At Town Farm Timber we make rustic home goods, including picnic tables, personalized signs, cool clocks, bartops and novelty items. Our lumber is locally sourced, just like our labor, because our roots are here in Maine.

Senior Director, Customer Success | 2019-2024Director, Customer Success | 2015-2018Customer Advocacy & Success: Increased customer satisfaction by 15% through data-driven success initiatives, resulting in a 25% rise in Salesforce platform adoption across global accounts. Consistently improved customer experience by aligning with executive stakeholders, resulting in enhanced platform adoption and measurable impact.Strategic Account Management: Directed strategic account planning, ensuring alignment of customer goals with Salesforce solutions. Championed the adoption of critical security features and platform innovations, leading to strengthened customer trust and satisfaction.Program Management: Spearheaded the development of a unified program framework, aligning cross-functional stakeholders to deliver on key objectives. Successfully mitigated risks, accelerated delivery timelines, and optimized readiness execution globally.Executive Leadership: Facilitated executive-level meetings and workshops, providing thought leadership and strategic guidance that drove customer adoption and satisfaction. Utilized deep digital commerce expertise to inform innovative customer experiences.

Manager, Growth & Optimization Team | 2013-2015eCommerce Strategist and Customer Success Manager | 2011-2013Customer Success & Adoption: Developed and implemented repeatable enablement programs that significantly increased customer adoption and CSAT, while reducing T&E by 20% YoY. Drove digital best practices and product adoption for new customers that resulted in higher conversion rates, customer acquisition, and retention, consistently exceeding revenue targets. Average conversion rate increase was 25%.Strategic Consulting: Provided strategic guidance to clients on eCommerce best practices, leading to optimized platform use and enhanced business outcomes. Worked closely with cross-functional teams to ensure successful implementation and customer success.

Web Content Production Manager | 2008-2011Project Manager – Direct to Business eCommerce Division | 2005-2008Direct to Business eCommerce Leadership: Architected and led L.L.Bean's Direct to Business eCommerce division, catering to organizations, teams, clubs, and companies seeking high-quality products and L.L.Bean Gift Cards for use as premiums, incentives, outfitting, and recognition programs.Cross-Functional Collaboration: Collaborated with external vendors to develop a transactional website that simplified a complex ordering process. Advocated for the best possible customer experience from UX to UI, merchandising, and checkout, customizing products with options such as embroidery, monogramming, engraving, and screen printing.Content Management: Coached, trained, and mentored a team of 6 members responsible for managing over 5,000 product pages, ensuring efficient navigation and categorization across the website. Led the execution of website content, including home page planning, editorial content, and product content support.