SaaS executive and advisor with deep expertise in customer analytics, strategy and operations, and a broad toolkit to drive ambitious company goals. Lifelong believer in the power of technology to enable transformation. Excellent track record of leading critical business change in close collaboration with peers and clients. Passionate about building cultures of customer empathy, inclusion and innovation. Impactful in a range of models, including PLG and scaled CX.EXPERIENCE HIGHLIGHTS* Advised top global brands on customer strategy and operations and built profitable professional services teams at CSC Consulting, Inforte and Kantar Millward Brown. * Transformed customer success capabilities at enterprise SaaS companies Bazaarvoice, DISCO, Spredfast/Khoros, and InVision, uniting disparate teams with new charters, competency models, hiring approaches, playbooks, enablement programs, technology platforms and KPIs.* Overhauled retention forecasting and isolated churn root causes in two quarters at Bazaarvoice, vastly improving internal predictability and external communications for newly public company.* Achieved 20% lift in customer retention within 3 quarters at Spredfast by establishing industry-differentiating “product coaching” practice.* Grew enterprise segment ($1M+ ARR customers) by over 35% in 18 months following merger of Spredfast + Lithium (launched as Khoros) by re-enabling teams to sell and deliver across wider range of value propositions.* Restarted InVision’s innovation engine with large-scale platform pivot, shifting from prototyping to visual collaboration space, while maintaining 98% CSAT across 7M+ users.* Facilitated successful exits, managed post-M&A integrations, and shepherded complex divestiture.