• Launched Customer Success Qualified Leads (CSQL) program that generated $2MM+ in opportunities, partnering with Account Management to capture revenue during a tough economic year (2023)• Shaped the revision of the Customer Journey and its operationalization (defining key touchpoints, Gainsight tooling, KPIs, decks, change management)• Built systems and tools to make the work experience more equitable, inclusive, and supportive for BIPOC customer-facing employees:• Spearheaded a structured escalation path for frontline managers and above, equipping them with the critical thinking / inclusion skills to create a safe and supportive environment for BIPOC customer-facing employees who are at risk of facing unconscious bias in their customer escalations; resulted in 40% increase in Black CSM engagement and feelings of inclusion (https://www.paradigmiq.com/our-impact/greenhouse-partners-with-paradigm-to-support-customer-facing-employees/)• Developed playbook and revised the hiring process to be more inclusive, equitable, and structured to help the CS department achieve it's KPIs for DEI (e.g., increasing the percentage of underrepresented folks in the pipeline at every stage, etc.)• Hired and developed 25+ CSMs who successfully progressed up the career ladder (L2 to L5) with an average employee retention of 4+ years at the company (growing on my immediate team or moving onto Enterprise CS, Management, or Services)

I’m proud to serve as the co-chair and founder of Greenhouse’s first ERG for API folks for 3 consecutive years.

• Lead and coach a team of 10 CSMs across Mid-Market and SMB segments (~30MM ARR)• Designed and facilitated over 20 workshops across the company, department, and leadership level on topics ranging from self-compassion, emotional intelligence, Non-Violent Communication, high-performance, and belonging that resulted in high NPS scores (70-100)• Spearheaded scaled services (1:many) program in Mid-Market segment that resulted in increased customer engagement, community building, and feature adoption• Led the revamp of CS Career Ladders end-to-end; from design, validation, pilot, to rollout that resulted in the creation of longer Employee Lifetime Value, clearer metrics, expectations, and outcomes for professional development• Co-created the first-of-its-kind offsite for the San Francisco office to foster team integration and collaboration following the merging of 2 departments (Customer Success and Support)

Senior Customer Success Manager, Enterprise (1/2019 - 10/2019)I partnered with some of our largest customers to ensure that, through Greenhouse, they hire better people while providing an outstanding candidate experience!Senior Customer Success Manager, Mid-Market (7/2018 - 12/2018)• Onboard customers onto our new D&I product, Greenhouse Inclusion• Collaborate with Product Management, New Products, and other Customer Success team members to rollout new D&I product successfully and drive ROI • Top performer in our CSM incentive program (SPIFF) for upsells & expansion

Having been a CSM for over 100+ customers, I view myself as a consultant in the talent industry. Afforded with widespread perspectives into the talent tech-stack, processes, and initiatives, I consult my customers on best practices to fit their organizational needs. I work with cross-functional stakeholders and elevate talent teams to be strategic business partners to their organization. My job is to help my customers solve for the following:• Discuss strategies around scaling, org-wide adoption, change management, structured interviewing, sourcing, D&I, system architecture build, headcount planning, and candidate experience• Drive insights from reporting on KPIs / metrics to identify bottlenecks and areas for process optimization (executive dashboards, conversion rates, team activity, pipeline, etc.); leveraging google sheets, BI tools, or APIs• Obtain buy-in from hiring managers and empower them to be more hands-on with recruiting• Streamline and refine the company's recruitment processes and translate them into Greenhouse • Discuss system integrations and architecture design with upstream/downstream systems (e.g., Workday HRIS)Notable accomplishments:• In the first 6 months, ramped to a book of 100 customers (~2 million ARR)• Steadily managed over 100+ customers for eight months, simultaneously responsible for new implementations• With the release of new products, led the charge in upselling and developed playbooks to enable team success• SME for business intelligence product; partner with BI analysts of my customers to discuss Tableau dashboards / API related builds• Lead and refine Greenhouse Consultant Certification Training Program (2 cohorts completed) to expand our footprint in servicing customers• Recognized by multiple customers as being a business partner in helping them report on and iterate process change

Expanding RBTL's corporate footprint to help people-first companies embody emotional intelligence.