Joined ID.me to develop, from the ground up, a best-in-class post-sales Customer Relationship organization including Customer Onboarding, Implementation, Customer Success, Customer Success Ops, and Professional Services. Within the first quarter at ID.me I delivered the following:Led teams of Customer Success Managers overseeing ID.me's beachhead State, Local, and Education (SLED) customer base. I developed and implemented scalable and repeatable customer lifecycle and engagement model designed to leverage data from historical success to create repeatable motions to standardize success across all State and Local Agencies.Developed and implemented a net-new Onboarding organization within ID.me consisting of Onboarding Managers and Solutions Architects. Built processes and playbooks to ensure the curation of operational and technical resources, self-service tools, and cross-functional stakeholders. Implemented Catalyst as ID.me's Customer Success platform and championed playbooks and automations for customer lifecycle management, renewals management, escalation management, and health scoring.

Joined Emburse to lead an international team of Enterprise Customer Success Managers and to develop standardized and repeatable motions across the customer lifecycle to provide predictable growth, operational excellence, and forecasting accuracy. Built the customer success strategy, narrative, positioning, and messaging while developing a deep understanding of customer needs. Led US, European, and Australian teams of Customer Success Managers overseeing the retention and growth of ~$100mm ARR on Emburse's flagship product line, Chrome River. Defined and coordinated customer engagement, operations processes, and GTM initiatives to produce repeatable outcomes.Operations leader, developing scaled programs and motions across all of Emburse's product lines in close collaboration with Services, Marketing, and Finance orgs. Programs included: Customer health scoring, NPS programs, Customer Onboarding, and on-to-many motions like User Advocacy Groups and Customer Advisory Boards.

Built a high performing organization of Customer Onboarding Managers, Technical Account Managers, and Customer Success Managers. Developed playbooks, processes, and toolsets to ensure repeatable Success for customer base representing $40mm ARR for blue-chip customers like Morgan Stanley, Chase, Airbnb, and Apple. Led Mitek's post-sales customer lifecycle activities including customer onboarding, implementation, renewals, expansion, and advocacy. Developed and implemented a presales Pilot-to-Production program resulting in a 100% win rate for all pilots. Pilot programs focused on leveraging operational teams, data analytics, and automation to ensure success.Lead organization of Customer Onboarding Managers focused on quickly guiding new customers through implementation to achieve TTFV targets. Onboarding programs resulted in Mitek customers achieving Time to Value within 4 months - an average of 50% faster than previous engagements.Lead Services Operations for Technical Account managers focused on post-sales engagements with customers such as implementation of new products and use cases, and revenue generating Technical Health Reviews. The result was a net-new revenue generating organization within Mitek.Operational leader responsible for the delivery of playbooks and processes for repeatable growth, and the implementation and management of Customer Success and support platforms including Gainsight, Catalyst, and ServiceNow. All tools were successfully integrated with Mitek's CRM to ensure data accuracy and cross-functional collaboration.

Built and lead international teams (US and EMEA) of high-performing CSMs measured by NPS, Adoption, and Expansion. Led organizational growth from a team of two CSMs to an international org of over 20 high performing team members managing $40mm in ARR. Served as the voice of the customer by surfacing key trends and insights back to product teams through close collaboration.Personally managed top tier, enterprise customers in Banking, Financial Services, and Marketplace verticals. Personally carried up to $10mm in ARR with an NPS of 30. Facilitated Customer Success outcomes including reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer health scores.

Designed and managed all post-sales customer-facing initiatives and programs. This includes Onboarding/Product implementation, knowledge base development, and user advocacy programs. Built and directed a team of Solutions Consultants and Technical Account Managers implementing and supporting large scale SaaS implementations. Designed and coordinated onboarding and adoption programs for long term success and growth with top-tier customers.Customer base included large scale venue facilities (e.g. NFL Stadiums, MLB Stadiums, NBA Arenas, and theaters), Federal and State government facilities, Las Vegas casinos, cargo shipping fleets, large scale residential facilities, hotels, retail spaces, and food service facilities.Director of all customer support and onboarding teams. An average deployment of an Archaio system required training of up to 100 users and 10-20 administrators. Designed and implemented scalable TAM and CSM programs for repeatable success.