• Member of leadership team, reporting to CRO, overseeing Customer Success Managers, Implementation Specialists, and Customer Support team.• Developed and implemented a comprehensive customer satisfaction initiative (e.g., NPS surveys, post-support ticket closure satisfaction surveys) and communicate and act on regular feedback analysis with Sales, Product, and Engineering colleagues.• Established a Customer Health scoring system using CSAT surveys and other customer engagement data. • Work closely with the Marketing team to identify growth opportunities, including for adoption of value-added services, resulting in 10% YoY increase of same customer spend.• Increase Customer Support efficiency by introducing more tailored customer-facing workflows (to minimize tickets), as well as new alternative mobile-chat channels (for improved responsiveness). • Set monthly and quarterly business objectives for eight-member team. Skilled hiring manager, mentor, performance manager.

• Member of executive leadership team for ecommerce fraud solution startup, reporting to CEO. Recruited to build the Customer Success organization from scratch including hiring and onboarding four Success Managers and Support Specialists. • Created end-to-end Customer Experience team, assuming responsibility for Technical Support and Solutions Engineering, and combined them with Success and Support to optimize client onboarding, Sales-to-CS handoff, and hyper-care procedures.• Implemented client tiering to ensure appropriate levels of support to each account. Introduced and executed strategic success plans for CSMs to optimize performance of top 60 accounts.• Implemented MBOs to drive quarterly focus and help the company achieve its overall goals including increasing reviews, creating more case studies, and driving adoption of new solutions.• Prepared and presented Customer Experience updates at quarterly board meetings including the strategy to improve client and revenue retention and cross-product adoption, CS technical strategy, and key pain points.

• Recruited, hired and managed a team of Customer Success Managers to own relationships from implementation through renewal. Built reporting for ongoing customer health monitoring and churn risk identification.• Personally managed $3M+ in Enterprise account ACV (top book owner) including 3 of the 5 largest relationships for the company. Prepared and ran EBRs to align on program performance and strategic initiatives.• Identified and nurtured relationships with clients’ C-level execs to increase utilization of subscription enablement platform, seeing 20% growth in 2018 and 25% growth in 2019.

• Led 30-member organization providing support to small- and mid-sized digital advertising clients. Responsible for all aspects of people management in conjunction with HR partners (including recruiting, retention, performance, compensation).• Set overall strategy including designing and optimizing key performance indicator reports to measure team performance.• Relationship Manager for three major partnerships with ACV of $10M+. Prepared and led EBRs with CMOs and Marketing Managers to deliver strategic recommendations.

• Hired, mentored and managed a team of 10 Marketing Consultants that provided customer support for local online marketing to small and medium size businesses • Led team towards meeting company retention goals hitting over 100% to goal every month • Serviced white labeled small business digital advertising platform for large Canadian telecommunications company• Collaborated cross-functionally with Sales, Business Analytics, Engineering, Product, and Business Development teams to establish goals, improve customer experience, and escalate sales process and product issues• Resolved client escalations

• Managed a book of business of 200+ large business client accounts• Served as liaison between clients and technical teams to improve performance and client satisfaction• Handled first level client escalations using expert product knowledge and established client management best practices• Beta tested new products and provided feedback to development team to improve features• Led weekly Search Marketing Consultant Meeting & Objection Handling Meeting for entire Partner Channel across two offices• President's Club award winner (2nd time)

• Managed a book of business of 200+ small and medium business client accounts• Facilitated campaign launches by confirming business information, design requirements, and unique selling points• Built client websites and campaigns based on company best practices and customer requirements• Handled day to day client communication, including both proactive communication and daily inbound client inquiries • Grew book of business to over $200,000 of monthly recurring revenue by providing upstanding client service and maximizing client’s return on ad spend through extensive campaign optimization• President's Club Award winner

• Managed over 30 school district contracts for the No Child Left Behind Act enabling more than 2,000 students to receive online tutoring services

• Supervised multiple home sites valued at more than six million dollars per quarter• Provided customer service through homeowner involvement program