Apr 2023 – Nov 2023 · 7 mos · Remote · Remote

• I was a key part of a brand-new Customer Success team coming in to redesign Learning A-Z's Customer Relationships - to build trust, engagement, and customer satisfaction. We built out new risk categories, designed new workflows, built out new engagement plans in Salesforce and Gainsight. The first thing we did was work closely with the Sales team to get key players at our customers, learn the customer history, and then ran multiple engagement and training campaigns to ensure renewals, build in upsells, and prepare for a new sales and CS cycle in the coming year.

Sep 2022 – Present · 3 yrs 7 mos · United States · Remote

• I help early-stage B2B SaaS founders fix churn, retention, and customer chaos before it stalls growth or wrecks their next fundraise. If your product works but customers aren’t sticking, onboarding feels duct-taped together, or “customer success” lives only in your head, I step in as a fractional CS partner to diagnose what’s broken and build systems that actually scale. This isn’t theory or generic CX advice — it’s hands-on strategy for founders who need clarity, traction, and measurable retention gains fast. If you’re serious about turning customer success into a growth lever, start with a paid CS audit and we’ll cut straight to the real problems.

Jan 2019 – Sep 2022 · 3 yrs 8 mos · Little Rock, Arkansas Area

• At Apptegy I used disruptive, high-tech tools to help school districts reach their community where they are, with the school's story and human face. I excelled here using live data and private-sector marketing tactics to help executive-level school leaders stand out in an increasingly competitive education field, and respond to crises as they happen.
• Led orientation and initial training for all incoming CSMs.
• Trained, mentored, and supported all of the CSM Team Leads.
• Worked directly with the Director of Client Success and VP of Client Experience to define and inter-
• pret success metrics, and support all members of the CX team as needed.
• Served as an advocate for my clients.
• Relayed customer feedback to our team to drive product development.
• Collaborated with sales and marketing to bring in 1-2 organic referrals a month.
• Personally managed a $1.2M ARR portfolio of 140 individual school districts across the US.
• Maintained a personal customer retention rate over 95%.
• Train and mentor new CSMs, growing a highly effective Client Success team from 0 to 25+ members.
• Served as a communications expert in ”normal” times, and through wildfires, floods, and COVID-19
• crises.
• Regularly traveled to clients in-person to build on our relationships face-to-face.

Sep 2017 – Jan 2019 · 1 yr 4 mos · Little Rock, Arkansas Area

• I started out as an Onboarder at Apptegy, and was quickly moved to the Client Success team once it was created. As an early employee, I was an active member in the growth of multiple new teams, advisor in company strategy, and did a significant part of planning and building the Client Success team.
• Continued to onboard clients after joining the CSM team, by request from returning clients, RFPs or
• referrals.
• Trained groups on how to use Thrillshare’s integrated platform to best engage with their community
• on Facebook, Twitter, and Instagram.
• Onboarded 86 individual school districts over two years, all of whom are still current clients with
• Apptegy, most who stayed with me as their Client Success Manager.
• Streamlined the onboarding process from averaging three months to 45 days.
• Worked with a variety of technical skill levels and community priorities to build a Thrillshare platform,
• including a public website, native app, content management system, SIS-integrated alerts system,
• and social-media cross posting tools, that best fit a school’s specific needs.

Feb 2015 – Jan 2017 · 1 yr 11 mos · Little Rock, Arkansas Area

• Signal Genetics™ is (*was) a commercial stage, molecular diagnostic company focused on providing innovative diagnostic services that help physicians make better-informed decisions concerning the care of their patients suffering from cancer.
• Personally tested bone marrow samples from multiple myeloma patients using a novel method to determine whether patients were high, medium or low-risk.
• Assisted in validating that diagnosis process, in partnership with my team, the University of Arkansas for Medical Sciences (UAMS) and Mount Sinai Hospital in NYC.

Feb 2014 – Oct 2017 · 3 yrs 8 mos · Little Rock, Arkansas Area

• Managed the local Yelp community base, encouraging local business owners and reviewers to interact in a positive and productive way on Yelp's platform and in person.
• Ran the local community social media accounts (the most successful being YelpLittleRock on Instagram).
• Recruited and coached active users to become Yelp Elite. Worked with local businesses to host Elite
• Events, and take ownership of their pages.
• Grew the Little Rock ”Elite Squad” from zero to about 30 over two years.
• Partnered with 15 businesses to run Elite Events to give them a chance to tell their own business story in person.

Jul 2012 – Jan 2015 · 2 yrs 6 mos · Santa Rosa, CA

• Reviewed and prepared the laboratory curriculum with the department’s professors.
• Supervised three student workers in a very technical high-risk environment.
• Taught college-level Chemistry labs.
• Mentored students as they moved on to graduate programs.
• Regularly decorated the lab for holidays (I was especially proud of my prize-winning ”chem-mas-tree”).

Jan 2011 – Jan 2011 · 0 mo · Santa Rosa, CA

• Lead meetings of local Sonoma County Solar installation companies.
• Design and prepare events to expand public interest about Solar PV and Thermal.
• Act as go-between for local Building and Permitting officials and the Solar industry.

Dec 2008 – Jan 2012 · 3 yrs 1 mo · Petaluma, CA

• Generate new business and maintain high-quality customer service experience.
• Prepare and run events, Fair booths, Home and Garden shows, and general public presence for the company.
• Perform preliminary energy audits and site surveys for solar thermal and solar PV systems.
• Design and prepare roof drawings and system estimates for solar PV systems.
• Perform general office work such as warranty paperwork, invoices, customer outreach and event preparation.

Jun 2008 – Nov 2008 · 5 mos · Berkeley CA, Boston MA, Ypsililanti MI, Columbus OH, Concord NH, Boulder CO

• Open new grass-roots offices in cities across the US to support select state and national candidates in the 2008 presidential election.
• Run recruitment drives and campaigns to bring in more employees.
• Hire and train door-to-door canvassers and phone centers.
• Manage canvasser territories, transportation, and materials.
• Canvass door to door.

Aug 2004 – May 2008 · 3 yrs 9 mos · Portland, Oregon, United States

• Managed student workers in calling alumni, parents, and friends of the college to raise funds for each academic year.
• Interviewed and took part in hiring and training Phonathon caller applicants.
• Supervised shifts of five to ten student callers every night.
• Provided leadership and experience to callers.