Head of Customer Success

• May 2023 - Present

Global Customer Success Manager

• Jun 2020 - Apr 2023

🏆 Achievements: • Maintained a 100% retention rate ➟ Book of business = 36 accounts. • Set the company record for the fastest customer onboarding and time to value. • Created standardized deployment and implementation models to achieve faster onboarding. • Established the playbooks and processes for hand-off from Sales to CS, onboarding, adoption, and the accounts at risk. • Built an internal tool dubbed "Adoption Genie" to leverage customer adoption data to monitor customer… Show more 🏆 Achievements: • Maintained a 100% retention rate ➟ Book of business = 36 accounts. • Set the company record for the fastest customer onboarding and time to value. • Created standardized deployment and implementation models to achieve faster onboarding. • Established the playbooks and processes for hand-off from Sales to CS, onboarding, adoption, and the accounts at risk. • Built an internal tool dubbed "Adoption Genie" to leverage customer adoption data to monitor customer health, forecast market trends, drive expansion, and predict churn. • Helped integrate Salesforce with DealHub CPQ and JIRA respectively. 🎯 Key Responsibilities: • Post-sales onboarding and activation for multi-region accounts. • Focus on adoption, retention, and customer advocacy. • Projecting lead qualification, revenue, and pipeline reporting. • Analyzing customer usage & adoption metrics, communicating impact within customer teams, and gauging satisfaction to create referenceable customers. • Driving customer-facing change management efforts and providing product feedback to roadmap team and working to prioritize features for upcoming releases. • Providing ongoing customer support on an as-needed basis and escalating at-risk customers appropriately. • Actively collaborating with sales teams for driving renewal discussions, quarterly business reviews, and identifying new sales opportunities. • CS and Sales Enablement - Tasked with creating video tutorials, guides, battle cards, and other learning resources to support a group of 40 Sales & CS professionals. Show less 🏆 Achievements: • Maintained a 100% retention rate ➟ Book of business = 36 accounts. • Set the company record for the fastest customer onboarding and time to value. • Created standardized deployment and implementation models to achieve faster onboarding. • Established the playbooks and processes for hand-off from Sales to CS, onboarding, adoption, and the accounts at risk. • Built an internal tool dubbed "Adoption Genie" to leverage customer adoption data to monitor customer… Show more 🏆 Achievements: • Maintained a 100% retention rate ➟ Book of business = 36 accounts. • Set the company record for the fastest customer onboarding and time to value. • Created standardized deployment and implementation models to achieve faster onboarding. • Established the playbooks and processes for hand-off from Sales to CS, onboarding, adoption, and the accounts at risk. • Built an internal tool dubbed "Adoption Genie" to leverage customer adoption data to monitor customer health, forecast market trends, drive expansion, and predict churn. • Helped integrate Salesforce with DealHub CPQ and JIRA respectively. 🎯 Key Responsibilities: • Post-sales onboarding and activation for multi-region accounts. • Focus on adoption, retention, and customer advocacy. • Projecting lead qualification, revenue, and pipeline reporting. • Analyzing customer usage & adoption metrics, communicating impact within customer teams, and gauging satisfaction to create referenceable customers. • Driving customer-facing change management efforts and providing product feedback to roadmap team and working to prioritize features for upcoming releases. • Providing ongoing customer support on an as-needed basis and escalating at-risk customers appropriately. • Actively collaborating with sales teams for driving renewal discussions, quarterly business reviews, and identifying new sales opportunities. • CS and Sales Enablement - Tasked with creating video tutorials, guides, battle cards, and other learning resources to support a group of 40 Sales & CS professionals. Show less

Customer Success Manager

• Feb 2018 - May 2020

🏆 Achievements: • Achieved KPIs every quarter without any preventable churn. • Developed a CS knowledge base. 🎯 Key Responsibilities: • Evaluated business objectives, agreed upon KPIs, designed a solution, project-managed implementation, and measured results. • Calculated and optimized solutions to maintain positive ROI for all clients. • Conducted quarterly business reviews to confirm realized value with executive clients. • Founded and executed opportunities for… Show more 🏆 Achievements: • Achieved KPIs every quarter without any preventable churn. • Developed a CS knowledge base. 🎯 Key Responsibilities: • Evaluated business objectives, agreed upon KPIs, designed a solution, project-managed implementation, and measured results. • Calculated and optimized solutions to maintain positive ROI for all clients. • Conducted quarterly business reviews to confirm realized value with executive clients. • Founded and executed opportunities for up-sell and cross-sell expansion. • Creating and maintaining a central repository for all enablement content. • Salesforce development and administration. Show less 🏆 Achievements: • Achieved KPIs every quarter without any preventable churn. • Developed a CS knowledge base. 🎯 Key Responsibilities: • Evaluated business objectives, agreed upon KPIs, designed a solution, project-managed implementation, and measured results. • Calculated and optimized solutions to maintain positive ROI for all clients. • Conducted quarterly business reviews to confirm realized value with executive clients. • Founded and executed opportunities for… Show more 🏆 Achievements: • Achieved KPIs every quarter without any preventable churn. • Developed a CS knowledge base. 🎯 Key Responsibilities: • Evaluated business objectives, agreed upon KPIs, designed a solution, project-managed implementation, and measured results. • Calculated and optimized solutions to maintain positive ROI for all clients. • Conducted quarterly business reviews to confirm realized value with executive clients. • Founded and executed opportunities for up-sell and cross-sell expansion. • Creating and maintaining a central repository for all enablement content. • Salesforce development and administration. Show less