• Currently leading a growing team of Enterprise, Mid-Market, and SMB Customer Success Managers• Successfully exceeding key targets for GLR (Gross Logo Retention) and NRR (Net Revenue Retention)• Executing the creation of a pooled model CSM team managing customers at scale• Developing and evolving strategies for best in class customer experience satisfaction• Strong cross-departmental collaboration with Sales, Business Development, Product, Engineering, Ancillary Revenue, and other internal supporting teams

• Customer Success leader for products acquired by Instructure• Exceeded targets for CX generated closed-won bookings (upsell/cross-sell)• Consistently beat revenue retention targets• Cultivated scalable solutions for complex multi-product customer relationship management• Strong interdepartmental relationship development

Successfully managed and developed a team of Customer Success Managers overseeing our Enterprise and Consortium level accounts for Canvas LMS.

• Managed a team of Customer Success Managers• Exceeded team customer expansion upsells• 100%+ department renewal revenue retention• Key strategy and innovation for Customer Success processes at scale (pooled CSM model)• Consistently achieved superior results on bi-annual CSAT surveys• Strategic delivery of Executive Business Reviews (EBRs)• Strong cross-team collaboration and partnership for success

Managed the success of the customer from implementation, onboarding and adoption of Canvas LMS. Exceeded KPI expectations on renewals, EBRs, upsells and CSAT surveys.

• Management of Account Management and Fulfillment teams• Customer churn management• Process management and workload assignment• Fulfillment and KPI reporting• Social media marketing and reputation management• Paid advertising campaign management

Post-sales account management of key accounts, management of creative fulfillment team, ROI performance reporting and strategic account reviews.

• Developed a digital campaign strategy for Huggies mentored by Ogilvy• Researched gluten free industry for Newgrains, a local gluten free bakery, using Qualtrics surveys and analyzed data using SPSS• Managed branding and media campaign launching BYU Museum of Art exhibit: “TheWeir Family 1820 – 1920"

• SEO fulfillment for various national and local business such as NordicTrack, Salisbury Homes, and Interwest Safety Supply, Inc.• Communicated with website administration to manage advanced link building.• Developed and optimized websites using basic HTML and CSS for SEO purposes.