B2B/SaaS Customer Success, Experience and Product Strategy advisor

Polso Health is working to transform chronic care management by developing an advanced Remote Patient Monitoring (RPM) platform based on the company’s world-class signal processing and data science capabilities.

WHOOP is on a mission to unlock human performance by providing personalized coaching and actionable insights grounded in sleep, stress, and recovery using wearable technology. WHOOP Unite, the company's B2B business, provides a comprehensive solution for organizations to elevate the health and resilience of the people they serve. Through the WHOOP Unite solution, analytics and insights are shared to cultivate the programs, policies, and incentives to improve overall health and performance with objective data.Reporting directly to the Chief Business Officer, I was hired to revamp the Customer Success function, oversee Enterprise member support and advise on B2B product strategy. I was responsible for the relationships with customers across athletics, healthcare, business, and government; driving value with WHOOP Unite; and transforming the Customer Success team into a proactive revenue-generating growth engine.

Flyreel [acquired by LexisNexis] is a B2B2C AI-based insurtech that puts the powers of data collection in the hands of policyholders for carrier underwriting, loss control operations, and claims processing. Fueled by AI, Flyreel delivers a next-generation digital experience for smartphone users that collects valuable property intel about interior and exterior spaces, providing more accurate and up-to-date property information without requiring “boots on the ground."Joining as one of the initial employees, I built and led the Customer Success and Product Support teams from seed funding through multiple investment rounds (overseeing 20+ staff), leading to acquisition. This included transforming all B2B and B2B2C customer-facing functions for scale, including organizational design, processes, and systems to support rapid business expansion.

Provided business development advisory consultation to small businesses in the tech, civil and energy markets.

Progressive leadership roles, overseeing complex strategy and technology programs as well as new business and account growth efforts. Provided executive oversight for a portfolio of contracts valued at more than $90M. Served as U.S. western region health practice lead, managing a direct team of 90+ staff across 10 states. Previously served as regional U.S. Government civil market lead, responsible for developing and executing strategies to grow the regional health and civil buisiness. Results included more than $40M in increased contract values and follow-on business, as well as expanded market usage of the firm’s services. Also served as senior leader for the Denver office, overseeing office operations and people programs for more than 120 geographically-dispersed staff.

Managed multiple concurrent CRM software implementation project teams, overseeing the onboarding of customers and developing customer success strategies to achieve desired business outcomes.