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Led and managed all post-sales customer facing functions, including Customer Success, Implementation, Support, and Training. - More than doubled my team from 9 to 20, while creating an open, dynamic, collaborative, and fun culture. - Founded Customer Success team (built from 0 to 5 CSMs) and Training team (including Instructional Design), revolutionizing our approach to managing customers. - Developed KPIs for all teams and initiated monthly cross-functional metrics reviews and churnreporting. - Managed implementation of new CRM system (Salesforce.com Service Cloud), streamliningworkflow for our Support team. - Standardized implementation methodology for each customer segment, improving rolloutefficiency across all tiers- Stabilized customer life cycle through churn monitoring, new customer engagement models, and post mortem churn reviews

Scoped and implemented this new role within Customer Success at Box that directly impacts communications and workflow for the 125+ member team worldwide. - Key stakeholder and voice of the CS organization in product development and product lifecycle discussions, influencing timing and approach to product launches and end of life decisions. Created comprehensive, proactive communication to all of CS and Sales Engineering on detailsof upcoming releases and changes. - Re-architectured the communications model between CS and Product, including launching monthly roadmap and trends meetings, product area Chatter groups, Product office hours, and a well-defined process and reporting infrastructure for CS to document product gaps.- Defined and launched the CS Project Management Methodology, including live, interactive trainings for all of CS, reference materials, monthly governance meetings, and visibility into 30+ projects being tracked across all CS teams.- Developed initial set of cross-CS onboarding sessions to ensure consistent messaging to all newhires during the first three weeks.

Led and managed a scaling, dynamic Customer Success Management team from three individual contributors to over 30. Designed and implemented systems and processes critical to scaling and growth (Box few from 75 to 1,200 employees while I was there). - Managed up to 17 direct reports at a time. Personally hired and trained 25 CSMs, including four who have grown into leadership roles in CS and eight who have successfully moved into other high impact roles at Box. - Defined one of Box’s first Career Mapping Matrices, for CSMs to define career progression within the team, and rebranded the team as Customer Success Management. - Partnered with my Sales counterparts to ensure alignment on accounts and successful account management throughout the lifecycle, including at renewal. - Instituted weekly Manager Visibility communications to my team, to address a key piece of feedback from the team and keep them informed of what I am working on outside of our direct team. These updates became a standard for other managers in CS. - Helped define the risk management and loss mitigation process for CSMs.- Strategically planned several CSM realignments, determining how the teams should be structured and which accounts should receive a CSM. This included designing a plan for offloading healthy accounts from CSMs for the first time, to help alleviate high account ratios. - Provided data driven analysis for CSM headcount planning and account allocations. - Worked closely with the Product and Marketing organizations as the voice of CS for productlaunches and updates.