• Owns a portfolio of 120+ Enterprise customers with over $2.6 million ARR• Proactively manages customer engagement to deliver value and achieve strong customer health• Plans and executes customer onboarding, training, and set up for new customers, including in-person and virtual training• Analyzes data to identify and implement improvement plans for reducing churn• Influences others and works collaboratively across Product, Engineering, Sales, and Support to drive resolution to complex and ambiguous customer-impacting problems

• Developed a device evaluation process to ensure smart devices were tested and approvedprior to being available in the sales catalog• Created a process for operational readiness for all new product and device releases

• Managed a high-performing team of Customer Success managers and specialists• Collaborated with and influenced the Implementation and Support teams to ensure the entire post-sale customer experience met exceptional standards• Achieved outstanding customer health, maintained a high renewal rate, and collaborated with Sales to contribute to customer expansion

• Managed the CSM and DweloCare Support teams• Captured and communicated product, user education, and field service failure patterns for the relevant engineering and business stakeholders• Engaged Team Leads in quality improvement initiatives and continuous improvement efforts• Trained and promoted DweloCare Team Lead to DweloCare Team Manager

• Hired, motivated, and coached a team of 6 CSMs to provide exemplary service • Drove continuous improvement efforts by engaging the team in finding and delivering creative solutions to complex problems

• Planned and executed in-person onboarding and training plans for property team members at 65+ Dwelo smart communities• Project-managed device installations at retrofit communities • Led smart hardware installation training for apartment community staff members• Tracked success metrics and reported them regularly to property teams, demonstrating the value of Dwelo