An accomplished and motivated leader in Enterprise SaaS Customer Success with over 20 years experience across a variety of client types and industries, from small businesses to the Fortune 10; laser-focused on driving revenue retention, revenue expansion, business value, and lockstep alignment with Sales. As an advisor to Customer Success organizations, my vision on helping companies navigate a transformation of Customer Success is rooted in building a team of people with the ability to be the greatest advocate for their own business while earning trust with the customer that they are actually the greatest advocate for THEIR business; and helping the customer understand that both can be true simultaneously. I help companies increase organic growth and reduce churn by understanding how to hold Customer Success Managers accountable to their metrics and how to incentivize them to perform against them. To achieve this level of accountability, I enable CSMs with more efficient workflows. In turn, creating a model of behavior for the CSM that will allow them to run prescriptive plays with predictive actions to better serve their customers, establishing outcome-based relationships with executive stakeholders. I also have extensive experience in executing desktop user adoption programs and large-scale implementations, having managed successful multi-million-dollar training and retention initiatives, connecting a customer’s product adoption with a front-line business strategy. In connecting learning paths with an individual’s workflow, my approach to training and customer loyalty initiatives aims to drive product usage across end-user bases. Focused on a customer’s success, experience, and retention through designing consistent customer touchpoints, my teams and myself are managed to retain and incrementally grow revenue. A caring manager who is passionate about career development for my teams, I consistently find innovative ways to keep my teams motivated and loyal to the company.Customer Success Team ManagementCustomer Risk IdentificationCustomer Opportunity IdentificationCustomer Success Operations and Analytics DevelopmentCustomer Renewal/Retention ManagementCustomer Usage and Adoption StrategiesLarge and Small-Scale Customer ImplementationsCustomer Community Building1:Many Customer Deployment, Learning Strategies and ExecutionCustomer Reference ProgramsNPS/CSAT Customer Feedback LoopsRegional, National, and Remote Team and Client ManagementEmployee and Leader Coaching and MentoringFinancial Market Data PlatformsSalesforce.comGainsight