-Developed and implemented Customer Success Playbooks-Improved NPS from +40 to +70, and growing usage rates by over 33% -Ran QBRs and maintaining engaged champions and executive sponsors across 45 accounts

(Acquired by Gtmhub)-Developed Customer Success strategies for Enterprise and self-serve customers during shift from Sales-led to Product-led growth. -Oversaw a 44% increase in customer engagement through new automated campaigns, 420% increase in paid accounts, and +75 change in NPS.-Grew and led Koan's Customer Success team

- Onboarded, trained, and measured success for support, sales, and marketing teams post-sales, leading to 10x increases in conversion and 33% decreases in response times- Architected custom technical solutions with the sales engineering team to simplify customer workflows- Maintaining a book of 85 Mid-Market and Enterprise accounts

- Responded to customer questions- Triaged and wrote bug reports- Led email deliverability team to improve overall deliverability stats for the platform

Understanding products, maintaining mirthful atmosphere.

Managing media list for five cities nationwide, writing direct marketing copy for 15,000+ member email lists, creating content for monthly themed events

Facilitating 1-on-1 sessions with creative writing students, implementing the Story Workshop pedagogy, participating in group workshops for further development