- Leadership and Management: Spearhead the Customer Success functions for the half of North America and entire LATAM Sales Geo directly managing a diverse international team of seven and indirectly overseeing their collective eight-figure Books of Business.- Player-Coach Role: Balance responsibilities as a manager and individual contributor, maintaining a personal Book of Business worth $5M ACV while providing strategic guidance and support to my team.- Cross-Regional Support: Collaborate with GTM teams in the US Central, US West, and Western Canada Sales Regions, ensuring seamless Customer Success integration and support across these territories.- Strategic Initiatives: Member of the founding Steering Committee for the implementation of Gainsight, driving the adoption and optimization of this key Customer Success CRM tool across our global organization.- Operational Excellence: Enhance team productivity and customer satisfaction through continuous process improvements, leveraging data-driven insights and best practices to achieve exceptional outcomes.

- Program Leadership: Successfully launched and managed the Global Success Hub, a low-touch, one-to-many engagement model serving our global customer base, designed to stabilize a challenged business unit.- Team Management: Led a geographically dispersed team of four entry-level Customer Success Representatives located in four different countries, fostering a collaborative and results-driven culture.- Customer Engagement: Developed and implemented scalable strategies for customer engagement, driving significant improvements in customer satisfaction and retention.- Cross-Functional Collaboration: Worked closely with cross-functional teams to align Customer Success initiatives with broader business goals, ensuring a unified approach to customer satisfaction.- Process Optimization: Identified and addressed operational inefficiencies, leading to enhanced service delivery and customer experience.