Highly skilled hands-on Leader of Customer Success with 20+ years of experience in both B2B and B2C startup and publicly traded SaaS companies. As a problem solver focused on strategic planning and execution, I am known for scaling high-performing teams, increasing customer retention, expanding existing business through up-sell and cross-sell opportunities, and ensuring a customer NPS rating that is highly admired in the software industry. Highlights include:❖ A key contributor to successful company exits for OmniUpdate to The Riverside Company (PE), CrownPeak to K1 Investment (PE), series B-E rounds of funding leading to an IPO for Xactly Corporation (NYSE: XTLY).❖ Developed and operationalized strategic initiatives that improved project delivery cycles from 7 to 3 months and increased services revenue by 50% ($1.6M to $2.4M) in the first 18 months of employment at OmniUpdate ❖ Focused on continuous improvement for account management execution resulting in an increase of customer retention from 87% to 95% at Crownpeak❖ Built from the ground up and scaled technical support teams from 1-30 employees with Xactly Corporation and led a global Customer Care team of 200 employees in support of 12M active monthly users for Intuit’s Mint.com product ❖ Accelerated revenue recognition by 30% (45 to 30 days) and increased customer retention from 90% to 97% through implementation of repeatable customer engagement methodologies for onboarding, training, support and account management❖ Designed and monetized enhanced offerings for Customer Support resulting in a 73% support revenue margin❖ Key contributor in doubling annual revenue from $5M-$10.2M in two years (32% attributed to new support and managed services offering)