Building all things post-sales in this fast growing startup.

Accelerated growth in ARR and new customer acquisition, net revenue retention, and gross payments volume, concurrent with cost reductions by restructuring leadership and operations across Sales, Marketing, Service, and Operations.- 200% y/y ARR growth- 135% NRR- 10x y/y customer logo growth- 40% operational cost reduction

Drove game-changing increases in customer consumption visibility and operational efficiency by aligning teams, systems, and processes from multiple worldwide acquisitions. Created a best-in-class customer experience across all products and regions.- Integrated 3 acquired companies across US, Europe, South America into one streamlined operation- Eliminated 70% of critical customer escalations- Reduced 3rd party licensing costs by 50%

Aligned the operation with the business model by restructuring customer-facing operations to efficiently scale with customer acquisition hyper-growth. Improved customer time to value and reduced operating costs by leveraging automation and outsourcing.- Created and managed executive team strategic planning process and cadence- Improved customer time to value from 3 months to 2 weeks- Leveraged outsoruced teams to reduce post-sales operating costs by 75%

Enabled accelerated growth and margin improvement at global scale by leading the planning, development and implementation of new systems for customer billing and subscription management, CRM, data warehousing and reporting. Created innovative approaches to multi-geography and remote team collaboration and management.- Transitioned all company operations off of salesforce.com onto the HubSpot CRM- Built a custom subscription management and billing platform- $2M first year third party licensing cost reduction- Replaced 10,000+ reports with a Snowflake+Looker based BI system- Served two years as Executive Sponsor for POCAH, Hubspot's first DEI focused employee resource group.

Executive owner responsible for creating and building out all post-sales services, upsell, and education teams - including creating HubSpot's upsell model. Hired and trained leaders, built processes and systems, develop strategy and operational models. - Increased expansion revenue from 0% to 18% of revenue- Created scalable, segment-based account management model - Grew the customer team from 20 people to over 1000 globally- Leveraged customer support as a strategic differentiator to acquire and retain both customers and new hires in very competive environments