● Lead U.S. operations for Unified AI Platforms, driving onboarding, business development, partner relationships, and customer lifecycle strategy and planning. ● Leverage customer and market feedback to optimize the product roadmap and enhance offerings in a fast-paced, competitive AI market.

Providing project-based consulting and interim leadership for Customer Success teams and Technical Project Management, including assessment, planning, strategy, and organizational alignment.● Customer Success, Lifecycle, and Experience strategy and best practices advisory for customer retention and growth to organizations, including startup and early-stage AI companies.● Cloud migration and digital transformation project management consulting.

● Led the $350M ARR Enterprise Customer Success organization for the Americas of 60 CSMs and 6 Managers, responsible for the health, retention, and growth of Rapid7’s global strategic revenue segment spanning Healthcare, SaaS, e-commerce, Finance, Pharmaceutical, Technology, and Retail.● Increased retention by 46% for a SaaS cloud security product through data-driven strategies, partnering with Sales and Product teams to optimize the product roadmap, revamp renewal processes, and establish best practices in risk mitigation, relationship management, and contract negotiation● Drove complex change initiatives through data analysis and cross-functional collaboration, overhauling forecast tools, headcount, scaling, account segmentation, KPIs, and capacity and engagement models, significantly improving operational efficiency and effectiveness. ● Introduced a customer-centric vision and strategy, enhancing operational efficiency and proactive engagement, improving retention rates and CSAT by implementing and operationalizing best practices for proactive relationship management, value delivery, QBR content, success planning, playbooks, risk management, forecasting, and contract renewal protocols.● Optimized customer success operations via cross-functional initiatives to enhance tooling, automation, and CSM adoption by improving Gainsight/Salesforce integration and AI-driven insights (Gong) for predictive analytics, proactive engagement, and risk management● Successfully retained an at-risk $2.1M ARR global pharmaceutical client by establishing trust with executives and resolving key satisfaction issues through leading cross-functional process and policy re-engineering.● Transformed Enterprise CS team performance and morale, reducing CSM attrition by over 17% and eliminating manager turnover through strategic leadership, hiring, promotions, career pathing, coaching, and mentoring.

● Directed complex digital transformation and cloud (Azure) migration projects by combining customer-centric strategies, executive stakeholder management, cross-functional leadership, and technical project management skills, leveraging IT infrastructure experience to ensure successful delivery aligned to agency requirements.● Key program accomplishments - migrating production data warehouses, connectivity, and infrastructure to a hybrid Azure cloud/on-premises environment, implementation of on-premises VMware clusters/storage arrays, Azure Virtual Desktop remote access, SAS Viya for data analytics, and a cloud/on-premises data backup and DR strategy.● Migrated over 75% of critical agency infrastructure, applications, databases, and data warehouses to an Azure/on-premises hybrid environment, realizing $360k+ in annual data center and maintenance cost savings while enhancing performance, security, and resiliency.● Led collaboration with CIO, CISO, InfoSec, IT, Legal, Privacy teams, technology vendors, and business stakeholders to design and deploy secure, resilient environments and applications, including data encryption, (RBAC) identity and access controls, updated cybersecurity policies, and Azure cost control measures.

● Led a global technical CS team for a $35M portfolio of Midmarket and Enterprise clients, driving retention and growth across managed cloud, cybersecurity, and applications solutions while developing a monetized tiered CS engagement model. ● Improved CSAT by 36% by Implementing customer success best practices and standards, including proactive relationship management, value realization communications, playbooks, professional development, and metrics, improving morale, operational efficiency, and excellence. ● As the executive sponsor, initiated and directed a cross-functional team to resolve technical and business process issues for an at-risk $2.4M ARR client, retaining the client and positioning the relationship for expansion.

● Led a 40+ person Customer Success organization, consistently exceeding revenue retention (96%) and NPS (+37) goals and achieving a 40% increase in upsell and cross-sell rates. ● Delivered and managed strategic services for Enterprise and Midmarket customers, including complex managed hybrid cloud, storage, cybersecurity (MDR, Firewalls, VPN, WAF, DDOS, IDS), network, and data center solutions, with over $11M ARR in direct Customer Success subscription services revenue.● Exceeded 20% regional growth targets through close collaboration with Sales, SE, SA, and Professional Services leaders on business development and retention strategies for key clients and prospects, improving team collaboration and client experience.● Developed and directed IT service governance and customer success programs for enterprise clients with hybrid cloud solutions and matrixed technical resources, ensuring client goals and ROI while mitigating risk and delivering operational excellence. ● Led successful onboarding, migration, and transformation of large managed services and ITO clients - Global Pharma client: $17M TCV, National Retail & e-commerce client: $15M TCV, Largest U.S. Cargo Port Operator: $44M TCV – (Deadline met avoiding $1M contract penalty), NYC Financial Exchange: $5.4M TCV.● Collaborated with Product Marketing, Sales, and Engineering to develop a new tiered, monetized subscription service and engagement model, generating ~$5M in first-year revenue. ● Spearheaded the launch and leadership of a post-sales Architect/Technical Account Management team, providing solution optimization, technology road mapping, cybersecurity, IT infrastructure, and operations advisory. Achieved $3.6M in new ARR and expanded the team from 7 to 21 TAMs within one year.● Created a national team for scaled Midmarket CS, boosting CSAT by +42% within six months, reducing churn, and increasing upsell/cross-sell opportunities in a customer segment previously experiencing high churn.