Thrilled to be working with a world-class team, leveraging computer vision AI to transform physical security, and driving success for our customers

Enterprise Customer Success Manager at an AI industry leader, owning 24% of company-wide ARR. Focussed on strategic accounts while contributing to team-wide forecasting, health tracking, CSAT and value measurement- Responsible for $7.4M book of strategic customers driving outcomes that increase retention, expansion, and advocacy achieving an NRR of 124%- Rescued $2.3M of at-risk revenue for a multi-year renewal through analysis of customer inefficiencies and provided strategic guidance on product utilization that saved the customer $1M per quarter – doubling customer ROI of original investment- Onboarded 190+ end users to adopt a computer vision AI solution and partnered with the Product and Research teams to increase initial CSAT by 24+ points in 3 months- Developed a deep understanding of clients processes to offer tailored AI solutions, partnering closely with Product and Research teams- Conducted in-depth account assessments to identify customer needs and goals- Developed and implemented customized success plans aligned with clients' business objectives- Provided strategic guidance on product utilization, optimizing the client's investment- Acted as a liaison between clients and internal teams, ensuring clear communication and alignment

Focused on strategic accounts while contributing to team scaling by creating Customer Success playbooks to share best practices- Book of business included six strategic accounts withan ARR of $5.9M~ including Fortune 50 Pharma and Financial Services companies- Managed executive relationship and created mutual success plans and achieved average NRR of 104%- Partnered cross-functionally with Sales, Product, Marketing, and Professional Serves to turn around an at risk customer to a $1.3M, multi-year expansion over 6 months- Improved Customer Success forecasting by establishing a company-wide risk management process and supporting playbooks within Gainsight- Created playbooks across the customer journey including onboarding, adoption, expansion, and renewal to standardize best practices across the organization- Provided strategic guidance on product utilization for customers, including new use cases across lines of business

Senior Customer Success ManagerExceeded targets in a high-growth SaaS environment by increasing licensing demand across a wide range of account sizes- Uncovered business needs, created mutual success plans and achieved average NRR of 113%- Fostered strong relationships with executive-level stakeholders to understand their vision and align our services accordingly- Led customers through the full lifecycle from onboarding, and implementation to adoption, renewal, and expansion- Acted as a subject matter expert, providing guidance on industry best practices- Increased depth of product adoption by identifying new use cases across lines of business

Managed project teams to deliver strategy, culture, and business transformation projects for customersProject: Designed a service offering to drive culture change. Created playbooks to drive adoption and achieved increased employee engagement scores in 83% of participants- Onboarded teams and delivered 18+culture workshops across North America- Led a team of seven to design the program and conduct two pilot phases for approximately 250 participants- Drove 17% improvement in team culture measure through iterating on the service offering with participants

Specialized in strategy, business transformation as well as change management projectsProject: Established relationships with executive level decision makers and achieved 100% adoption of supply chain measurement (SCOR) metrics across business units- Deployed six metrics within company-wide ERP system across 15 business units with their own disparate systems- Onboarded end users by delivering six metric specific workshops to 150+ specialist around the globe - Drove business units to an overall increase of 4% increase one quarter after establishing measurement and reporting structure