Rebuilding Customer Success from a small group of 9 to an amazing global team of 50+, inclusive of CSMs, Leaders, Operations & Enablement

Drove measurable proactive customer engagement across all segments, using automated dashboards, monthly operations reviews, driving weekly forecast accountability and adjusting comp structure to increase Retention, CSAT, On-Time renewals, and Early Renewals.

Managed a scalable, evolving coverage model for Customer Success and Support focused on a great customer experience with cost efficiencies for 5,000+ customersEvaluated our ability to execute to target and built strategic plan to drive transformation, including such things as CS driven upsell program, offshore long tail account coverage, onboarding & technical account management, the introduction of tools, and creative renewals contracting.Direct management of Customer Success leaders towards bottoms-up retention accountability, actionable account planning, and cross-functional escalation management.

Built and mentored a team of 10 CSMs responsible for onboarding, adoption, expansion and retention of the company’s largest customers

Guided development of the customer enablement program for a SaaS startup providing trading solutions to the derivatives market. Included re-defining the go-to-market strategy, developing the operational plan, building team objectives that drive customer KPIs, and leading a team of 10 business advisors to guide customer adoption of training products.

Provided onboarding and change management to HireRight’s largest customers.  Included: defining customer vision & use cases, identifying obstacles, milestones & success metrics, nurturing exec sponsorship, timeline accountability, and once launched, performing a retrospective with ROI to-date.

Grew a team of 5 to a geographically dispersed, global workforce of 30 in a fast-paced, high growth environment.

As the Writer in Residence at Long Beach Polytechnic High School (Long Beach, CA), an English Teacher at Book Plus Academy (Fullerton, CA), and as a self-employed Writing Teacher, I conducted collaborative workshops with the following premise: fostering back-and-forth dialogue between students to arrive at a mutual understanding is an interactive path towards learning and an alternative to lecture-based instruction.