Led a high-performing team of certified professionals (PMP, Six Sigma, Agile) in transforming customer success operations for a large-scale SaaS organization. Managed a $20M budget and drove initiatives that delivered both customer-centric innovation and operational efficiency.• Delivered multiple large-scale transformations, driving significant operational improvements and cost efficiencies by implementing strategic OKRs and realigning cross-functional teams to support rapid growth and… Show more Led a high-performing team of certified professionals (PMP, Six Sigma, Agile) in transforming customer success operations for a large-scale SaaS organization. Managed a $20M budget and drove initiatives that delivered both customer-centric innovation and operational efficiency.• Delivered multiple large-scale transformations, driving significant operational improvements and cost efficiencies by implementing strategic OKRs and realigning cross-functional teams to support rapid growth and scalability.• Pitched and secured C-suite buy-in for a unified Gainsight platform, leading to enhanced cross-divisional collaboration, centralized customer data, and a $1.4M annual cost reduction.• Increased customer satisfaction (CSAT) by 11 points and achieved $22M in annual savings through digital transformation initiatives, demonstrating the ability to drive both customer engagement and bottom-line results.• Conducted due diligence on three acquisition targets, evaluating their fit with the company’s long-term strategy and customer success vision, leading to optimal acquisition decisions.• Championed diversity and inclusion as the Executive Sponsor for the Pride ERG, aligning business and cultural goals to foster a more inclusive work environment. Show less

Acting in a General Manager capacity, led the customer success team for the Perception product, overseeing the entire customer lifecycle from onboarding to renewal. Hired as Sr. Director and promoted within 9 months. Partnered closely with Product and Engineering teams to integrate customer feedback into product roadmaps, ensuring continuous innovation and alignment with market needs.• Inherited a $30M ARR business line and successfully drove 10x growth to $300M ARR, while maintaining… Show more Acting in a General Manager capacity, led the customer success team for the Perception product, overseeing the entire customer lifecycle from onboarding to renewal. Hired as Sr. Director and promoted within 9 months. Partnered closely with Product and Engineering teams to integrate customer feedback into product roadmaps, ensuring continuous innovation and alignment with market needs.• Inherited a $30M ARR business line and successfully drove 10x growth to $300M ARR, while maintaining an industry-leading 96% customer retention rate, demonstrating a strong ability to scale and sustain high-growth products.• Spearheaded the integration of an acquired business, successfully aligning its operations, processes, and team structure within the parent company to meet rising demand and aggressive sales targets.• Led M&A initiatives, overseeing a $60M acquisition to ensure seamless integration of people, processes, and technology—critical for aligning the acquisition’s value with long-term company goals.• Achieved the highest CSAT scores across all product lines, building an award-winning Customer Success team and implementing scalable processes that optimized performance metrics and policies.• Expanded into new European markets, surpassing first-year targets by 117%, proving the ability to identify and capitalize on global growth opportunities. Show less

Executive leader responsible for the customer success department of a fast-growing SaaS company specializing in customer service messaging. Led a cross-functional team of account managers, client success managers, and technical support experts to drive growth and retention of Fortune 500 clients.• Reduced churn by 4 percentage points through strategic customer engagement initiatives and relationship-building efforts, directly improving client retention and long-term revenue… Show more Executive leader responsible for the customer success department of a fast-growing SaaS company specializing in customer service messaging. Led a cross-functional team of account managers, client success managers, and technical support experts to drive growth and retention of Fortune 500 clients.• Reduced churn by 4 percentage points through strategic customer engagement initiatives and relationship-building efforts, directly improving client retention and long-term revenue stability.• Grew book of business by 18% year-over-year, leveraging strong customer success strategies to foster upsells and expansions, demonstrating the ability to scale enterprise accounts.• Collaborated with the C-suite and Board members, presenting strategic updates and customer success metrics that directly influenced product and business decisions.• Launched and optimized a new CRM platform, driving operational efficiency by centralizing customer data, improving visibility across the customer lifecycle, and enabling data-driven decision-making.• Built and led quarterly Customer Advisory Board meetings, engaging top-tier clients to gather strategic insights, influencing product development and ensuring alignment with customer needs. Show less

