Jan 2024 – Oct 2024 · 9 mos · San Francisco Bay Area · Remote

• Oversaw a portfolio of 600+ customers and $25M in ACV, consistently driving retention, adoption, and expansion.
• Led a high-performing team of 11, including a Manager of Customer Success, Customer Success Managers, and Renewal Managers, fostering growth and accountability.
• Grew and scaled the CS team, implementing a competency framework to drive consistent performance, skill development, and career progression.
• Exceeded FY targets, achieving a significant increase in GRR and NRR through proactive engagement and strategic account management.
• Developed and executed the end-to-end customer success strategy, including segmentation models, engagement playbooks, and adoption frameworks.
• Built and scaled Renewal Management function, resulting in an increase in multi-year renewals
• Partnered cross-functionally with GTM, Product, Marketing, and Operations teams to align on priorities, integrate customer feedback, and accelerate adoption.
• Reported directly to C-suite executives, providing strategic insights, performance dashboards, and actionable recommendations for growth.

May 2022 – Jun 2023 · 1 yr 1 mo · New York City Metropolitan Area · Remote

• Managed a portfolio of 800+ customers and $40M ARR, driving retention, expansion, and customer satisfaction.
• Led cross-functional initiatives to align KPIs and define the company’s North Star metric, improving revenue performance and customer experience.
• Built a global Customer Success strategy covering GTM alignment, customer journey mapping, touch models, Business Reviews, CSQLs and expansion programs.
• Oversaw the global rollout of a CS platform, enabling digital-led engagement and scalable playbooks.
• Implemented new customer segmentation models with defined touch strategies to drive efficient, personalized engagement.
• Created global CSM levels, career paths, and promotion frameworks to enhance team development and retention.
• Introduced a customer enablement role to improve training and onboarding, improving time-to-value.
• Launched a customer advocacy program highlighting impact-driven success stories.
• Supported SPICED methodology implementation to strengthen customer partnerships post-sale.

Dec 2021 – May 2022 · 5 mos · New York City Metropolitan Area · Remote

• Directed a post-sales revenue organization of 20+, including CSMs, Team Leads, CS Enablement Manager, and Renewal Managers, driving retention, growth, and customer satisfaction.
• Spearheaded the change management and integration of the Customer Success and Renewals teams following the Bananatag–Staffbase merger, ensuring alignment across people, processes, and systems.
• Scaled and developed the Customer Success team during a period of rapid growth, implementing structure, performance management, and enablement programs to support global expansion.
• Strengthened renewal predictability and reduced churn by designing and executing data-driven risk-mitigation and retention playbooks.
• Built and led the Customer Success Enablement function, closing knowledge gaps in product expertise, onboarding, and customer growth stages.
• Created and operationalized a company-wide NPS management process, translating customer insights into actionable improvements.
• Partnered cross-functionally to resolve high-impact customer escalations, protecting revenue and improving long-term relationships.

Apr 2019 – Dec 2021 · 2 yrs 8 mos

• Overachieved 2021 NRR targets during the company’s merger and acquisition with Staffbase, driving retention and revenue growth through effective team leadership and customer engagement.
• Managed and developed a team of 8 high-performing Account Managers responsible for renewals, upgrades, and customer communications across a large portfolio of accounts.
• Oversaw the renewal revenue funnel, achieving high retention rates through proactive pipeline management, forecasting accuracy, and consistent follow-up strategies.
• Strengthened customer relationships to drive renewals, expansion, and referral-based business growth.
• Designed and optimized post-sale processes to create a seamless customer journey and ensure a consistent, high-quality experience.
• Partnered cross-functionally with Product, Marketing, and Sales to plan and execute integrated customer campaigns, ensuring alignment on projections, performance, and strategy execution.

Nov 2018 – Apr 2019 · 5 mos

• Team Lead to 3 Account Managers, coaching and mentoring in 1:1s and provided support for customer escalations.
• Managed a book of ~50 Enterprise customers with an ARR of $1M.

Jan 2017 – Nov 2018 · 1 yr 10 mos

• Brought on as the first Account Manager for the company to support customers and renewals.
• Managed the entire customer base ranging from SMBs to Fortune 500 companies.

Apr 2016 – Dec 2016 · 8 mos · Kelowna, BC

• Identified customer business challenges and created business proposals promoting relevant products and services.
• Created and managed content for newsletter, blog and social media channels including Twitter, Facebook, Instagram, etc.

Jul 2013 – Dec 2015 · 2 yrs 5 mos · Kelowna, BC

• Generated a sales pipeline and achieved new revenue and new business for a new subscription program.
• Trained a Sales Development Rep and achieved a consistent sales approach through lead generation, discovery and demos.

Jan 2010 – Jan 2013 · 3 yrs

• Family leave & part-time position as an Office Administrator in a medical clinic.

Jan 2009 – Jan 2010 · 1 yr · Peachland, BC

Jan 2007 – Jan 2009 · 2 yrs · Calgary, Canada Area

Jan 2005 – Jan 2006 · 1 yr · Calgary, Canada Area

Jan 2003 – Jan 2005 · 2 yrs · Calgary, Canada Area