- Reported to Chief Operating Officer (COO)- Spearheaded transition from a 1:1 relationship-based service model to a traditional B2C customer support framework, driving enhanced operational efficiency and client satisfaction- Developed and implemented digital customer engagement strategies, leading to a significant increase in customer touchpoints, interactions and consumption of services- Improved Net Promoter Score (NPS) from 32 to 46 in H1 2024, indicating increased customer satisfaction and loyalty- Extended the average customer lifetime by 2 months resulting in a 14% increase in retained revenue- Engineered a more streamlined onboarding process, reducing average TTV (time to value) from 7 days to 5.4 days by optimizing resource utilization and accelerating client engagement- Designed and Introduced paid nutrition packages, to diversify revenue streams and fortify the financial health of the enterprise

Extended paternity leave for the birth of our last child.

- Reported to Chief Revenue Officer (CRO).- Consistently exceeded Gross Retention target of 97% and NRR target of 115% each quarter.- Increased free trial conversion rate by 18% through updated customer onboarding experience.- Improved Technical Support CSAT to 98%.- Owned all post-sales and client-facing teams for this high-growth B2B SaaS startup. Responsible for gross revenue retention, net revenue retention (NRR), renewals, expansion (platform and scaling revenue), CSAT, NPS, Technical Support and Delivery metrics. Responsible for improving the customer journey and experience. Member of senior leadership team.- During tenure, revenue scaled from $10-20M in ARR.- Directly managed the customer success team from March-December 2022. - Created foundational customer relationship management standard operating procedures & best practices to build value-centric relationships, reduce churn and increase expansion.- Unique hybrid experience of product-led growth (~20% of revenue) & sales-led growth (~80% of revenue), with heavy emphasis on automatically surfacing product-led customer segments for upgrades. - Proactive and focused onboarding with ongoing success model. - Grew global Client Services department to 45 team members across all customer-facing teams (customer success, professional services, technical support, onboarding, migrations, etc) at Uscreen primarily in the Americas, EMEA and APAC regions.- Worked with SMB and Enterprise clients such as Yoga with Adrienne, Art For Kids Hub, Tony Horton, KNRGY (Julianne Hough), Burn Boot Camp, Rumble Boxing and Gracie Barra.

- Reported to Sr. Director of Customer Success- Enterprise customer success manager owning a $8M ARR book of business, ACV ranging from $500K-$3.5M- Gross retention rate of 95% and 130% net revenue retention ($1.8M in expansion)- Top CSM for Q3 2020- During my time at Domo, revenue scaled from $50M to $250M ARR and Series C fundraise through IPO. - Book of business included Sony Interactive Entertainment (Sony Playstation), NBC Universal, Fidelity Investments, Yum! Brands, Procter & Gamble, Anthem Healthcare, Bed Bath & Beyond, Mastercard- High-touch onboarding and ongoing relationship model; Led account teams and owned onboarding, adoption and contract renewal; Co-owned expansion opportunities- Led development and launch of new customer onboarding program for both Enterprise and SMB customers - Engaged with C-Suite, SVP, VP and Director levels

- Reported to SVP & GM, EMEA- Sent to London, UK to build out and manage the professional services and support teams in EMEA region for Enterprise and SMB customers. - Professional services sold as both retainer and project-based for EMEA customers. Included onboarding & implementation, as well as bespoke engagements. Scaled additional services through subcontracting offshore resources in India. - ACV ranged from $250K-$1.5M. Professional services fees ranged from $25K-$250K per project. - Customers included Aston Martin, BMW, L'Oreal Paris, Huawei, The Economist, Inditex (Zara Clothing and other sub-brands), Henkel, Unilever, Mastercard- Sold $810K in new services revenue for the EMEA region- Began offshore resourcing program in India to supplement on-shore team members, increase profit margins and improve project efficiency of professional services team - Created 4 new professional services offerings- Launched 24/7/365 Technical Support engagement model, including Premium Support option offering proactive & prioritized customized white-glove interactions- Engaged with Stakeholders at the EVP, SVP, VP and Director levels

- Reported to Sr. Director, Consulting- Managed two (2) professional services teams (consulting) focused on Enterprise and SMB Tech & Software customers, as well as Consumer Packaged Goods (CPG) customers. Professional services sold as both retainer and project-based for North American customers. Included onboarding & implementation, as well as custom engagements well into the customer journey.- Developed and championed the Domo Executive Sponsor Program, matching Domo executives with customer executive sponsors from strategic accounts- Grew each team from 4 to 8 team members in North America (16 total direct reports)- Worked with Enterprise clients such as Cisco, Samsung, Panasonic, Philips, Walmart, Bass Pro Shops, Crayola, AB/InBev and more. - ACV ranged from $50K-$1.8M. Professional services ranged from $25K-$500K per project.- Engaged with Stakeholders at the C-suite, SVP, VP and Director levels

- Reported to Sr. Director, Consulting- Managed professional services team (consulting) focused on Enterprise and SMB Tech & Software customers. Professional services sold as both retainer and project-based for North American customers. Included onboarding & implementation, as well as custom engagements well into the customer journey.- Led development of a Data Maturity & Adoption offering, coaching customers how to accelerate the data maturity of their organization and increase adoption and usage of data to make decisions- Worked with clients such as Cisco, Samsung, Panasonic, GE, Philips, Juniper, Lenovo and Hewlett Packard- ACV ranged from $50K-$1.8M. Professional services ranged from $25K-$500K per project.- Engaged with C-suite, SVP, VP and Director levels

- Reported to Manager, Consulting - Tech & Software- Successfully executed strategic consulting, services and implementation projects for 23 customers, using both strong business acumen as well as technical ability (SQL, systems analysis, data cleansing techniques, etc).- Decreased average project time to completion by 40% during tenure- Worked with clients such as Dropbox, NetSuite, Brocade, Nutanix, HP, Blackboard, Revel Systems and more. - ACV ranged from $50K-$500K. Professional services ranged from $25K-$100K per project.- Engaged with stakeholders at the VP and Director levels

- Co-created a two-person team challenged to increase technology investment banking transactions by developing relationships with premier venture capital investors - Increased total client meetings by 67% YoY, which helped facilitate 23 venture-backed initial public offerings, a 35% improvement vs. the previous two years- Fostered and maintained more than 40 relationships with key members of top venture capital firms to gain insider perspective and positioning in order to win investment banking deals- Created a tracking system of over 600 near-term IPO candidates spread across 90+ venture capital firms in the USA and Europe, using the data to inform team strategy leading to transactions for the BAML team

- One of seven investment professionals mandated with evaluating and investing in top venture capital funds to provide maximum returns for SVB Capital limited partners.- Led due diligence process of qualitative and quantitative analysis for 10 investments, deploying over $150 million- Built complex financial model templates and executed multivariate statistical simulations to predict financial returns from past fund investments and educate for future opportunities- Increased existing investment fund Excel model efficiency by eliminating unnecessary steps and calculations, saving an average of 15 hours of work per week- Investments included Sequoia Capital, Accel Partners, Kleiner Perkins, NEA, Greylock, Redpoint, Menlo Ventures, a16z, Battery Ventures,TCV and many more.