Write and develop Customer Success focused content i.e. webinars, blogs, and templates for CSM Practice, a customer success consulting firm that helps technology and services organizations reduce churn, improve expansion selling and optimize new customer deals by designing and implementing best-in-class customer success strategies.

Founding mentor for Women in Customer Success, a group of Customer Success role models sharing their stories and tools to help other women in Customer Success succeed and make an impact.

Customer Success Mentor and Coach for the Catalyst Coaching Corner; an application-based program that pairs individuals who are looking to elevate their CS career with experienced industry leaders for monthly coaching sessions. Apply here: https://catalyst.io/coaching-corner

Responsible for establishing the overall vision and strategic plan for customer success. Specifically focused on driving growth through successful customer outcome realization, cross-selling, up-selling, and net retention improvements as well as bringing process and project management discipline to internal workflows, deployment, and onboarding execution. ⇨ Improve trial conversions by 67% by improving time to value and operationalizing and standardizing onboarding - resulting in 6x growth to the customer-base to nearly $10m in ARR⇨ Create and launch real-time executive dashboards improving tracking the status of customers in different stages of the customer onboarding journey by several months. Continue to identify and mitigate risk to conversion to paying customers while generating cross-functional CTAs⇨ Operationalize the sales to customer success handoff, defining R&R between sales and CS for improved cross-functional collaboration and goal alignment. Created automatic triggers for account assignment, improving time to onboarding and customer experience via knowledge share from pre to post-sales ⇨ Establish customer health scoring, account segmentation and customer journey mapping to identify proactive risk and growth opportunities yielding long-term aid in post-sales capacity planning, securing the investment in additional post-sales resources to support account growth ⇨ Introduce a product delivery ticketing system via Jira, allowing the post-sales teams to track product deliveries and enabling product teams to understand customer product requirements

Company executive responsible for implementing and maintaining scalable Operations and Customer Success. Founder of the Women of Contrast tasked with encouraging mentorship and comradery among the she/her/they of the Cyber Security space.⇨ Scaled and sustained Customer Success Organization by 3x human capital and 2x revenue to $60m ARR⇨ Established and managed the Customer Operations and Renewals Management functions through inaugural OKR practices⇨ Defined and operationalized key metrics for the Customer Success Organization including product usage, TTV, customer health, adoption, and engagement⇨ Created and maintained executive dashboards via Tableau and SFDC, establishing a single system for tracking metrics and departmental goals⇨ Successfully implemented core post-sales programs: customer health scoring, exec sponsorship program, customer advisory boards, success plans, customer tiering and NPS⇨ Improved on-time renewals by 60% and ARR uplift by 2x by operationalizing renewals management function ⇨ Standardized global forecasting, delivering the first real-time churn analysis, and boosting accuracy within 99% of actuals ⇨ Orchestrated, operationalized, and mobilized the fastest in-industry GTM efforts for large-scale and high impact security zero-day vulnerability awareness; yielding 11x decrease in support tickets and 100% product utilization increase compared to previous incidents ⇨ Principal of the Contrast booking and revenue policies ⇨ Enhanced effectiveness and efficiency through technology system integration of Gainsight, Tableau, SFDC, Pendo and other core systems allowing for a company-wide 360-view of the customer

Company advisor responsible for leading and building the Customer Success team prior to a successful acquisition exit. Owned the existing customer base, ARR expansion and ensured engagement, advocacy, retention and growth. ⇨ Spearheaded the Customer Success department. Instituted and developed OKR-focused Customer Success team utilizing change management frameworks to align team performance with company strategic, operational, and financial goals⇨ Drove customer lifetime value by defining the customer journey; deploying programs to help drive business value, customer outcome achievement, and feature utilization resulting in ARR growth of the existing customer base⇨ Redefined customer onboarding resulting in a 50% decrease in time to value and first-time use⇨ Lead the transition to a PLG self-service platform

A program that helps foster and grow the Customer Success movement at a regional level.⇨ Organized customer success meet-ups and events with the goal of sharing best practices, networking with industry experts, and expanding the customer success community

