As Sr. Program Manager (Customer Success) I work directly under the SVP of Customer Success to deploy, execute and run all CS programs. Primarily rooted in Risk Mitigation and Customer retention, I deployed such programs as a full scope renewals motion, CSQL capture and expansion driving programs, launched our Companies first ever Account Planning & QBR motion, as well as end to end Customer Success enablement. In addition to these program roles, I serve as our primary System Administrator on the operations side, architecting and running our Customer Success Platform which our team uses daily. Finally true to my front line customer roots, I maintain a front line presence with our customer base primarily driving and executing renewal and expansion motions, freeing our CS team to focus on the critical value driving and adoption motions.

As Sr. Enterprise Customer Success Manager at Totango I work as an embedded trusted advisor within their Customer Success Organization to help not only maximize their adoption of their CS Platform (Totango) but help implement best practices and strategies that will take their Customer Success Team to the next level. Primary responsibilities include; facilitating proper enablement of admins and end users, instilling best practices, driving adoption, collaborating with Sales on driving expansions, and striving to stay ahead of and mitigate risk at every level of the organization. To achieve the outcomes listed above, I conduct regular calibration meetings with senior leadership within each of my customers to ensure proper goal alignment. Regularly host workshops and training sessions, perform audits and analysis of current deployment and make recommendations on areas of optimization, ensure product feedback loop and voice of customer is widely echoed within our internal organization, and partner closely with aligned Account Executives on all commercial components (renewals & expansions)

As Manager of Renewals at Swiftly, I built out the renewal program from the ground up working closely with our Chief Customer Officer to ensure constant strategy alignment with our top line organizational goals & initiatives. As a member of the CS leadership team, I worked closely with individual contributors on coaching renewal negotiation tactics & ensuring thoughtful strategy was in place for each renewal. Working closely with a variety of teams in Accounting, Business Operations, Sales and Customer Success, on the goals of risk mitigation, account growth, and maintaining an above 90% retention rate. It is my responsibility to ensure each renewal event was approached in a proactive manner.

As Customer Success Manager at Moxie, I managed a book of 57 enterprise level eCommerce customers totaling an ARR of $6.5M annually. During my time at Moxie, I regularly conducted Executive Business Reviews, and managed all aspects of customer optimization efforts and retention efforts. I also worked cross functionally with our Solution Engineers and Sales Executives on various expansion and growth opportunities within my customer patch.

While working for Digimarc I was a true Swiss army knife of Customer Success & Relationship Management. I managed a customer book of business across two different SaaS product lines covering two very distinct customer segments in both Book Publishing and Digital Asset Management. I managed all aspects of the customer life-cycle from post sales implementation, through account optimization and renewal execution. In my spare time I also wore a few extra hats in marketing campaign management as well as coordinating all of Guardian's domestic and international trade show exhibits.

In charge of season ticket and memberships office for San Francisco’s three major Broadway Theaters (Orpheum, Golden Gate, and Curran) Directly manage a team of 5 CSRs serving a subscription base of 7,000+ accounts. Working under the Director of Sales & VP of Ticketing, I managed our annual Renewals, Seating, Printing & Logistics, as well as served as the primary point of escalation on customer service related items, and subscriber relations.