Within the Centre of Excellence, I led the sales training and enablement initiatives for 300+ sales and customer success individuals across 8 international regions. Key initiatives included:• Managing the tech stack including procurement, engagement, contracts, and user training• Establishing forums to eliminate regional silos and encourage best practice sharing• Creating sales training and new rep onboarding frameworks• Reimagining the Sales and Customer Success post-won Salesforce journey to empower CSMs to track customer engagement more effectively• Forming operational efficiencies and removing internal barriers• Supporting regions in automating customer communication at the account level

I expanded the customer success team across 3 continents by scaling the best practices I previously created for the US team. The team was responsible for onboarding, engagement, expansion, and retention of over 5,500 B2B SaaS customers $70M ARR. Additional initiatives include:• Automating aspects of the customer journey including account-level customer communication, engagement, reporting, and health scoring• Led the Customer Health Dashboard project of creating an in-house health score dashboard in Tableau, thus saving the organization $120k/year in 3rd party software.• Leveraged multiple data points to tier and segment the customer base and created engagement/support parameters for each. This enabled the team to be more proactive with key accounts and supported organizational GTM priorities• Restructured the team to provide growth/managerial opportunities for CSMs. More than 60% of my hires were promoted within the organization

I built the Professional division’s first customer success team from the ground up responsible for 2800+ B2B SaaS customers across 26 products, and a portfolio of $46M ARR. Additional initiatives include:• Created a Customer Success Centre for self-serve support which received 200k+ visits/year• Tracked all customer engagement activities, communication, and support requests to empower the team to make data-driven decisions and look for opportunities for operational efficiencies• Formed a customer Advisory Board to guide organizational GTM initiatives• Recruited, onboarded, mentored, and managed a team of 5 CSMs• Established playbooks, KPIs, department goals, and the post-sale customer journey