Postscript is a leading SMS Marketing software provider for Ecommerce companies on Shopify. During my time, we scaled up the Customer Success team from 6 folks to 40+ to support 2.5x revenue growth. We split the team into Onboarding, Customer Success, Support and Services. Hired Directors of Customer Success to lead each team and we put reporting, processes and comms in place to support our growth. Extremely competitive team and leadership and well positioned to compete in the space.

The Underscore Core is a curated group of exceptional entrepreneurs, executives, and experts who work in partnership with Underscore VC, an early stage venture capital firm, to identify transformative entrepreneurs and support them as they build iconic companies. Core Members have collectively built hundreds of companies, created thousands of jobs, served millions of customers and created billions of dollars of value for their stakeholders.

Drift is the world’s first and only conversational marketing platform. With Drift, customers can create a seamless conversation flow on their website and generate more qualified leads and meetings with their high intent prospects (all without using forms). As the Senior Director of Customer Success at Drift, I am responsible for delivering a world-class experience for our customers and developing and growing our Customer Success teams.So far…• Grown the Customer Success team to over 30 (amazing) people• Created consistent processes for onboarding new CSMs, developing individuals and the team and hiring• Worked closely with product teams to improve customer health and improve the customer experience (and customer self-service)• Consistently overachieved against net-retention and gross retention targets• Worked closely with Account Management and Sales team to create renewal and expansion motions across Customer Success and Sales• Moved from firefighter Customer Success Managers to Strategic Consultants focused on improving the health of our customers• Promoted 13 people (and counting) into different roles in the last 15 months into Onboarding, Management and Product roles in addition to promotions as part of a career path (CSM to Sr. CSM)• Built strong processes and data centric culture for onboarding, optimizing and renewing and expanding customers • Hired and promoted a strong management team across our Customer Success groups

Klaviyo's data science platform allows eCommerce companies to tap into deeper insights about their customers and create exceptional customer experiences through email. As the Director of Customer Success at Klaviyo, I was responsible for growing and developing the Customer Success, Customer Support team and Customer Academy (our customer facing help center and training site) teams.• Grew Customer Success team from 7 to 42 (and growing fast!)• Responsible for management and development of Customer Success team• Instituted new standards for internal training and development• Implemented and optimized metrics and performance reporting• Created efficient cross functional processes between Product, Engineering, Sales and Customer Success• Delivered an exceptional customer experience and support experience to thousands of customers across the globe • Built a kick-ass customer centric culture on the team ;)Love Klaviyo. If you are in the marketing space and work for one of the fastest growing companies around, give them a shout!

WeSpire is the employee engagement platform that helps forward-thinking global companies design, deliver and measure the benefits of positive impact programs like sustainability, CSR, wellbeing and more. Our platform uses the power of great content, social networks and game mechanics to increase awareness and inspire measurable action. As the Director of Customer Success at WeSpire, my team is responsible for working with customers to design and market their engagement programs. Our job is to ensure that our customers are always getting value from our product. • Hired, trained and led 4 Customer Success Managers • Managed sales team of 3 people• Revamped customer on-boarding and renewal processes• Defined customer success metrics and personas• Created new surveying, QBR and project management processes• Updated pricing and services packages• Team had the company’s best ever-quarterly performance• Streamlined customer support through a new customer success center and live chat• Elevated customer voice by creating an effective cross-functional process between product, sales and customer success.

