Head of Customer Success

• Sep 2023 - Present

Growth Coach

• Sep 2023 - Present

Thrilled to announce I'm Coaching in @Catalyst Software's Fall '23 Coaching Corner! I'm joining hundreds of other leaders in #CustomerSuccess to give back and help advance the next generation of Revenue leaders. Interested in joining me and transforming someone's career? Apply as a Coach: https://airtable.com/appMdgekihhy6lFzF/shr77wMF1sHyo2mEJ Looking for outside advice on your CS career? Apply as a Player: https://airtable.com/appMdgekihhy6lFzF/shrs4xuvo1waLGGTQ Thrilled to announce I'm Coaching in @Catalyst Software's Fall '23 Coaching Corner! I'm joining hundreds of other leaders in #CustomerSuccess to give back and help advance the next generation of Revenue leaders. Interested in joining me and transforming someone's career? Apply as a Coach: https://airtable.com/appMdgekihhy6lFzF/shr77wMF1sHyo2mEJ Looking for outside advice on your CS career? Apply as a Player: https://airtable.com/appMdgekihhy6lFzF/shrs4xuvo1waLGGTQ

Strategic Customer Success Manager & Team Lead

• Jun 2020 - Jul 2023

I am in charge of growing Heap's Enterprise & Strategic accounts. My role is to work with Product/Marketing/Customer Success leaders to strategically capitalize on the power of data, insight, and data-driven approaches to enhance the digital experience. I act as a strategic advisor to drive Heap adoption, translate business objectives to use cases and deliver ongoing business value to secure renewals. I am in charge of growing Heap's Enterprise & Strategic accounts. My role is to work with Product/Marketing/Customer Success leaders to strategically capitalize on the power of data, insight, and data-driven approaches to enhance the digital experience. I act as a strategic advisor to drive Heap adoption, translate business objectives to use cases and deliver ongoing business value to secure renewals.

Enterprise Customer Success Manager

• Mar 2019 - Jun 2020

Drift is the Conversational Marketing platform that combines chat, email, video, and automation to remove the friction from business buying. With Drift, you can start conversations with future customers now, on their terms -not days later. Drift is the world’s leading conversational marketing platform, trusted by top enterprise businesses like Marketo, Okta, Outreach, Ellie Mae, and over 150,000 other businesses. Sales and marketing teams rely on Drift to connect now with the customers… Show more Drift is the Conversational Marketing platform that combines chat, email, video, and automation to remove the friction from business buying. With Drift, you can start conversations with future customers now, on their terms -not days later. Drift is the world’s leading conversational marketing platform, trusted by top enterprise businesses like Marketo, Okta, Outreach, Ellie Mae, and over 150,000 other businesses. Sales and marketing teams rely on Drift to connect now with the customers who are ready to buy now. Based in Boston, Drift was founded by serial marketing technology entrepreneurs David Cancel and Elias Torres and is backed by leading venture capitalists including CRV, General Catalyst, and Sequoia. Show less Drift is the Conversational Marketing platform that combines chat, email, video, and automation to remove the friction from business buying. With Drift, you can start conversations with future customers now, on their terms -not days later. Drift is the world’s leading conversational marketing platform, trusted by top enterprise businesses like Marketo, Okta, Outreach, Ellie Mae, and over 150,000 other businesses. Sales and marketing teams rely on Drift to connect now with the customers… Show more Drift is the Conversational Marketing platform that combines chat, email, video, and automation to remove the friction from business buying. With Drift, you can start conversations with future customers now, on their terms -not days later. Drift is the world’s leading conversational marketing platform, trusted by top enterprise businesses like Marketo, Okta, Outreach, Ellie Mae, and over 150,000 other businesses. Sales and marketing teams rely on Drift to connect now with the customers who are ready to buy now. Based in Boston, Drift was founded by serial marketing technology entrepreneurs David Cancel and Elias Torres and is backed by leading venture capitalists including CRV, General Catalyst, and Sequoia. Show less

Customer Success Manager, LinkedIn Learning Solutions II

• Sep 2018 - Mar 2019

Customer Success Manager, LinkedIn Learning Solutions I

• Apr 2017 - Sep 2018

LinkedIn Learning is an online learning platform that enables individuals and organizations to achieve their objectives and aspirations. Our goal is to help people discover and develop the skills they need through a personalized, data-driven learning experience.