Leader of Gimbal’s Mobile Location SDK and beacon (iOT) SaaS Business Unit. Responsible for providing leadership for all aspects of the division including product, engineering, sales, marketing and customer success. Monitored cross-divisional BU performance to ensure goal attainment in all key result areas including net, gross retention, and profitability. Directly managed the Customer Success, Technical Support, and Customer Engineering teams. ⇨ Led MRR growth by 7% and decreased CAC by 10% in the first quarter of role ⇨ Maintained a 90% YTD gross revenue retention rate ⇨ Designed and implemented department KPIs, P&L, and revenue forecasting metrics⇨ Introduced programs to improve time to value: revamped technical onboarding and testing guides and established customer kick-offs and the sales to CS handoffs which resulted in a 70% decreased in time to value⇨ Implemented recruitment program standardizing training across sales and customer success⇨ Pioneered Net Promoter Score (NPS) strategy, yielding sustainable industry benchmark results⇨ Assisted with post-merger client development strategy with the goal of increasing upsell/cross-sell, account alignment and new business strategy across different business units ⇨ Led partner and re-seller relationships with data, push and analytics companies like Adobe, Airship, Braze, and Mparticle.⇨ Managed efforts related to COVID-19 rapid response including Gimbal’s updated marketing efforts, sales outreach and customer success action plans. Facilitated financial contingency plans with C-level executes. Efforts resulted in zero customer account churn during that period.⇨ Led the Tech for Black Founders diversity program, which provided free service to companies with black founders. Program resulted in 7 new customers, 57% of which owed by black females

Led the Customer Success and Support department with the goal of increasing retention and lifetime customer value for Gimbal's Location Platform Clients. Managed pre and post-sales technical support, sales engineering and customer success processes. Spearheaded Gimbal’s partner and re-seller strategy for the location platform's department. ⇨ Led pre and post-sale support and customer success team of customer/sales engineers ⇨ Assisted with post-merger client development strategy with the goal of increasing upsell/cross-sell, account alignment and new business strategy across different business units ⇨ Led partner relationships with data, push and analytics companies which included Adobe, Braze, Mparticle; awarded Technical Partner of the Year with Airship in 2018⇨ Designed and scoped 2019 Location Product Roadmap including new integrations and compatibility with cross-platforms like Xamarin and ReactNative. Features that decreased customer’s implementation development cost and TTV. Project Managed Engineering teams through roadmap completion.

Led Customer Success department with the goal of increasing customer retention, revenue growth and decreasing Time to value (TTV) for Gimbal's SaaS customers. ⇨ Defined and implemented department KPIs and revenue forecasting metrics ⇨ Maintained above benchmark YTD net revenue retention rate for an existing book of business ⇨ Managed tier 1 accounts across a wide range of industry verticals including retail, financial services, QSR and Sports

Helped develop overall department strategy of increasing lifetime customer value through measurable, repeatable systems, while simultaneously managing large clients on mobile proximity and digital marketing strategies. ⇨ Managed accounts including Sephora, Marriott, and Citi Bank. ⇨ Developed company Net Promoter Score (NPS) strategy ⇨ Created onboarding and testing guides to improve the technical onboarding process – resulting in a 70% decreased in time to value

Founded the design, implementation, and execution of EBSTA’s Customer Success team. ⇨ Decreased net revenue churn by 85% and generated upsell by 23% ⇨ Streamlined and automated the onboarding process resulting in a 40% improvement in customer adoption ⇨ Created one-to-many digital-first engagement strategies via Marketing Automation ⇨ Defined customer health score methodology and customer segmentation system proactively identifying at-risk clients and strengthening relationship management

⇨ Secured 138% of 2013 new business quota, exceeded growth targets within existing SMB and Fortune 1000 accounts

Led marketing and branding of signature fitness and nutrition programs. Tasked with increasing client loyalty and new client acquisition. ⇨ Increased gym attendance by instituting Aire Athletes customer rewards program. Publicized program on social media to raise awareness, build brand, and stimulate engagement on Facebook, Twitter, and FourSquare.⇨ Raised profitability by realigning pricing from per-class to membership model. Emphasized value and transitioned existing membership base to new pricing structure.

⇨ Led sales and customer service for 500+ athletic leagues across San Diego County, as well as 5K races. ⇨ Recruited and lead team of national and international undergrad and grad students. ⇨ Developed content and HTML email creation for all digital league communication.