Experience

Landis

• United States
• Consumer Services
• 1 - 100 Employee

• Head of Customer Success

  • Mar 2022 - Present

  -Grew team from 3 to 12 CSM’s growing BoB to $15M including a 45% increase in expansion. -Directed operations and client transactions across multiple departments, including Support and Onboarding, Credit and Coaching, and Real Estate Acquisitions. -Optimized customer journey increasing time to value by +25% and increasing adoption through risk plays that targeted customer drop off early in the customer lifecycle. -Outsourced low value tasks to low cost offshore teams increasing CSM capacity by 30%. -Managed a team of 20 with a focus on recruitment, engagement, mentorship, and coaching, resulting in peak performance and improved retention. -Partnered cross functionally with GTM team during a period of rapid growth to automate parts of the customer acquisition cycle and clearing a two month backlog in two weeks time. -Leveraged metabase using SQL to determine customer health and improve forecasting. -Scaled CS role through tiered engagement programs including automated drip campaigns and one to many programs including webinars, knowledge base and community. -Navigated critical client relationships during a rapid growth phase, ensuring satisfaction and business stability. Show less



Better

• United States
• Financial Services
• 700 & Above Employee

• Senior Customer Success Operations Manager

  • Mar 2021 - Mar 2022

  -Lead a diverse team of 100+ professionals across U.S. and India, supporting partners and optimizing customer journey. -Lead partner success department onboarding over 300 number partners responsible for $10M revenue. -Oversaw all operational aspects, including Support and Onboarding,Adoption, Expansion, Renewal and Advocacy, streamlining client transactions for maximum efficiency. -Drove the development of insights, strategies, and high-impact initiatives, redefining the pathway to ROI in the real estate vertical. -Onboarded over 300 partners across U.S. markets, along with 35 new CSMs during rapid growth period setting strategies and processes that resulted in a 50% increase in revenue. -Successfully rolled out a new company CRM system (Follow Up Boss), streamlining processes and enhancing efficiency across the organization. Show less



WeWork

• United States
• Real Estate
• 700 & Above Employee

• Multi-Asset Portfolio Customer Success Manager

  • Feb 2020 - Mar 2021

  -Directed comprehensive portfolio and asset sales operations, overseeing budgeting, property evaluations, identification of opportunities and deficiencies, cash flow analysis, and annual forecasting.-Managed a significant portfolio totaling over $140M in combined ARR value.-Implemented ROI and cost-reduction strategies aligned with individual building P&Ls, while efficiently controlling Opex expenditures, saving the company $3M-Streamlined financial operations, collaborating closely with sales departments to establish sustainable revenue channels, boost EBITDA, and achieve cash flow objectives.-Delivered comprehensive executive business reviews rooted in customer data, providing valuable insights for strategic decision-making.-Partnered with C-suite Partner stakeholders to ensure proper adoption and ROI, leading to expansion-Transformed member experience scores, driving them from -46 to +22 in less than four months.-Successfully executed large-scale, market-related projects in collaboration with cross-functional teams, to improve GTM strategy and improve overall customer experience (CX)-Formalized organizational communications plans to reduce silos and maximize effectiveness on OKRs. Show less

• Senior Customer Success Manager

  • Feb 2019 - May 2020

  -Cultivated and maintained strategic communication with Fortune 500 brands and agencies, enhancing campaign success and driving substantial ROI for clients.-Developed and executed highly effective campaign strategies to maximize performance, meeting and exceeding client expectations.-Oversaw building operations and prepared insightful reports, enforcing best practices to provide clients with a clear understanding of campaign plans.-Played a pivotal role in supporting new product development and collaborated with the sales team to create tailored advertising solutions, ensuring alignment with clients' unique needs.-Nurtured and sustained mutually beneficial relationships with stakeholders across various departments, fostering seamless alignment with business objectives.-Achieved an increase in occupancy from 87% to 97% within two months, resulting in an additional $3.4 million in annual sales.-Managed a Book of Business (BoB) comprising 85+ accounts through strategic sales planning and the cultivation of valuable industry relationships with real estate executives, broker channels, senior HR professionals, and business leaders.-Substantially elevated conversion rates from 22% to 67% in just two months, demonstrating through sales acumen and relationship-building capabilities.-Expedited customer retention by proficiently managing projects and client onboarding, ensuring a seamless and positive experience for clients. Show less



Equinox

• United States
• Health, Wellness & Fitness
• 700 & Above Employee

• Assistant General Area Manager Sales

  • Mar 2016 - Apr 2019