- Lead the Customer Success Operations Team, including Gainsight administrators, data analyst, product usage operations, and program operations.- Drive cross-functional team to instrument, process, implement, and operationalize product usage data for customer facing teams, including usage insights, health score, and proactive planning.- Lead the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency. - Create and coordinate key reporting for GitLab leadership team to provide reporting on customer adoption, sentiment, advocacy, and business results.- Collaborate with Customer Success Enablement to develop training and enablement to drive efficiency.- Provide best practices, guidance, and expertise to build processes and programs for Customer Success Teams.

- Create and enable processes to increase renewal rates, including improving onboarding velocity, preventing churn, identifying upsell opportunity, and legal approval process.- Conduct data deep dives to identify strategic opportunities to improve retention and growth,including pricing and packaging, compensation, and upsell.- Partner with Sales Enablement team to create sales playbooks, training decks, videos, andlearning modules.- Implemented Gainsight, the leading Customer Success Platform, to scale and automate manualprocesses, such as renewals for SMB customers, identifying churn risks and upsell opportunities, NPScampaigns, and onboarding.- Planned and implemented Gainsight data infrastructure and built logic for customer health scores.- Ran bi-weekly forecast meeting for executives, then replaced with bi-weekly forecast memo toincrease operational efficiency and uncover more insights.- Built strong relationships with Account Managers and Account Management leadership to clearlyunderstand how to make them more effective and efficient.- Create documentation including rules of engagement, pricing, and process maps to ensureunderstanding of and adherence to internal policies.- Run all aspects of target incentive compensation plan, including recommendations of what compplan should incentivize, how to incentivize, analysis of data, rollout to CS team, implement newprocesses to track, and monthly reporting.- Partnered with Product Operations to create data-driven Customer Feedback loop to influenceproduct roadmap.- Approve every upsell and renewal contract, including pricing and business decision approvals.- Salesforce administrator until a full-time admin was hired. Created automated workflows, reports,dashboards, and case processes; managed account and opportunity layouts; issue troubleshooting.- Create requirements and inform updates to dashboards for Executives.

- Manage two teams totaling 15 people: Digital Solutions Specialists, who train and support customers, and Sales Support Coordinators, who provide support on strategic initiatives.- Designed new sales support workflow to improve customer service that enabled more efficient and flexible deployment of resources.- Overhauled customer training and support process.- Designed and executed Customer Engagement Report with sales and usage KPIs.- Developed system to record customer feedback.- Planned outsourcing program to move administrative tasks to contractor.- Developed new training program for Sales Support Coordinators and Digital Solutions Specialists.

Developed, updated and maintained financial and usage reporting for digital learning service.

- Assisted 15 field sales representatives and 2 district managers with support requests, including being the reps’ point of contact in the headquarters office for customers. - Covered multiple open sales territories simultaneously and handled every incoming request from customers.