transforming CS with a customer success copilot that doesn't suck

Thrive Global's mission is to end the burnout epidemic with sustainable, science-based solutionsthat unlock employee performance and enhance well-being.Founded in 2016 by Arianna Huffington170+ Employees (NYC, Boston, SF, Dublin & Remote)$145m in funding from Kleiner Perkins, GoldmanSachs, Owl Ventures and others.

Developed and executed a global engineering strategy for our behavioral health platform in partnership with the CTO (Co-founder) and leaders of product, revenue & CISO.I joined SilverCloud Health to accelerate its expansion into the US. We designed new systems and grew the teams as needed to help achieve our goals. I managed engineering projects end-to-end, and coordinated internal teams (security, regulatory, engineering, etc.), and frequently contributed code.Notably, we migrated to an TF-driven immutable infrastructure, deployed to multiple AZ regions, with 0-minutes of downtime. This added a "9" to our contractual uptime SLAs. We also overhauled solutions engineering, hired in double-digit headcount growth, and managed onboarding for dozens of massive enterprises (and all the legal + regulatory hoops that came with it). Relevant regulatory exp: ISO 27001, SOC2 +HiTRUST, HIPAA

The team invited me to make strategic recommendations about the studio's digital offer. This evaluation immersed me in their customer + project lifecycles, and exposed me to the values that make IDEO's offer unique and impactful (I was embedded on multiple project teams, and co-ran several design thinking workshops). In this role I developed a contract and project template designed to develop confidence in digital outcomes via design-driven public pilots. These deals represent 15-40% expansion on $1M+ deals. The challenge became "how will software-powered products change the world for the better through IDEO?".Through this exercise, I've enjoyed the excitement of designing products along some of the richest creative minds in the world.

Owned our front end platform, technical interviewing, and mentoring engineering leadership & tech leads to drive impact & empathy. Company doubled in size (to 275) during my time here.

For 2 years, we massively up-leveled Upstatement's consulting services & technical capabilities. I reworked our agreement structure, packaged maintenance, and converted us from hourly to weekly rates. Retained $100k of slip in my first 2 months. Developed a technical internship program. Generally developed process + people across the org.

Together, we grew Bocoup into an icon on what it meant to be an Open Web company, and expressed that through work with Microsoft, Facebook, and Mozilla. We devoted ourselves to investment in OSS, resulting in employee-owned projects like grunt.js (https://gruntjs.com/) and Johnny-Five (https://github.com/johnny-five-io).

We developed a vision for what Bocoup stood for: "Moving the Open Web Forward". This lead to strategic partnerships with the TC-39 board, The newly-formed jQuery Foundation, W3C, and Mozilla.Owned project delivery and engineering ops for all of Bocoup's consulting work across a team of 15 engineers. Owned contracts and account management.