Backed by leading VC firms, Code Climate is a $10M start-up that provides best-in- class software products and experiences – allowing technology leaders to make confident, data-driven decisions that fuel elite team performances at scale.Hired to optimize customer success function during a period of leadership restructuring, I led and mentored a geographically dispersed team of 14 in supporting 250 customers.Highlights of Impact:- Owned strategy, development, and execution of programs that drove customer awareness, demand, retention, and training.- Led massive, full-scale cleanup of outstanding 6-figure billing issues.- Brought all renewals current- Built foundation for customer journey and onboarding experience, slated to launch Q2 '2023.- Established forecasting and reporting processes to identify customer health, churn, and upsell rates.

Originally hired as Executive Director, Employee & Brand Success, I headed multiple 6-figure cost savings initiatives, managed a $9M budget, and oversaw 5 direct + 50 indirect reports. In 2020, I was promoted to lead a global team through a reorganization that combined domestic and international brands, optimized operations, and established brand consistency. Highlights of Impact:- Oversaw migration of 43 websites in 18 months. Managed a community of 900 users to streamline content management and best practices improving engagement across traditionally siloed brands- Supported business transformation that achieved $2.5M in savings by directing change management migration and supporting the training of 3,800 employees to G-Suite from Microsoft implementation, as well as Workday transition.- Shifted cultural mindset while boosting employee competency, morale, and retention by improving training and onboarding experience. Built a new training team, digitized the employee handbook, and created a new peer recognition program. - Championed $50K business development investment and resource alignment to CTO; new revenue channel resulted in $20M in sales in 2022. - Improved speed and efficiency of engineering by leading the global rollout of Code Climate across the organization.

Recruited by the founder and CEO to oversee Customer Experience, I influenced key business decisions by analyzing and communicating feedback and data from various tools (Mixpanel and Google Analytics). Additionally, I developed core company tools, including onboarding experiences, customer satisfaction assessments, and pricing models. I succeeded in driving 14% customer growth by reducing customer churn and improving customer satisfaction. This directly impacted the company’s acquisition of $5MA Series A funding, which was secured 3 months after I left.

Ceros is the world's leading collaborative design platform, driving the creation of interactive web-based content and marketing solutions. Clients include some of the world's leading brands such as Michael Kors, Gucci, Mashable, NewsCred, BNY Mellon, and Uniqlo.As VP, Customer Success, I led a world-class customer success team who continually exceeded renewal rate and revenue goals in both North America and EMEA regions. My team grew customer lifetime values by boosting product adoption and customer satisfaction scores. Highlights of Impact:- Increased renewal rates/decreased churn by establishing new onboarding customer experience, customer survey, and quarterly reviews – achieving 118% of goal for North America and 102% of goal for EMEA region.- Drove annual spend increases up to 160% by identifying up-sell opportunities with the existing customer base.

WGSN Group is a B2B global solutions provider of market intelligence using a SaaS collaborative cloud-based platform providing value-added client services to accelerate competitive edge and product development innovation.I led strategic planning and post-sale client services for $32M P&L and a 40-person global team that supported 3K+ customers. Originally hired as a Director of Client Services, I was promoted to VP, Client Services in 2013. Highlights of Impact:- Drove customer business growth by developing and launching premium services, including industry-first Service Cloud and telephony system; within 6 months of launch, increased account retention 8% and revenue 7%.- Launched and led customer success & engagement programs to drive revenue, improve efficiencies, boost account retention, and scale growth.

Monster.com is a $1B provider of career and talent management products/ services formed via multiple mergers and acquisitions, including Yahoo! (who had previously acquired HotJobs). I began as a Manager, Customer Care at HotJobs in 2000, which was later acquired by Yahoo!During my tenure, I was promoted 5x due to excellence boosting revenue and customer satisfaction. Roles included: Director, Customer Performance Optimization (Monster) • 2011 – 2012 Director, Client Services (Yahoo!) • 2008 – 2011 Sr. Manager, Customer Care (Yahoo!) • 2002 – 2008 Manager, Customer Care & Fulfillment (HotJobs) • 2000 – 2002 My experience with the company culminated in the Director, Customer Performance Optimization role, where I implemented a proactive account servicing program, and hired a team responsible for at-risk enterprise accounts.Highlights of Impact:- Improved proactive sales activity from 20% to 60% by introducing and analyzing BI and customer data analytics.- Increased global Fortune 50 client account spend 500% in one year by optimizing services to improve ROI. - Invited by leadership to lead the integration of customer account data following Monster’s acquisition of Y! HotJobs. Ensured 100% data integrity and customer service satisfaction during the migration. - Achieved President’s Club status 5 times.