CORPORATE PROFILE: A $260M SaaS company with 1,200 employees globally.RESPONSIBILITY PROFILE: Reporting to the CEO with a team of 350 employees with seven directs. Responsible for customer retention, renewals, and expansion, driving high-velocity sales, and establishing business data sources for operational excellence and continuous improvement.ACHIEVED IN THIS ROLECUSTOMER RETENTION / CUSTOMER ENGAGEMENTNo customer retention strategy existed, and 25% of subscribers left within the first 90 days. Recruited as the first CCO to restore order. Data analysis revealed inefficiencies with onboarding and neglect of the self-serve customer. Over three months, set tactics for Sales to properly engage Onboarding teams, simplified the onboarding process (to move the customer through faster and more effectively), established goals with Finance, and auto-enrolled self-serve customers into small group product training. This lowered churn in the first 90 days by 3X. This helped improve net revenue retention by over 100%. REVENUE CAPTURE STRATEGY/ EXPANSIONData showed that customers with monthly plans leave faster than those with annual plans. Presented and gained Board/C-level approval to recommend switching to annual plans during renewals. Utilized data to segment customers, then targeted each according to their needs. This converted 60% of targetted customers to annual plans in six weeks, which exceeded expectations, improved forecasting, and elevated the LTV/CAC ratio.PROCESS OPTIMIZATION: Support underperformed, and chat wait times peaked at 15 minutes, frustrating customers. Navigated change resistance, restructured staff, increased training efficiency, and integrated a chatbot to route tickets efficiently. Addressed staffing gaps with shift-bid, outsourced during peak times, and recruited new management. This lowered response times by 50%, 60% outstanding bug reduction, and Lowered cost to serve $/issue by 55%.

CORPORATE PROFILE: A $1B Social Media Platform with 1,800 employees. RESPONSIBILITY PROFILE: My responsibilities are for all Post Sales and Customer Experience Departments, driving customer satisfaction and retention, and driving scale via systems and business processes across Sales, Marketing, Customer Experience and Legal. ACHIEVED IN THIS ROLEREVENUE CAPTURE STRATEGY / DISTRIBUTION STRATEGY• Together with my team, we launched the first-ever Verified Merchant Program to incentivize eCommerce directly on Pinterest. We developed strategies for scaling, sign-up incentives, and GDPR/CCPA compliance. We secured new clients and revealed the program in the earnings call. The program is being implemented internationally.SEGMENTATION / OPERATIONAL OPTIMIZATION• In an effort to limit churn, we consolidated sales tools through customer journey data, fused CRM systems, sanitized internal processes, and integrated key revenue data. The project boosted account plan coverage 74% and sales time spent with customers increased from 35% to 50%. This strategy was adopted by business teams across Pinterest and became the basis for Pinterest’s eventual IPO.TEAM LEADERSHIP / RESTRUCTURING / CHANGE MANAGEMENT• To enhance the Customer Engagement, I built a team, segmented customers, and established metrics for customer success, sales engineering, product, and operations. The CX Program delivered automation, deep customer analytics, process improvement and other global operational wins. This increased investor confidence, doubled CSAT, and delivered new customer experience features.

CORPORATE PROFILE: An $80B Internet First Tech Company with 75,000 employees. RESPONSIBILITY PROFILE: In this role, I was responsible for a $1.8B Revenue Goal and 450 employees. I managed all post sales organizations enabling customer success and retention for ~100 advertising products and drove retention and revenue for the Programmatic Ads Business. ACHIEVED IN THIS ROLEREVENUE OPTIMIZATION / SEGMENT PRENETRATIONMy goal was to limit customer churn and I was given a new sales quota to achieve. Refocused teams to the top 20 verticals and improved customer nurturing, which resulted in the team exceeding quotas over the following 18 months. Elevated close rates by 75%, securing an 8X increase in new customers and $1.8B in sales. Our churn was reduced to 15%.CUSTOMER ENGAGEMENT / SEGMENTATION• To maximize mobile Ad revenue, I identified customers desiring a mobile pivot that needed technical resources and support. Over 3 months, my team built a tool to identify errors, and a mobile web app and configurations for seamless transition. Together, we developed a “Mobile Hackathon Program” where engineers would assist customers with a full integration within 8 hours. This slashed implementation time by 73% and doubled QoQ growth; exceeding goals and resulting in customer case studies.

RESPONSIBILITY PROFILE: In this role, I was responsible for all customer support for Google’s advertising business and for customer satisfaction via fast and accurate response across phone, video, chat and email channels.ACHIEVED IN THIS ROLEOPERATIONAL OPTIMIZATION / BUSINESS TRANSFORMATION• As Google’s Digital Advertising product portfolio grew, support inquiry volume increased and 90% of support work was triplicated. To shorten response times and improve CSAT scores, I reallocated headcount, introduced chat and video-based support, and motivated my team. Within 60 days, this boosted CSAT score to 85% and response productivity increased 3X. The company adopted these processes as benchmarks.

ACHIEVED IN THIS ROLEACQUISITION INTEGRATION / CHANGE MANAGEMENT• After the acquisition of DoubleClick, I was responsible for leading the migration of ~30 products and built the integration strategy and roadmap to migrate ~2,000 customers to the new Google platform. My team aligned engineering on key metrics, consolidated feedback to product management, and instituted shared data between Sales and Customer Service. Over the next 8 months, 50% of customer insights and 15% of feature requests were prioritized, enabling more aggressive marketing in EMEA and APAC.

CORPORATE PROFILE: A $100M provider of Enterprise Feedback Management SaaS Product solutions with 500 employees. RESPONSIBILITY PROFILE: In this role, I was responsible for identifying customer needs to create the product roadmap, creating partnerships and joint marketing programs to deliver a 3rd party reseller channel.ACHIEVED IN THIS ROLEREVENUE OPTIMIZATION / ACQUISITIONS / INTEGRATION• Our team facilitated the first-time strategy to utilize social media feedback. After I built the strategy and developed evaluation criteria, I collaborated with legal, and closed Radian 6. I also crafted product integrations, marketing, product the partnership strategy and launch plans, and trained a team to execute acquisitions. Within 6 months of launch, we secured 30 new customers and grew average deal size 18% through upselling. This bolstered a record 62% sales growth and established new SOPs for partnerships.

CORPORATE PROFILE: A $100B provider of computer hardware and software services with 150,000 employees. RESPONSIBILITY PROFILE: In this role I led Product Managers for 5 products to enable customers to evolve applications for the web in a secure and scalable manner.ACHIEVED IN THIS ROLESALES DISTRIBUTION STRATEGY• In this role, I identified partners, developed OEM rebranding measures with engineering, created a Master Services Agreement with Legal and Revenue Recognition teams, and worked with Business Development teams to negotiate the first two deals with major players. Over the next year, our efforts secured 20 OEM partners to be distributed to ~5,000 customers.