We are passionate about helping women break into tech through Customer Success. We care deeply about DEI, gender equity and growth for womxn in CS teams. These passions have helped us shape our wonderful community.

The School of Economic, Political and Policy Sciences (EPPS) at UT Dallas is a national leader in research addressing critical social, political and economic issues. Our graduates work in government, nonprofits and the private sector, with many pursuing advanced degrees that prepare them for leadership roles in advancing positive change on the local, national and global level.

As Senior Vice President (SVP) for Customer Success, I was responsible for helping customers (academic, corporate, partner, federal/local government, and individual consumers) achieve their best possible outcomes, and to ensure CompTIA maximizes the optimal potential of each customer interaction.• Transitioned domestic reactive customer service team of 20 to a global proactive, revenue-focused customer success team of 100+ Delivery, Onboarding, Support and Customer Success professionals for EMEA, NAMER, LATAM, APAC. • Collaborated with go-to-market (GTM) teams (sales, marketing, product) to increase customer success (CS) qualified lead (CSQL) conversion rate from 5% to 60%, achieved customer success revenue growth from $1M to $20M.• Developed customer success adoption metrics that increased customer value realization 50%, improved CSAT from 80% to 85% and enhanced overall customer health scores in year 1.

Arturo’s AI-based platform helps insurers securely underwrite risks, efficiently allocate resources, and lower claims cost across their book of business, allowing them to focus on what matters most: the customer, and our shared commitment to protecting our world.The Vice President of Customer Success leads Arturo's customer success team. Our Customer Success team advises and guides Arturo’s customers, ensuring they use our products successfully, adopt it widely and are continually driving business value.Customer Success leadership for a global customer success team.• Portfolio Success: 110% - Net Revenue Retention (NRR)  40% - Adoption Growth 90% - Customer Health Score (NPS/CSAT/Revenue metrics) 30% - Increase Employee Satisfaction• Designed Digital Customer Success Journey (low-mid-high touch)o Increased customer engagement 41% in 60 days.o Designed customer journey playbooks increased usage 35%.o Established Renewal process to reduce renewal churn 20%, promote revenue recognition 30 days prior to renewal date. • Managed team of Customer Success Directors and CS Engineers.o Created Buddy & Mentor program that improved employee satisfaction 30%.o Designed career paths, revised job descriptions, created role-based training plans to rapidly and seamlessly onboard new CS resources.

The CSE has overall responsibility for an $20B portfolio of SAP Ariba Enterprise Accounts, including customer success strategies, and expansion plans to ensure optimal revenue growth.• Conducted Value Realization Workshop for Cybersecurity company. Used Success Playbooks to identify consumption success metrics, process alignment and utilization best practices.  Increased customer utilization 25%. Achieved 120% Renewal Retention using upsells & cross-sells & LEAR expansion model.• Created automated customer journeys for Semiconductor company, increased adoption 25%.• Led KPI metrics Best Practices sessions to set spend benchmarks and define reporting rules to ensure optimal ROI for a Payment Services company.

• CRM strategy consulting for Salesforce’s Premier Success FinTech/InsurTech customers.• Portfolio Adoption Metrics: 95% - Adoption Growth  100% - Renewal Retention <5% - Revenue Churn 85% - CSAT• Conducted Adoption Metrics sessions using Salesforce’s Early Warning System (health score) to identify usage trends. Increased user adoption 20% and True Login Percentage 40%.• Identified Salesforce ServiceCloud opportunity and worked with Sales to close for $2.2M ACV.• Worked with Sales to secure $2.2M Renewal, reduced projected attrition from $1.1M to $200K • Conducted Executive Business Review (EBR) to present FinTech trends, Salesforce on Salesforce, Governance best practices to develop improve executive alignment.• Identified Lightning migration risks, developed change management & adoption metrics improved user adoption by 80%.

Engagement management around customer insight, customer experience, channel optimization, customer relationship management (CRM), sales force effectiveness, marketing strategy and contact/call center rationalization.Proven business development record, business case and proof of concept development, risk mitigation, and sales and marketing expertise.• Led sales force effectiveness engagement raised field sales close ratio by 25% for a $70B company

• Secured a $2M CRM roadmap engagement for $6.5B FinTech company.• Achieved sales and marketing process automation that improved conversion rate 30% and resource efficiencies by 25%. • Managed Client and Wipro’s onsite/offshore project team workshops. o Closed a $1.5M CRM blueprint engagement for a $33B leading Insurance provider. Developed future state strategy roadmaps for portal, mobile, payment services, and Oracle/Siebel CRM.• Conducted stakeholder workshops (CTO and Directors) roadmaps. • Enterprise Marketing Management (EMM)/Customer Relationship Management (CRM) strategy initiative project for a leading Financial Payment Cards Services provider. • Increased sales close ratio 25% • Designed roles and accountability matrix increased efficiencies by 25%.• Developed proposal and implementation roadmap that secured a $4M Salesforce CRM engagement for a $5B mail stream solutions provider.

Led fulfillment management assessment project that secured a marketing and campaign management business process reengineering project for the 2nd largest natural tobacco manufacture in U.S.Management consulting providing Aprimo Customer Relationship Management (CRM) Enterprise Marketing Management (EMM), Marketing Resource Management (MRM), and Business Process Management (BPM), in the MarTech and Sales space.

Secured Business Process Redesign engagement that reduced client's rail diversions and improved operational efficiency for the second-largest freight railroad line in the U.S. Designed and conducted SalesForce.com (SFDC) training for North Highland's sales organization. Increased user adoption 60% in 6 months.Management consulting in the areas of Customer Relationship Management (CRM), process improvement, process reengineering and sales and marketing strategy for Fortune 500 companies.

Increased market share in less than six months for Partnership Banking programs.Led sales training initiative that increased cross-sell and up sell ratios in 90 days.Designed, developed and implemented two new product lines; event banking and affinity marketing.Management of Compass Bank’s Retail Partnership Banking program, a preferred client banking program providing employee relations process improvement solutions to Global 100 companies and their employees.

Developed proposal that secured a Siebel Sales Compensation implementation project with a Supply Chain Management company.Streamlined client's sales organizations from six to three to increase efficiencies and capitalize on cross-functional synergies for a retail energy service provider. Improved sales force effectiveness for a value-added network service provider.Led a Siebel Sales Force Automation (SFA) engagement that improved sales process accuracy and maximized process efficiency in six months.Management of project teams providing expertise in business process design and redesign, customer relationship management (CRM), training, sales force effectiveness (SFE), and sales force automation (SFA)

Developed strategic marketing proposal, based on client request for proposal (RFP) for information technology solution that secured a $20M contract with a $4.5B financial services company.

Relationship Manager