Experience

Workato

• United States
• Software Development
• 700 & Above Employee

• VP, Global Customer Success Management

  • Mar 2020 - Present

  Helping companies achieve scalable digital transformation! End to End - Automate & integrate any multi-systems business process. Helping companies achieve scalable digital transformation! End to End - Automate & integrate any multi-systems business process.



HubSpot

• United States
• Software Development
• 700 & Above Employee

• Post Sales CofS & Strategy and Operations Leader

  • 2013 - 2020

  · Improved key business metrics: Reduced Cancellation by >50%, increased revenue retention >33%, increased LTV:CAC >2 points, increased install base net new MRR / ARR creation >200% · Creation of P&L, operational reporting & Data Science organization, facilitating visibility into key SAAS metrics, allowing vision into the progression of the business / decision making and the capability to drive accountability · Built a change management organization focused on coordinating… Show more · Improved key business metrics: Reduced Cancellation by >50%, increased revenue retention >33%, increased LTV:CAC >2 points, increased install base net new MRR / ARR creation >200% · Creation of P&L, operational reporting & Data Science organization, facilitating visibility into key SAAS metrics, allowing vision into the progression of the business / decision making and the capability to drive accountability · Built a change management organization focused on coordinating and executing the most strategic business changes in Services · Formed and owned a global contract management organization responsible for >400M in customer base revenue, ~20% of new business revenue, optimization of deferred revenue / booking increases while fitting this into a strategy to drive customer value / success and reduction of cancellation / churn Show less · Improved key business metrics: Reduced Cancellation by >50%, increased revenue retention >33%, increased LTV:CAC >2 points, increased install base net new MRR / ARR creation >200% · Creation of P&L, operational reporting & Data Science organization, facilitating visibility into key SAAS metrics, allowing vision into the progression of the business / decision making and the capability to drive accountability · Built a change management organization focused on coordinating… Show more · Improved key business metrics: Reduced Cancellation by >50%, increased revenue retention >33%, increased LTV:CAC >2 points, increased install base net new MRR / ARR creation >200% · Creation of P&L, operational reporting & Data Science organization, facilitating visibility into key SAAS metrics, allowing vision into the progression of the business / decision making and the capability to drive accountability · Built a change management organization focused on coordinating and executing the most strategic business changes in Services · Formed and owned a global contract management organization responsible for >400M in customer base revenue, ~20% of new business revenue, optimization of deferred revenue / booking increases while fitting this into a strategy to drive customer value / success and reduction of cancellation / churn Show less



Salesforce

• United States
• Software Development
• 700 & Above Employee

• Director, CFL Strategy and Operations

  • 2012 - 2013

  Responsible for supporting/guiding the VP, Customers for Life in acquired companies. Focused on rapid CFL (post sale organization) realignment geared toward setting up an organization that could be blended into the corporate organization, decreasing attrition, resource productivity and a profitable P&L: Customer Life Cycle Mapping CFL Role Definition Coverage Model CFL Products CFL Cross Functional Programs P&L / Revenue Forecasting / Operational Reporting

• Program Director, CRM Showcase

  • 2011 - 2012

  Special project transforming the internal professional services business to a channel support focused model. Oversaw creation of custom platform applications designed to capture customer objectives, solution value mapping, implementation partner fit / selection and the need for partner staff augmentation.

• Director Customer Success, Flagship (Enterprise) Customers

  • 2008 - 2011

  Led integrated Customer Success and Support teams for the largest and most strategic customers in the North East, South East and Central regions. A high touch / low customer ratio model, focused on executive and business value mapping. Responsible for license consumption through successful implementation and deployment planning. Highly focused on understanding and organizing customer change management and providing solution value mapping of salesforce.com products to customer business issues.

• Director Customer Success East, Fin Vrtical, Media Vertical and Renewals Team

  • 2006 - 2008

  Led teams of Customer success managers responsible for Financial Services, Media, and Enterprise East Business Segments. Creation of the renewal management process, including the successful execution of a 200 Million $ Quota. Responsible for managing and negotiating several thousand contracts ranging from ~100K - several million. Managed risk and increased customer value, driving over ARR achievement in every quarter. Increased renewing contract value and average contract length. Sales… Show more Led teams of Customer success managers responsible for Financial Services, Media, and Enterprise East Business Segments. Creation of the renewal management process, including the successful execution of a 200 Million $ Quota. Responsible for managing and negotiating several thousand contracts ranging from ~100K - several million. Managed risk and increased customer value, driving over ARR achievement in every quarter. Increased renewing contract value and average contract length. Sales Club participant during each year.

• Manager, Customer Success, East Region

  • 2003 - 2006

  Managed a team of Customer Success Managers responsible for creating and distributing best practices to drive value, retention, expansion and viral marketing. Territory included several hundred customers ranging from 50K-1M in Annual Contract Value. Key driver of Dreamforce customer conference processes.



Getplace

• Software Development
• 1 - 100 Employee

• Professional Services Delivery / Project Oversight / Scoping & PS Sales

  • 1998 - 2003

  Customer Relationship Management consulting organization including; sales, marketing, service / support call center and advanced integration. Successfully hit $1.6M bookings target each year. Customer Relationship Management consulting organization including; sales, marketing, service / support call center and advanced integration. Successfully hit $1.6M bookings target each year.