Experience

Qualia

• United States
• Software Development
• 300 - 400 Employee

• Strategic Customer Success Manager

  • Jun 2021 - Present



CareerPlug

• United States
• Software Development
• 1 - 100 Employee

• Director of Client Success

  • Oct 2019 - Dec 2020

  I was promoted to Director of CS, reporting up to the Sr. Director of Client Experience. In this role, I continued to directly manage the team, while taking on new responsibilities like owning churn forecasting, owning retention and churn reporting, assisting with the annual CS budget, co-managing vendor relationships, setting team annual and quarterly goals and ultimately, managing milestones and long-term goals that were supportive of the company’s strategic objectives for revenue growth.

• Manager of Client Success

  • Jul 2016 - Sep 2019

  Over the 3+ years that I served as team Manager, I managed, motivated and developed the ever-evolving Client Success team (Implementation, Onboarding, CSMs, Support & CS Ops) as the department and company continued to grow, mature and become more specialized over time. It was in my role as team Manager where I started to lead the team in pinpointing our clients' TTV metric, why clients were cancelling, why they were renewing, what part of the product is most sticky... and then actioning that type of data to improve our overall retention metrics. Show less

• Sr. Client Success Manager

  • Jul 2015 - Jun 2016

  After one year at CareerPlug, I was promoted to Sr. CSM. It was in this role that I got my first taste of leadership, serving as Team Lead. I knew leadership was a good fit for my personality and something I wanted to pursue. Simultaneously, CareerPlug's growth was not slowing down. I continued to innovate on processes like, regular client check-ins, EBRs, health score analysis, defining the life cycle milestones within the client journey and creating internal pass-offs. Working at a small company, I wore many, many hats. Show less

• Client Success Manager

  • Jun 2014 - Jun 2015

  I joined CareerPlug, a bootstrapped startup, as the first person to manage a new client arm of the business, an arm integral to the company’s long-term vision for growth. In my first year at CP, the client base that I managed grew by 5x. At the same time my client base was growing rapidly, I worked to create initial processes for the company, while also working with my leaders on retention goals and client health score baselines.



Lin Digital - A Nexstar Digital Company

• United States
• Advertising Services
• 1 - 100 Employee

• Account Manager

  • Dec 2011 - Apr 2014

  In my role as Account Manager, I became knowledgeable of the company’s goals and priorities. I was trusted to manage high-profile enterprise-level accounts, like MD Anderson. I developed strong communication in regards to making presentations to a large group, writing detailed reports and summaries of data. And I fostered excellent business judgement in regards to diplomatically weighing pros and cons, and balancing data-driven decisions with experience and gut instinct to arrive at and execute the best decision possible. Show less

• Media Buyer

  • Jul 2009 - Nov 2011

  As a Media Buyer is where I got my career start. I was responsible for negotiating and purchasing website advertising space for the purpose of online advertising. It was in this role that I assembled the necessary organizational skills to become successful in a fast paced environment, buying for multiple campaigns, and managing multiple deadlines on a daily basis.