Led a Customer Success team of 5 CSMs and Senior CSMs, owning $10M+ ARR, fostering customer adoption, loyalty, long-term client relationships, and contract growth with multi-year retention. Additionally, provided comprehensive coaching to the team, equipping them with a diverse range of Customer Success skills to amplify customer engagement and productively advocate for customers internally. Built a renewed Customer Success Infrastructure/design, playbooks, customer lifecycle journey, and cross-department communication process.Key Achievements: • Co-built new renewal process guide for all CSM divisions - SMB, MM, ENT to leverage during time of contract renewal • Spearheaded roll out of new monetized product to current customer base- playbooks, pricing, tracking, TAM assessment• Worked with leadership to retarget CS team’s growth and retention goals through uncovering of a 50%+ forecasting gap based on previous fiscal year models • Designed CSM “Monthly achievement digest” for internal recognition of great CSM achievements• Lead multiple projects focused CSM quality of life improvements such as on reporting, cross functional communication standards and a new product roll out guide• Increased customer growth by 10% per quarter and reduced churn by 5% in FY• Increased customer NPS to 9.0 within 2 fiscal quarters

First Customer Success hire for the Organization, tasked with building the Customer Experience (CX) department from the ground up. Additionally, designed training and onboarding programs for new Shopmonkey employee hires across the organization. Created the new customer onboarding journey from signup through implementation to go-live, the MVP and advocacy customer program for marketing and product departments, the SLA framework for the entire Customer Success team and multiple automations for the Shopmonkey organization.Key Achievements:• Managed a team of 10 ICs who owned 99% of customer base (~$10M ARR book of business)• Hired 11 Customer Success team members• Lead company initiative on teams calibration/career leveling guide, performance reviews and compensation adjustments to help increase employee engagement, and grew retention • Created reporting for CS “vitals” related to customer base which led to a complete re-assessment of Customer Success team member efficiency improvements and engagement process with customer base• Co built customer health analysis reporting to identify highest customer churn risk customers. Along with customers who were engaged and actively using the product and features • Created 90% of playbooks for CSM team utilization- EX: churning customer, growth selling, escalation to product and engineering, cross department communication of customer issues• Achieved a 99% customer retention rate (avg <1.2% Churn QoQ)• Built daily automations within SFDC that reduced time spent by CSMs manually entering in customer information by 75%• Improved customer communication, Shopmonkey response times and customer satisfaction by 10% through Success and Support communication lines, standards, customer issue assignment

Enterprise level Customer Success Manager focused on $11M in ARR of Iterable’s top accounts. Collaborated with all levels of the customer organization and business units from C-level decision makers, to engineers, to individual admins managing their configuration needs. Key Achievements:• Engaged with high profile customers such as Nerdwallet, Fender guitars, JUUL cigarettes, The Athletic Sports, and Thumbtack• Created Success Plans and QBRs with customers to identify goals, objectives, insights and next steps deliver desired business outcomes leading to higher product engagement and customer satisfaction• Actively guided and influenced customers configuration designs for admins with industry best practices leading to higher engagement and revenue from their customer base• Communicated customer escalations, product requests, customer lifecycle journey hurdles and open tasks to product, engineering and involved leadership members increasing customer trust and usage • Renewed 100% of personal account list. Successfully handled a zero down-time renewal business model throughout multiple quarters • Actively leveraged contract expiration shut off procedures which drove the product department to create functionality in the product to do so, but also, a repeatable Customer Success process for CSMs

Customer Success Manager responsible for as many as 300 customers ($15m ARR) with active users ranging from 5 to 1,000+. Promoted in responsibility to mid-market and Enterprise level customers with a combined book of business of $25M in ARR. Key Achievements:• Oversaw and managed key customer accounts such as Medallia, Digital Realty, Looker, Mongo DB, and Egnyte• Outstanding Customer Success Award: Received award for highest retention, add-on, and renewal metrics across the entire Customer Success team • Consistently renewed a minimum of 95% of personal account list with a zero down-time renewal business model throughout multiple quarters • Proactively and reactively upsold customers for increasing subscriber count and module purchases. Demoed modules and products to customers and teams ranging from entry level analysts to C-level • Managed migration discussions, demos, and sales process of customer migration from smaller SMB platform to the Enterprise level platform. Developed product knowledge to independently showcase solutions to customer requests and upsell the value of increasing purchased product sets • 110% retention rate with an average of 95% year over year• Most growth by a CSM with $1M in add on opportunities closed in a single fiscal year• Most contract renewal price increases by a CSM with $140,000 in a fiscal year• Reduce company churn to a single digit percentage through self-created Customer Success playbooks

Project managed and implemented multiple projects throughout any given quarter fulfilling a complete implementation model - initiation, data requirements gathering, product build, testing and QA, user training, go-live procedure and post go-live problem solving as requested/contracted. Key Achievements:• Solutions Consulting: Consulted small to medium sized business customers ranging from 5 to 150 users on best practices and streamlining their daily processes with the product. Consulted customers on potential new optimized configurations and solutions to configuration hurdles • Salesforce Implementation: Implemented Salesforce platform SaaS product to various organizations. Built custom fields, reports and object relationships. Supported the creation of custom objects and offered solutions to data integration issues • Project Implementation: Successfully completed over 50 implementations with well documented build processes, build components, build test results and end-user guide documentation • Product Development: Effectively collaborated with multiple departments including but not limited to, product management, engineering, quality assurance (QA), and marketing and support, to enhance and improve the product for both the end user (User Interface) and internal effectiveness • Product Testing: Documented and tested new features, new package releases, product enhancements, fixed bugs and end-user requests. All testing required detailed documentation and process changes if needed• Solely created multiple SOWs (statements of work) which reduced Professional services response time from weeks to days