Lead a team of project managers working on several high-profile cross-divisional projects including Customer Notifications, Service Recovery, delta.com support, and Customer Care and social media technology. Able to present complex technical projects to senior leaders and collaborate effectively with cross-divisional interests to drive efficiencies, achieve savings, and improve the customer experience.• Partnered with several software vendors to deliver enhancements that drove efficiencies… Show more Lead a team of project managers working on several high-profile cross-divisional projects including Customer Notifications, Service Recovery, delta.com support, and Customer Care and social media technology. Able to present complex technical projects to senior leaders and collaborate effectively with cross-divisional interests to drive efficiencies, achieve savings, and improve the customer experience.• Partnered with several software vendors to deliver enhancements that drove efficiencies with little to no cost to Delta through negotiations and relationship building• Implemented Delta’s award winning social media customer service presence. Partnered with cross-divisional teams to launch and drive program. Set standard for service inside and outside the airline industry• Streamlined and modernized audio flight notifications saving $250K annually in operating cost while shortening messages 50% to value customers’ time• Modernized notification strategy by adding texting and reducing calls. Projected $2M annual savings• Successfully implemented $25M project to replace CRM for email management and customer contact tracking Show less

Hired as a consultant to manage conflict and stagnation of multi-million dollar, cross-divisional technical project. Successfully jumpstarted the project through series of facilitative dialogues among IT and business verticals. Resulted in finishing ahead of schedule, within budget, and was promoted and retained.• Wrote business, functional, and technical requirements; created budgets and project plans; analyzed data• Delivered presentations and progress reports to senior and… Show more Hired as a consultant to manage conflict and stagnation of multi-million dollar, cross-divisional technical project. Successfully jumpstarted the project through series of facilitative dialogues among IT and business verticals. Resulted in finishing ahead of schedule, within budget, and was promoted and retained.• Wrote business, functional, and technical requirements; created budgets and project plans; analyzed data• Delivered presentations and progress reports to senior and executive management Show less

Managed staff of 20-25 customer service ticket and gate agents. Monitored, assessed, and wrote employee performance evaluations. Initiated specific-need programs for the encouragement of individual development and professional advancement. Developed and implemented HR policies and procedures in line with strategic and budgetary goals. Final authority in resolving escalated customer complaints.• Initiated overtime cost reduction program saving team $25K annually in salary costs by cross… Show more Managed staff of 20-25 customer service ticket and gate agents. Monitored, assessed, and wrote employee performance evaluations. Initiated specific-need programs for the encouragement of individual development and professional advancement. Developed and implemented HR policies and procedures in line with strategic and budgetary goals. Final authority in resolving escalated customer complaints.• Initiated overtime cost reduction program saving team $25K annually in salary costs by cross utilizing human resources, coordinating with other managers, and employing creative scheduling techniques• Motivated team to win Triple Crown Award (2005), awarded to hub stations with zero aircraft damages, best on-time record, and fewest on-the-job injuries, amidst an imminent station downsizing Show less

Directed staff of 10-20 agents responsible for all aspects of the operation. Resolved customer complaints and answered customer requests. Member of pioneering DFW irregular operations team.• As team lead to company’s continuous improvement team, recommended procedural change in revenue collection automation earning company approximately $3.5 million annually• Represented hub station at system-wide Service Recovery Program in 1998 that was implemented company-wide in 2004, reducing… Show more Directed staff of 10-20 agents responsible for all aspects of the operation. Resolved customer complaints and answered customer requests. Member of pioneering DFW irregular operations team.• As team lead to company’s continuous improvement team, recommended procedural change in revenue collection automation earning company approximately $3.5 million annually• Represented hub station at system-wide Service Recovery Program in 1998 that was implemented company-wide in 2004, reducing cost of resolving complaints and retaining customers• Nominated to Chairman’s Club for excellence in customer service, 1998 & 2000 Show less

Assisted customers with ticketing, check in, and boarding of aircraft. Provided consistently excellent service in public areas surrounded by other people, responding to a variety of questions about travel information. Received numerous unsolicited letters of praise from customers.