- Led Customer Success, Renewal, and Solution Engineering teams- Built a renewals management program resulting in a 78% increase of on-time renewals and 47% increase in multi-year renewals. - Built a bespoke onboarding methodology that migrated over 300 customers successfully on to the Webflow product. Increased gross retention rates by 7% YoY. - Founded and scaled the Customer Success team from 0 to 12 team members.- Developed a retention forecasting model that accurately forecast GRR and NRR within 3% variance, quarter-over-quarter. - Created the operational methodology for Customer Success, creating the customer journey, operational tooling, and executive board metrics reporting.- Achieved 92% gross retention in 2022 across $15.8M ARR under management.

- Built the Customer Success go-to-market strategy and customer journey for Wrike, resulting in a $2.28 billion acquisition by Citrix in 2020. - Led and grew the North American Customer Success organization, consisting 28 team members, including managing senior managers and team leads. - Developed a globally adopted work management maturity model which was adopted by Fortune 500 executives and was published on Yahoo, BusinessWire, and major technology news outlets.- Increased NRR by 4% quarter-over-quarter by developing customer and market segmentation strategies that maximized the efficiency of customer success touchpoints across 4,000 managed clients.- Created risk mitigation playbooks and retention strategy techniques that increased renewal rates by over 5% across all customer segments.- Founded the Wrike San Diego office. Scaled and grew the client success and professional services organization from a team of 1 to a team of 78 team members at this office.- Averaged 95% GRR and 121% NRR in 2018-2020. Responsible for the retention of $20M+ in SaaS ARR across all segments of business.

• Generated and qualified leads through cold calling, networking, targeted prospecting, and online marketing.• Converted over 300 leads into sales generating over $260,000 in revenue.• Analyzed client’s assets and finances to properly position products and expand sales revenue. • Overhauled sales and client intake processes, resulting in a 75% increase in non-core products. Process was implemented in multiple agencies. • Specialized in sales of complex, intricately detailed products that required expert product knowledge and sales techniques. • Provided prompt, accurate, and friendly customer service regarding insurance availability, eligibility, coverage, policy changes, transfers, claim submissions, and billing clarification.

• Managed lead generation campaigns designed to attract franchise purchasers.• Conducted keyword analysis and created multiple Google AdWords campaigns; implemented A/B testing of messaging and landing pages; monitored results using Google Analytics. - Lowered CPC by 50%. - Integrated customer data from multiple sources and created searchable CRM database using Excel for location-based customer communication. • Created content for social media channels, including Facebook page and Twitter handle. Increased social response by 75%.