Enterprise Customer Success Manager

• Apr 2016 - Apr 2017

I was the first Enterprise CSM at Outreach and the second overall CSM hire, responsibilities include: -Ownership and management of Outreach 2016's largest customer through successful implementation and adoption of our SaaS platform to over 1,000 sellers within the organization -Led successful renewal of Outreach's 2016 largest client -Developed and streamlined onboarding, retention, and training materials for our clients as well as conducted weekly webinars for over 1,000… Show more I was the first Enterprise CSM at Outreach and the second overall CSM hire, responsibilities include: -Ownership and management of Outreach 2016's largest customer through successful implementation and adoption of our SaaS platform to over 1,000 sellers within the organization -Led successful renewal of Outreach's 2016 largest client -Developed and streamlined onboarding, retention, and training materials for our clients as well as conducted weekly webinars for over 1,000 users -Led discussions and successfully negotiated upsells and renewals within multiple enterprise and mid-market accounts -Developed and implemented enterprise processes as we scaled our enterprise CSM team from 1 to 5 -Onboarded and mentored 5+ CSMs throughout my tenure at Outreach. Show less I was the first Enterprise CSM at Outreach and the second overall CSM hire, responsibilities include: -Ownership and management of Outreach 2016's largest customer through successful implementation and adoption of our SaaS platform to over 1,000 sellers within the organization -Led successful renewal of Outreach's 2016 largest client -Developed and streamlined onboarding, retention, and training materials for our clients as well as conducted weekly webinars for over 1,000… Show more I was the first Enterprise CSM at Outreach and the second overall CSM hire, responsibilities include: -Ownership and management of Outreach 2016's largest customer through successful implementation and adoption of our SaaS platform to over 1,000 sellers within the organization -Led successful renewal of Outreach's 2016 largest client -Developed and streamlined onboarding, retention, and training materials for our clients as well as conducted weekly webinars for over 1,000 users -Led discussions and successfully negotiated upsells and renewals within multiple enterprise and mid-market accounts -Developed and implemented enterprise processes as we scaled our enterprise CSM team from 1 to 5 -Onboarded and mentored 5+ CSMs throughout my tenure at Outreach. Show less

Retail Vendor Manager I

• Feb 2015 - Mar 2016

-P&L ownership of CPG conglomerate accounts in the consumables category ($20M, $18M and $8M) through strategic account planning, operations, marketing , and optimization resulting in 60%, 20%, and 40% YoY growth in 2015 respectively -Managed an online marketing campaign by collaborating with five strategic vendors, increased traffic by double digits YoY in 2015, outpacing overall category growth -Successfully negotiated and increased vendor funding by 80% YoY in 2015 for… Show more -P&L ownership of CPG conglomerate accounts in the consumables category ($20M, $18M and $8M) through strategic account planning, operations, marketing , and optimization resulting in 60%, 20%, and 40% YoY growth in 2015 respectively -Managed an online marketing campaign by collaborating with five strategic vendors, increased traffic by double digits YoY in 2015, outpacing overall category growth -Successfully negotiated and increased vendor funding by 80% YoY in 2015 for marketing and yearly terms for vendors -Created and implemented bundling process for customers collaborating with the product management team through streamlined creation, reporting and marketing, resulting in a 150% YoY growth in 2015 Show less -P&L ownership of CPG conglomerate accounts in the consumables category ($20M, $18M and $8M) through strategic account planning, operations, marketing , and optimization resulting in 60%, 20%, and 40% YoY growth in 2015 respectively -Managed an online marketing campaign by collaborating with five strategic vendors, increased traffic by double digits YoY in 2015, outpacing overall category growth -Successfully negotiated and increased vendor funding by 80% YoY in 2015 for… Show more -P&L ownership of CPG conglomerate accounts in the consumables category ($20M, $18M and $8M) through strategic account planning, operations, marketing , and optimization resulting in 60%, 20%, and 40% YoY growth in 2015 respectively -Managed an online marketing campaign by collaborating with five strategic vendors, increased traffic by double digits YoY in 2015, outpacing overall category growth -Successfully negotiated and increased vendor funding by 80% YoY in 2015 for marketing and yearly terms for vendors -Created and implemented bundling process for customers collaborating with the product management team through streamlined creation, reporting and marketing, resulting in a 150% YoY growth in 2015 Show less

National Accounts Leader

• Jan 2014 - Jan 2015

Financial Management Program

• Jan 2012 - Jan 2014

Business Writing Consultant-Assistant Coordinator

• Jan 2011 - Dec 2011

Intern

• May 2011 - Aug 2011

Intern

• Jun 2009 - Aug 2009