Advised and managed go-to-market strategy and perpetual revenue engines for new products and startup opportunities.

Responsible for building a best-in-class customer success department by managing technical and business relationships, defining insourced and outsourced strategies, implementing business systems, and ensuring that the customer success team effectively drives ROI for customers. Drives team productivity to ensure renewal and upsell revenue goals are met. Communicated with all cross-functional team leaders to ensure smooth GTM for new products.● Designing and implementing a comprehensive customer success strategy for small to large enterprise segments, leading to over $30M in revenue and a 20% annual growth rate.● Spearheaded data strategy, resulting in successful CS platform integration and our first internal AI tool. Each led to increased caseloads by 20%/FTE and lower cost per dollar.● Established robust customer success operations, including forming a high-performing team of program managers, customer experience leaders, and technology experts.● Fostered collaboration among senior executives to align customer success initiatives with broader organizational goals, driving measurable customer satisfaction and retention improvements.● Redesigned product delivery processes from concept through go-to-market (GTM), resulting in record-breaking revenue and customer satisfaction. ● Optimized customer success operations through strategic technology implementations and workflow enhancements, significantly boosting organizational efficiency.

Directed commercial operations, implemented and enhanced business systems, and managed all workflows for the new products and customer-facing engagements essential to commitment to delivering exceptional customer experience. ● Led the development and execution of cross-functional customer success programs, ensuring alignment with corporate objectives and improving project delivery time by 20%.● Directed a successful renewals strategy overhaul, resulting in a 10% increase in renewal rates within the first year.● Utilized data-driven insights to craft and implement innovative customer success strategies, enhancing customer outcomes and driving business growth.● Increased SMB account management capacity by 20% by implementing creative automation solutions.● Pioneered cost-saving measures and improved customer engagement by designing and automating customer success workflows.

Led all operational, technical, and change efforts to build streamlined and effective sales processes. ● Managed and scaled sales operations during rapid growth, achieving a 20% year-over-year increase in sales.● Introduced innovative sales processes and automation solutions, expanding the addressable market and securing new enterprise clients.● Directed the creation of data-driven sales campaigns that generated significant new business from major clients such as IBM, GE Digital, and Thermo Fisher.● Played a crucial role in expanding into new markets, driving significant revenue growth and operational efficiency.

Supported and managed marketing and operations duties for a burgeoning high-efficiency server computer startup.● Played a crucial role in securing $25M in Series B funding by leading key projects and optimizing startup operations. ● Developed processes and technology to manage Build of Materials (BOM), supplier relationships, and inventory to streamline engineering and development efforts.

• Led national sales team in developing new sales strategies utilizing board seats and professional associations.• Pioneered entry into new markets, resulting in a 100% revenue growth for Builders Connection in two years.