At Nium, we operate at the intersection of an increasingly interconnected world, where the traditional finance industry has been disrupted, and on-demand is in demand. Our payments infrastructure is leading a transformation in payments, enabling anyone, anywhere to make and receive payments instantly, regardless of the location or currency. We currently support:Regulatory Licenses and Authorizations in 40+ Countries, enabling seamless onboarding, rapid integration, and compliance190+ Pay Out Markets – 100+ in real time35+ Pay In Markets30+ Card Issuance Markets100+ Supported CurrenciesToday, Nium is the leader in real-time global payments and the fastest way to send money across borders. We are co-headquartered in San Francisco and Singapore, with regional offices in Australia, Brazil, Hong Kong, India, Indonesia, Japan, Lithuania, London, Malaysia, Malta, Netherlands, and UAE.

Highlights- Promoted from Manager of Customer Success to Head of Customer Success for the Mid-Touch team in 2021- Own growth, retention, renewal, and customer advocate program for Mid Market accounts representing $20M ARR and achieving 1% churn, 96% CSAT- Forecast revenue retention and growth opportunities across portfolio - Led a top revenue initiative resulting in $2M additional ARR - Defined, planned, and led rollout of new customer segmentation and engagement model for Mid Touch accounts- Hired, managed, coached and mentored award-winning first and second-line managers and CSMs across the global customer success teams- Presented customer journey mapping session at Customer Success Festival conference in Las Vegas 2022- Presented people leadership approach at virtual Women in SaaS Summit 2022

- Hired customer success managers and grew team 3x- Built the 1:Many program from the ground up- Revamped training program, reducing ramp-up time from 3 months to 4 weeks- Optimized customer success playbooks and internal processes- Launched annual and bi-annual business review process, built out talk track, and trained team- Collaborated with cross function team leaders to improve escalation process and internal/external SLAs- Met all KPIs 96% Customer Health, 1% Churn, 88% adoption- Initiated Global Diversity Committee resulting in the foundation for employee resource group (ERG) program, started and served on the Caregiver ERG steering committee; created request and tracking system for global ERG budget

Teach Upbeat - Adviser to CEO and VP of Program (B2B EdTech SaaS)- Developed go-to-market strategy: defining ICP, competitive research, provided recommendations on service offerings and roadmap, created marketing materials and key messaging- Sales process optimization by defining customer journey and using automation for prospecting, lead nurturing, and closing deals- Advised on customer success strategy and program- Doubled conversion rate and reduced attrition by 50% with creative optimization & A/B testingSIS Circle (B2C Wellness)- Designed, planned, and executed multiple professional and personal development workshops including DocuSign for Women workshop, Women Leaders panel, Women of Color Entrepreneur panel, Customer Success Panel- Organized and led retreats for women focused on stress management, wellness and self-care

+ Original core team growing $2M to $100M+ in annual recurring revenue+ Led customer engagement strategy formalizing customer advocacy programs: advisory board, power users, focus groups+ Founding member of the Equity Committee - ERG focused on diversity, equity, and inclusivity+ Created effective marketing programs ensuring customer-centric communication resulting in 3x email open rates, and increased registrations at national conferences and events+ Served on committee to branding and Go-To-Market strategies with executive leadership+ Worked with internal SMEs and external agencies and customers to tell customer stories, develop thought leadership content, and press releases

+ Developed and championed customer success framework that covered all aspects of the customer journey including implementation, training, adoption, renewal, and cross-sell/up-sell+ Hired, trained and led a team of world-class Customer Success Managers to oversee full customer life-cycle for 1,600+ school districts and charter schools serving over 5 million students across the U.S.+ Promoted the VOC across organization resulting in improved NPS score, 98% renewals, and higher adoption rates+ Launched company's first customer marketing program including the development of customer reference program with case studies and testimonials, thought-leadership webinars, and informative e-newsletters

Hired as first leader of Client ServicesLed and managed the implementation and technical support teamsOptimized professional services and account management workflows

+ Provided market intelligence and analysis of the competitive landscape to inform merger and acquisition decisions+ Built and leveraged relationships with internal and external business partners to complete business analysis for projects and investments+ Provided functional diligence expertise to support business acquisition

+ Led a team of 40 Account Managers to oversee full customer life-cycle for 1,000 school districts and charter schools serving over 3 million students across the Western U.S.+ Drove multi-million dollar renewal business and expansion strategyPlanned and executed annual user conferences+ Delivered top references to the sales team and built advocate program

Projects included:- planned and delivered technology integration plans and training at various school districts- strategic consulting with CEO of EdTech company - facilitator/instructor/coach to new teachers including work at The New Teacher Project- overseas teacher (Okinawa, Japan)

- Recruited, interviewed, and hired institute staff- Managed $1M summer teacher training budget- Planned and executed teacher training program for 500 new teachers

Coached and mentored beginning teachers