Over the past year, I have built a Customer Success program of 50+ FTEs involving all aspects of post-sales operations (product fulfillment, onboarding/implementation, account management, upsells and retention), and developed a scalable CSM client management methodology and process that has successfully reduced churn, created an expansion process, and improved customer product adoption. As a result, upsells and cross-sales have increased from $0 to $1M ARR, while reducing the monthly net churn rate by 1.25%, resulting in an additional $1.75M in retained revenue.

I was commissioned by Founder/CEO Hari Ravichandran to build the Direct-to-Consumer (D2C) program from scratch, and be a key stakeholder in implementing the necessary telephony, Salesforce and other supporting systems/tools. Over the first two years, we tested, launched and scaled the following functions and grew the department to 30+ FTEs. This included experiments to find buying signals, establishing baseline KPIs and success metrics, revenue and budgeting modeling, role definitions with unique compensation plans, playbooks and ongoing training, and onboarding. D2C New Enrollments:* Exited 2020 with a run rate of ~$1.2M net bookings* Exited 2021 with a run rate of $3M net bookings (250% YoY growth)* Q1 2022 run rate = $3.9M net bookings (130% Q/Q growth)D2C Inside Sales Functions: * Exited 2021 with a run rate of $1.5M GAAP Revenue ($19,345K / mo)* Free Trial initiative - in Q4 2021 Aura launched a Free Trial product offering. Built a free trial welcome call team which resulted in a +5% retention rate over the first 90 days vs control group.D2C Retention: *Exited 2021 with a run rate of $700k in GAAP revenue saved/recaptured* Q2 2022 run rate = $1.3M in GAAP revenue saved/recaptured D2C Sales Lab:Launched Sales Lab in Q3 2021 to test new initiatives and campaigns before rolling them out to frontline sales agents. Systems/Tools: * Launched a 3rd party BPO provider to allow for sales/support staffing flexibility* Implemented 2 new phone systems (Nextiva & TalkDesk)* Implemented a new Salesforce instance to streamline Aura and IDG data/processes* Implemented Gong.io for agent coaching + feedback loop to SLT, Product and Marketing* Launched Callfire to add text notifications to campaigns* Coordinated data/reports across multiple brands, data warehouses and BI tools

Designed and launched a Customer Success program: Role Definitions, KPIs, Expansion & Upsell, Renewal & Retention Playbooks, Customer Journey Roadmap, Compensation Plan, Career Pathing, Onboarding & Ongoing Training. Teams included Implementation, Account Management and Product Support. Project ended prematurely due to funding constraints and downsizing.Grow helps companies accelerate their growth by aligning and engaging teams with real-time data. Grow aggregates scattered data from spreadsheets, databases and cloud SaaS tools (Quickbooks, Salesforce, etc) to create custom BI dashboards that easily cross-analyze data from multiple sources, creating insights unique to each business. || Grow.com

Over a two year period of hyper-growth I have built a Customer Success team of 80+, built a scalable CSM client management methodology and process to successful manage growth of $15M - $70M ARR which includes an expansion from 10k - 35k rooftops, all while maintaining a <2.5% churn rate. Lead strategy behind retention initiatives resulting in 2.3% gross churn & 103% Net Retention in 2018Managed an organization of 80+ FTE w/ an operating budget of $8.9M * Teams: Product Support, SMB Customer Success & Mid-Market Customer SuccessImplemented Playbook strategies, increasing active users by 28% in the last 4 QuartersDeveloped an upsell model resulting in $4.3M ARR in expansion revenue over the last 3 QuartersDesigned customer journey from sales handoff and implementation through upsell & renewalImplemented in-house CSAT with benchmark of 9.7Optimized product implementation increasing TTV by 400%Created world-class culture of collaboration and empowermentImplemented: Account Management function, proprietary CRM to manage Books of Business, health scoring, career pathing, compensation plan, onboarding & training (customers + new employees), customer journey mapping, cancellation & renewal policies

Lead strategy and execution of all Sales, Support and Professional Service teams at Bluehost while managing a 450 stateside employees + 160 India based team. Managed an annual budget of $32M. Combining Sales & Support Departments resulting in job function synergies which lowered annual operation costs by 750k and Increased annual lead pass revenue by $1.5M• Teams included: Sales functions: Inbound/Outbound, Live Chat & Retention Teams Support functions: Technical Support (L1/L2/L3), Billing & Fraud/Chargebacks Professional Services functions: Website Design, Optimization & Migration• Created new hire nesting program for Customer Service resulting in a 25% reduction in attrition• Revamped the Customer Service management organization and culture, focusing on building team continuity, accountability, and an “in-the-trenches” coaching mentality • Leveraged subject matter experts to improve processes and empower frontline agents

• Lead strategy and execution for all Sales functions/teams at Bluehost, including Inbound/Outbound, Live Chat, Retention and Professional Services (Website Design, Optimization & Migration). • Managed an annual budget of $12M and 120 employees. • Top-selling Sales Floor at Endurance International Group (EIG).• Consistent YOY revenue growth: 2013 Gross Revenue = $12.7 Million 2014 Gross Revenue = $17.1 Million ($4.4M YOY Improvement) 2015 Gross Revenue = $25 Million ($6.9M YOY Improvement)• Consolidated/streamlined multiple sales functions, reducing costs by 30% while 2x monthly revenue• Developed a Sales Training and Nesting program resulting in: Cash-Per-Contact increase from $21 (2014) to $41 (2015) Increased New Cash revenue (upgrades/add-ons) from 32% (2014) 58% (2015) Average monthly revenue +14k per agent during first 60 days vs. previous new hire classes• Implemented a management culture of clear expectations, role definition and accountability• Implemented targeted KPIs to measure sales agent effectiveness and efficiency • Created a fun, energetic floor that promoted a “work hard, play hard” attitude• Implemented automated solutions to reduce manual inefficiencies and increase revenue• Consulted on Enterprise level solutions for all of EIG

• Oversaw 6 Departments - Technical Support, Escalation/Saves, Website Setup, Website Design, Account Managers, Website Marketing (SEO, Pay-Per-Click, Social Media) • Developed/Improved workflow processes based on industry best practices• Streamlined Services by bringing 3rd party fulfillment in-house, thus reducing operational costs by 60% and keeping COGs under 20%• Developed a culture of loyalty, resulting in low turnover for call center/customer support environment• Turned $8-hour employees into $20-hour employees who were still willing to work for $8 • Improved customer retention and reduced chargeback/refund % by improving fulfillment quality, turnaround time, and customer communication • Implemented QC process on all Services/deliverables• implemented Escalation/Saves Department• Implemented ongoing webinar training series for customers (SEO, Website Management, Social Media)• Interfaced with Vendors to improve quality/turnaround time• Interfaced with Partners to improve experience of mutual customers• Championed internal system & web software upgrades/improvements based on Team/Customer feedback• Manage teams of 30+• Recognized/promoted talent • Created marketing collateral, training manuals/videos• Implemented new phone system (PBX) and CRM (Netsuite)

Proofread/edit/format documents for clients within deadline• Founded editing company to pay for college • Recruited Clientele • Met deadlines and maintained schedule while working from home office • Developed consulting editor practice where workflow was passed to consulting editors

• Responsible for day to day management of Customer Support Team• Created new-hire and ongoing training curriculum• Improved efficiency• Improved customer experience by implementing technology, ex. screen sharing• Drove revenue via CSRs selling customer upgrades • Defined CSR key metrics to hold CSRs accountable & reward top performers• Handled customer escalations• Promoted to Director of Client Relations & Services