Founded and scaled a coaching agency empowering women in tech to achieve multi-6-figure careers while building a life-first approach. Provided personal coaching to clients from companies like Asana, Airbnb, and Zoom.Key Contributions+ Bootstrapped and scaled the agency to 5-figure revenue, establishing a sustainable business model supporting ambitious women.+ Designed a 12-week program that has guided hundreds of women in navigating career growth and work-life integration.+ Partnered with leading tech companies to deliver empowerment workshops, enhancing retention for women leaders and employees.

Led and coached a team of customer success managers to enhance end-to-end customer experience, product utilization, and brand loyalty. Partner with cross-functional leaders to develop go-to-market strategy. Develop team strategy roadmap aligned with business goals.Key Contributions+ Established team roles and responsibilities with metrics for success, providing clear expectations for achievement and growth. + Refined recruiting and hiring process to attract top talent in partnership with HR; hired 6 candidates in 60 days. + Expanded training modules to include role-specific curriculum with assessments to quantify learning stickiness during onboarding process.

Promoted from Senior Manager to Director to define and execute differentiated customer success vision and strategy. Manage North American accounts valued at $64M annual revenue. Lead, coach, and mobilize team of 14; one Renewals Manager with two People Managers and 11 CSMs.Key Contributions+ Nominated for CEO Council (2021, 2020) to advise company culture improvement initiative.+ Designed enablement program to onboard new CSM, reducing ramp time from 120 days to 30 days. + Supported global recruitment talent efforts, doubling CSM team in one year (<5% attrition).+ Revamped Customer Journey to include same-day executive communication; reduced sales handoff time from 7 to <2 days.+ Increased forecast accuracy by 32% and mitigated churn by 3% by introducing proactive bi-monthly red account reviews.+ Reduced unexpected logo churn or downgrade from 75% to <63%, improving forecasting and mitigating risk.+ Reduced AE to CSM ratios from 8 to <3 by better aligning sales territory for increased partnership with Customer Success.+ Established CSM ladders to attract and retain top talent and expectations for path forward.

Key Accounts: Merck & Co, American Express, Liberty Mutual——Managed 15+ enterprise accounts valued at $7.3M in annual revenue with near 100% renewal. Designed and deployed client-centric processes and training that delivered high-quality customer experiences. Owned cross-functional initiatives including Voice-of-Customer and product feedback programs to gain broader understanding of customer needs and commitments.Key Contributions+ Improved sales handoff from weeks to two days of service purchase.+ Developed new executive briefing process, earning high praise from clients describing it as “the most productive meeting to date.”

Key Accounts: Blue Cross Blue Shield, AAA Insurance, HVHC——Managed 50+ client accounts valued at $2.6M in annual revenue. Forged strong client relationships, serving as trusted and knowledgeable advisor, leading to upsell and referral opportunities. Devised client-tailored solutions and provided comprehensive resolution follow-through across departments.Key Contributions+ Architected tactical quarterly and annual roadmaps to prove product value, spot opportunities, and execute case management, achieving 110% of upsell quota and 100% of churn quota.+ Introduced LinkedIn Navigator to CSM team to help discover and quickly pursue new opportunities and leverage as risk management tool by identifying viable contacts.

Key Accounts: iHeartMedia, University of Phoenix, Booking.com——Managed 50+ client accounts valued at $2.1M in annual revenue. Cultivated new business, leveraging best practices and strategy to drive value and customer success. Built productive network of account contacts to gain in-depth understanding of business goals that impact adoption initiatives and retention strategy.Key Contributions+ Devised and launched new onboarding process that decreased ramp time for new hires from 20 days to 10 days while increasing new-hire understanding of the role.+ Established sales to post-sales hand-off process that resulted in 50%+ increase in transactional customer satisfaction with onboarding process.