- Spearheaded and scaled a high-performing team of 25+ Customer Success professionals, resulting in doubled MRR Expansion while achieving a 15% reduction in churn rate within 12 months- Architected and deployed an innovative customer onboarding framework that accelerated time to first value by 60%, dramatically improving product adoption rates and customer satisfaction- Pioneered customer-centric product initiatives through strategic collaboration with the product team, elevating CSAT scores above 90 points consistently- More than doubled the MRR Expansion in 2 years- Leveraged Hubspot, Metabase and Jira to establish data-driven processes, enabling precise performance tracking and continuous optimization of customer success metrics

- Engineered comprehensive Customer Experience KPIs aligned with strategic business objectives, establishing new benchmarks for support excellence- Designed and implemented sophisticated marketing automation workflows to optimize key metrics including CAC, LTV, and churn rate- Built and mentored a high-caliber team of 10+ Customer Support specialists, fostering a culture of excellence and continuous improvement- Established strategic partnerships with Product Owners and third-party vendors to drive operational efficiency and enhance customer satisfaction

- Designed and executed integrated CRM/Marketing strategies that unlocked new revenue streams and maximized SaaS engagement- Orchestrated a comprehensive Content Marketing strategy that delivered measurable increases in customer engagement and marketing qualified leads- Crafted compelling sales narratives and post-sale communication strategies to drive customer successLaunched targeted digital marketing campaigns that significantly boosted customer engagement and upsell opportunities- Implemented robust analytics frameworks to track and optimize Customer Experience KPIs- Developed and executed comprehensive training programs for new CX specialists

- Conceptualized and implemented digital content strategies and referral programs that accelerated lead generation across CS Teams- Optimized CRM operations and marketing automation processes to enhance Customer Success Qualified Lead generation- Pioneered the development and implementation of Customer Health Score methodology, resulting in reduced churn rates across the Docplanner group

- Developed and executed comprehensive digital marketing strategies for diverse client portfolio, driving measurable business outcomes- Orchestrated seamless communication between clients and cross-functional agency teams, ensuring project success and client satisfaction

- Led content strategy and creation across multiple digital platforms, focusing on:- Implementing data-driven content strategies to generate qualified leads through targeted website content- Building and nurturing engaged social media communities, driving meaningful client engagement and brand awareness

Conceptualized and executed targeted lead generation campaigns for local businesses, delivering measurable growth in customer acquisition