I am a seasoned B2B professional with over 15 years of experience in the tech industry, specializing in Customer Success, Education, Training, and Marketing. My career has been defined by my ability to build high-performing teams from the ground up, driving retention, enhancing customer satisfaction, and fostering a culture of innovation.I have a proven track record of hiring, coaching, and leading interdisciplinary teams. As the Head of Customer Education & Support at Ceros, I built a team of 20+ experts across Training, Education, Support, and Customer Success, fostering a culture that encourages experimentation and personal growth - resulting in the highest retention of employees across the entire business.My focus on customer satisfaction has consistently delivered results. My team spearheaded an AI-first Customer Support system, reducing customer inquiries requiring human intervention by 40% and significantly improving resolution times. Additionally, by integrating AI processes across Training and Support, we reduced content creation time by 80% and lowered the average Customer Support resolution time by 70%, from 2 hours to 36 minutes. These innovations have empowered my team to identify upsell opportunities and mitigate churn more effectively.