International SaaS ecommerce search, merchandising, personalization- Lead a team of 50+ professional services engineers, customer success managers, customer support agents and enablement specialists, overseeing the retention and success for the many of the top ecommerce brands in the world.- Added new senior and mid-level leaders to post sales departments and created an enablement department to equip all teams with the required resources and knowledge to successfully serve customers.- Evaluated all processes in Professional Services, Customer Success and Support in the first 45 days and aggressively moved to address gaps to deliver consistent and sustainable outcomes.- Developed a “white space” plan to identify expansion opportunities, contributing millions in incremental annual revenue.- Champion a customer-centric culture across the organization as a unifying strategy and positioning the customer needs at the center of product and service development.

SaaS for non-profit donor management and fundraising optimization- Built and led a team of 20+ customer success professionals ensuring the success of over 5000 SMB through Enterprise customers, contributing more than $30 million in annual recurring revenue. Solution is mission critical to customers' operations.- Led change from reactive renewal team to driving considerable growth through proactive value realization focused processes. In the first two years logo retention went from 62% to 85% and Net Revenue Retention from 80% to over 100%. - Implemented and leveraged Customer Success Platform (i.e., Gainsight CS and Gainsight PX) to continuously measure and improve customer health at scale.- Segmented the customer base and developed related customer journey frameworks to meet the diverse expectations related to outcomes and experiences.- Changes to the onboarding process and systems resulted in initial value realization within 48 hours vs 8 weeks.

SaaS ERP for Associations, Non-profits, and Chambers of Commerce- Lead sales and post sales departments during company turnaround resulting in successful acquisition and merger. Central to the successful integration of the two organizations leading to market leading, $12 million ERP company for small to midsize associations. - Improved Onboarding time from 8 months to 2 months and project backlog from 300+ to 60 open projects within an 18-month period. During the same time period, NPS increased from -40 to +10.- Added digital customer success motions, customer support portal, chat and on-demand training to the manual customer success processes. The increased engagement frequency and accessibility led to higher satisfaction and account growth from 87% to 94% NRR within two years.

Pioneer in Hyperconverged Infrastructure and Edge Computing Solutions - Organized all post sales functions to improve the customer experience, time to value and solution effectiveness. Established performance indicators, operating goals, productivity, and cost reduction programs that consistently improved operating cost while increasing customer satisfaction.- Created the award winning ScaleCare professional services and support services to accelerate implementation and help customers get the benefits of the Scale Computing systems. The support organization provides multi-channel 24/7 support on a global basis. The services teams moved quickly from launch to positive contributions to gross margin.- Services organization was instrumental in identifying growth opportunities with existing customers. For example, during a period of rapid new customer acquisition in 2012, services generated leads accounted for 10% of overall revenue.- Established Net Promoter Score measurement with a baseline of -10. Improved implementation, support and product improvements resulted in NPS rising to +80 (world class level).