VP of Strategic Programs and Customer Engagement for Flashnotes.com, the premier student-to-student marketplace for study materials. On Flashnotes.com, college students sell and buy course-specific study materials -- study guides, notes, flashcards, video tutorials, and live video help. At Flashnotes.com, I led the team responsible for acquiring new users, activating users, generating sales and increasing user retention. We also created and executed field marketing programs on campuses.• Implemented a customer acquisition and retention strategy.• Increased annual revenue by more than 4X through improved programs.• Hired, trained and led a team of 6 customer success managers.• Successfully executed field marketing programs on college campuses across the country.• Created a successful brand ambassador program and loyalty program.• Led special programs for increasing brand awareness, revenue and improving user retention. • Automated low-touch, personalized communications processes with 70K buyers and sellers

Intrepid Pursuits designs and develops beautiful mobile applications. Intrepid works with a wide range of clients, from Fortune 500 companies to small seed-funded startups. At Intrepid Pursuits I managed all parts of the sales cycle, including closing new business, developing new leads and relationships, running sales operations and managing the sales pipeline. Sold new services revenue by creating a Design and Discovery product.

Senior Manager for EMC, a Fortune 500 company that develops, delivers and supports information infrastructure and virtual infrastructure hardware, software, and services.In 2009, I was accepted into a highly selective Leadership Development program at EMC as the only MBA chosen for that program that year. I rotated through several parts of the organization and did everything from conduct detailed competitive analysis, research future M&A targets to launching a new set of services around converged networking, virtualization and cloud. I accepted a senior leadership position within the Presales organization and helped prepare a three year strategic plan to transform the organization and put leadership, reporting and planning processes in place.Highlights: Co-managed Strategy, Planning and Reporting functions for Global Presales (~3000 people). Implemented a regular, scalable business reporting process. Engineered transition from headcount planning to budget planning. Conducted detailed analysis on activities and workload of presales resources. Distributed activity reports and optimization plans – customized to local markets. Managed the presales financial planning process in 2012 and 2013, socialized final plans and distributed budgets. Traveled globally and localized financial modeling to reflect global economic trends. Conducted analysis and presented a long term integration plan to executives for a major EMC acquisition. Launched the Virtual Data Center Practice, a collection of services-focused converged networking, virtualization and cloud.

Full-time MBA student at Babson College.General focus on Entrepreneurship and Corporate Strategy. Participated in two semester long consulting projects. 1) Brand awareness and overall marketing strategy for Baskin Robbins. 2) Funding strategy for a small Non-Profit Magazine focused on Native American culture called Cultural Survival.

Marketing and Sales Associate for Global Rescue, a medical assistance, evacuation and security services provider for travelers, expatriates and corporations. I worked at Global Rescue while attending Business School. The company had great customer data and was just beginning to implement processes to help sales leadership analyze that data. I developed the company's first email campaigns and created regular reports on customer data and revenue information for the executive team and sales teams. I also aided in optimizing the sales funnel (lead conversion, optimizing sales activities). Highlights: Launched the company’s first ever email campaign that led directly to $4,400 in revenue in 24 hours. Integrated email marketing data and sales and revenue data with Salesforce.com. Optimized sales processes and sales activities.

Business Development Associate for RatePoint, a simple web-based solution for small businesses to easily collect, manage and promote authentic customer feedback. I interned at RatePoint during Business School when the company was aggressively building out their salesforce and introducing new email marketing services. I spent the five months conducting detailed customer analysis, reporting and running sales enablement activities. Highlights: Analyzed customer data looking for trends, usage statistics and trial-to-paid conversion statistics. Worked with company founders and senior management to improve sales processes. Conducted competitive briefings for junior sales representatives. Ran webinars for prospective customers.

Marketing Manager for Business Intelligence Advisors (BIA), a research, consulting, and training firm that uses techniques developed by leading experts in the intelligence community to enhance high value decision-making. I joined as the ninth employee and coordinated the operations of the sales team during a period of high growth ($2M to $12M). I did everything from managing clients and making cold calls to designing marketing materials and high level strategic planning. Highlights: Designed all printed and online marketing materials. Implemented Google AdWords and SEO strategies. Conducted all competitive and market analysis in support of new product and service offerings. Implemented SFDC. Worked with leadership team on long term strategic plan and short term budgeting. Established system for coordinating logistics for the training department. Served as client contact for top investment banks and audit firms.