billing workflows. ➕ Owned the role of Hiring Manager for the Success team and was in charge of the recruiting, hiring, and team member onboarding process.➕ Championed the highest-rated Premium app in the QuickBooks Online appstore with overwhelming accolades for our Success team➕ Represented the voice of customers, maintaining a 2% churn rate and sustaining a 95%+ CSAT score➕ Developed a culture based on accountability, authenticity, customer-centricity, and growth mindset➕ Contributed back to LeanLaw with user feedback that helped the growth of the product and organization in a sustainable way.

Promoted to a management role to lead the growing Success team, focusing on elevating customers' voices. Built a team that excelled in the dynamic software startup environment and implemented conversational support tactics.➕ Monitored, optimized, and reported customer satisfaction/churn rates to the Leadership team.➕ Led the hiring, training, and long-term growth of Success team members through their careers at LeanLaw➕ Engaged users to identify motivators for conversion, honing the messaging and strategy by the Sales Marketing teams➕ Advised on the scalability of the Success team to maintain industry-leading support and user satisfaction.➕ Partnered cross-departmentally with Engineering/Product to publish communication around technical training programs, feature launches, and release announcements.

Responsible for the successful onboarding and long-term success of LeanLaw's users. What started as a team of one became a standalone department, which required internal leadership while the greater company grew.➕ Curated, wrote and revised all customer-facing answer templates, help articles, and educational video resources.➕ Provide advanced customer onboarding and support assistance for law firms via phone, email, and Intercom chat. This included support for QuickBooks Online, a key partner in the software solution.➕ Provided feedback to software developers and marketing teams regarding product usability and new feature requests based on customer experiences and feedback.➕ Established the Customer Success team as a cornerstone of the company’s success, developing best practices that contributed to increased retention and company growth.

I first joined LeanLaw as a marketing intern and was eventually offered a fulltime position as their first customer-facing Support team member. This period of rapid development from recent high school graduate to young professional was my first taste of the SaaS startup magic!➕ Provided onsite IT support for local law firms➕ Designed and executed email campaigns to attract new accounts

Transitioning from a hobbyist to a professional, I led the growth of esports events in the Pacific Northwest, using my passion and understanding of gaming to secure key sponsorships and boost attendance. As an athlete and organizer, my intimate familiarity with the competitive landscape allowed me to not only excel in global rankings but also to influence the evolution of esports through pioneering training methods and strategic insights.➕ Negotiated a sponsorship enabling comprehensive US travel for competitions, expanding my exposure and experience, and securing multiple podium finishes, which elevated both my and my sponsor's brand visibility by 40%.➕ Revitalized the organization's social media strategy, resulting in a 30% increase in audience interaction and a 20% boost in event attendance, substantially enhancing event visibility and success. ➕ Advertised and taught public performance workshops, enhancing competitors' skills and performance by providing in-depth gameplay analysis and improvement strategies.➕ Engaged leading local companies to secure major sponsorships, doubling the tournament prize pool and attracting top-tier talent and media attention.➕ Innovated training and strategy techniques widely adopted in the Rivals of Aether community, contributing to the evolution of competitive play and player performance.