Feb 2023 – Mar 2025 · 2 yrs 1 mo

• Managed $25M book of business across 2,500+ customers, including Digital Touch/self-service, mid-market and enterprise accounts. Responsible for GRR, NRR and renewal timeliness of 500+ non-auto renewing contracts
• Led a team of 5-7 Customer Success Managers and Renewals Managers
• Designed digital touch customer lifecycle with a tiered account segmentation and engagement approach
• Launched first-ever nurture, churn prevention and expansion 1:many campaign motions
• Recognized with the CEO’s quarterly “Trailblazer Award” for exceptional innovation and impact

Apr 2022 – Feb 2023 · 10 mos

• Managed six Enterprise customers
• Spearheaded strategic projects:
• +Designed global customer lifecycle and engineered multi-dimensional customer health score calculation across different customer account segments
• +Built global program to collect on customer subscription overages
• +Restructured digital, mid-market and enterprise Customer Success territories globally across 30+ CSMs.

Feb 2021 – Sep 2021 · 7 mos

• Established onboarding and time-to-value workflows to ensure optimal customer adoption and maximize customer value
• InfoSec, GDPR, Schrems II, Data Privacy, Compliance, HIPAA and European Works Council (EWC) subject matter expert for the Professional Services team globally; consulted pre-sales in order to demonstrate company regulatory and implementation expertise with prospective clients
• Awards:
• + 2021 “Customer Centric Award” in recognition of establishing and maintaining best-in-class consultative client partnerships
• + 2021 “Founder’s Award” in recognition of co-creating a bi-monthly training program for the Sales Engineering and Engagement Management teams globally

Sep 2020 – Feb 2021 · 5 mos

• Directed company’s largest implementation to date spanning 37 countries, eight languages and three product lines over a 12-month period while navigating challenging regulatory requirements for a Fortune 200 pharmaceutical company, provided key customer feedback to product team that informed Eightfold’s ML and NLP models
• Collaborated with Engineering, Product, Product Marketing and QA teams for first global customer launches of new Talent Management product offering

Aug 2019 – Sep 2020 · 1 yr 1 mo

• Global book of business comprised of the company’s most strategic (Fortune 200) and large enterprise ($500k+ ARR) accounts; maintained zero churn
• Led company’s largest pilot implementation to date that successfully converted into company’s first multi-year, $1M+ ARR deal for a Fortune 200 pharmaceutical company
• Introduced and scaled customer success best practices across the entire Customer Success team including QBRs, incident severity/SLA agreements, custom reporting using SQL and workflow templates that mapped to different customer personas
• Configured and implemented company product suite for customers leveraging Javascript, CSS and HTML

Feb 2019 – Aug 2019 · 6 mos · San Francisco Bay Area

• Managed P&L of the company's largest client across 5 active projects, 30+ person implementation team and 30+ client stakeholders.
• Governance Lead for Customer Success team responsible for monitoring compliance of cross-functional processes across Sales, Solutions Engineering, Network Ops, Maintenance, QA, Technical Architecture and Security teams. Led weekly Governance meeting attended by all team leads and company C-suite.

Oct 2017 – Feb 2019 · 1 yr 4 mos · San Francisco Bay Area

• Delivered 20+ enterprise, SMB and commercial projects within the scope, budget, timeline and customer satisfaction guidelines outlined in project SOW with a hands-on staffing, project kick-off, team management and client communication approach
• Created project statusing workflow that was rolled out to all active projects within first 6 weeks of being at the company

Jul 2016 – Jun 2018 · 1 yr 11 mos

Feb 2016 – Feb 2017 · 1 yr

Jun 2015 – May 2017 · 1 yr 11 mos · Fort Lauderdale, Florida

• Closed four investments totaling $3M in the healthcare IT space after conducting rigorous due diligence, meeting with key decision makers, assisting with deal structure design and executing closing activities
• Developed a customer-ready, SaaS telemedicine platform that connects patients to mental health providers through HIPAA-compliant video technology.

Jun 2014 – Aug 2014 · 2 mos · Chicago, IL

• Health Industries Advisory Practice

May 2010 – Jul 2010 · 2 mos · Avon, CT

Jan 2009 – Jan 2014 · 5 yrs · New York, NY