Strategic Leadership | Customer Success & Support | Stoc (Crane NXT)Collaborating closely with an exceptional founding team to launch Stoc, a division of Crane NXT, a leading technology company specializing in securing, detecting, and authenticating critical assets for our customers. Stoc is poised to revolutionize the industry by leveraging AI-powered technology to disrupt traditional inventory visibility solutions.Key Focus Areas:Laying the groundwork for scalable and robust onboarding processes including hardware installs, on-the-job training and software activation Developing a high-performing Customer Success and Customer Support team to ensure long-term customer satisfaction and retention.

Key Achievements:- Scaled Customer Success operations effectively, supporting a customer base that more than doubled during my tenure.- Revamped onboarding workflows, resulting in a 2x increase in product usage and improved customer satisfaction.- Elevated the capabilities of the Customer Success Management (CSM) team, with a particular focus on enhancing the Enterprise CSM program to better serve large-scale clients.- Led the successful migration of the Customer Support team to updated systems and spearheaded the launch of phone support for all U.S. clinics, enhancing service accessibility.- Acted as an in-house Executive Coach, providing personalized leadership coaching to several members of the leadership team, fostering growth and strategic alignment.About Overjet:Overjet's artificial intelligence platform is revolutionizing oral healthcare by empowering providers and payers to enhance both clinical care and administrative efficiency. With a mission to create a future that is clinically precise, efficient, and patient-centric, Overjet has been recognized by Forbes as one of the Top 50 AI Companies shaping the future.

-Recruited post Series D to scale the CSM team, manage net revenue retention (NRR) through downsell/churn protection, and drive upsells to a 10K restaurant customer base. -Grew team from ~20 to 80 members that include CSMs, Directors, and Technical Consultants. Recruited, hired, and trained leadership across the team at the frontline Manager and Director levels.-Stood up Toast’s first 1:Many CSM team, using data-driven insights to determine team priorities. -Introduced Toast’s first Customer Health Score to enable CSMs to proactively address product adoption or churn concerns. Partnered with Product, BI, and Operations teams to access product use data, set inflection points based on user behaviors (e.g. support tickets, slow adoption), and set triggers based on data to initiate actions. -Redesigned and relaunched customer education efforts to focus on frequent support ticket issues, enabling a reduction of support call volume.-Launched digital communications strategy to increase product adoption by identifying customers needing support at specific points in their customer journey, selecting key information the customers require, and converting the information to digital formats (e.g. video, articles, product walkthroughs).

-Joined as a founding member to deliver customer experience strategy, build CSM and Support teams, and establish automation and technology to ensure efficiency. -Recruited, hired, and trained CSMs, Solution Engineers, Support Representatives, Customer Operations staff, and a Director of Support. -Defined strategy and led execution for new account onboarding focused on automation and personalization. -Led efforts to reduce time to resolution (TTR) through improved workforce management and increased alignment with Product. -Partnered with sales to develop pricing and packaging models during new market entries. -Maintained invoicing services and financial records of all customer accounts.-Supported IT/Security team on developing customer focused protocols to ensure SOC 2 compliance.Represented executive team in board meetings and fundraising efforts.

Assisted in the development of the Media Management and Marketing course. The goal of the course is to empower students to become better marketers in the digital age. Developed course syllabus, lectures, coursework and final project.

-Developed and launched the Premier Services offerings for HubSpot. This was a professional services package that gave our customers access to an elevated tier of support and strategy. -Managed, Recruited and Trained a team of elite Consultants on the Premier Services team.-Trained and supported the sales team-Took the program from an idea to $3 million in annual recurring services revenue

Lead a team of Marketing Consultants within our Enterprise division. Responsible for marketing strategy, product training and long-term customer success. Manage a portfolio of HubSpot clients, helping them to get found online using inbound marketing strategies including:- SEO & SEM- Lead generation and conversion- Email marketing- Social media

Developed and ran the Services Product Specialist program; aligned the Services Division with product managers.Managed a funnel of 35-45 recurring services customers on an ongoing basis. Provided strategic advice, plan and built marketing campaigns, and drove product adoption. Perform account management activities focusing on customer retention, internal advocacy, cancellation requests, and daily engagement.

planned and executed media plans.