Jan 2023 – Feb 2026 · 3 yrs 1 mo

• Invited by CEO Edward Chiu and COO Kevin Chiu to participate in a private community of 100+ executives from CEOs, VPs of CS/Sales, CROs/CCOs, and more to discuss the future of revenue generation through a more cost-effective and powerful growth engine; your customers.

Feb 2022 – Present · 4 yrs 3 mos · New York, New York, United States

• Leadership and career coaching exclusively for Customer Success leaders.
• 🔹 CS LEADERSHIP ACADEMY
• Learn to build revenue-generating departments, prove value to executives, and lead motivated teams
• 250+ CS leaders trained
• Over 1/3 promoted within 6-12 months
• 🔹 DREAM JOB PROGRAM
• Land roles in 3-4 months - get hiring managers to reach out to you instead of chasing posted jobs
• 200+ CS leaders successfully hired
• Average salary negotiation: $10K-15K above initial offer
• Average OTE: $180K-240K

Aug 2021 – Feb 2026 · 4 yrs 6 mos

• Monthly contributor writing a column for new CS leaders.

Jun 2021 – Feb 2022 · 8 mos · New York, New York, United States

• Built and developed a global Customer Success department to increase adoption, retention, and expansion at scale.
• Leveraged best practices through tiered engagement models, customer lifecycle practice, and playbooks.
• Implemented Gainsight and Customer Success Operations to automate repetitive tasks over customer lifecycle.
• Operationalized the customer health model to trigger risk and expansion plays as well as forecast renewals.
• Developed customer enablement program to increase time to first value and depth of adoption via 1:Many programs and self-serve materials.
• Hired and mentored and scaled a diverse global CS team and created onboarding, coaching, and professional development models with a strong team culture.
• Created career advancement models and employee development plans to increase transparency and motivation, resulting in to promotions.

Sep 2020 – May 2021 · 8 mos · New York, New York, United States

• Built and scaled the Customer Success department for a white glove unified communications and networking provider.
• Created all processes and workflows based on the customer lifecycle.
• Recruited, and continued to develop, motivate, and scale a dynamic Customer Success team.
• Enabled scalability of Customer Success department by automating workflows and playbooks for adoption, expansion, renewal, and advocacy through Customer Success software.
• Increased productivity and reduced silos by refining processes across sales, support, and services to streamline communication and customer-centricity, ultimately attaining an NPS of 91 and increased NRR.

Nov 2017 – Aug 2019 · 1 yr 9 mos · Greater New York City Area

• Built Customer Success department from scratch for machine reasoning AI product (HIRO).
• Led department while simultaneously managing Fortune 500 clients.
• Coordinated with cross-functional teams to align product development with customer feedback.
• Dramatically increased scaling, expansion and customer retention.

May 2013 – Mar 2017 · 3 yrs 10 mos · New York, NY

• Oversaw the planning and execution of the entire ActiveDisclosure SaaS implementation lifecycle. Steered the integration of client-specific best practices to maximize performance and satisfaction. Administered training and evaluation of personnel to exceed organizational standards. Leveraged creative curriculum, webinars and classroom instruction tools to provide informative instruction.
• Created role and processes from the ground up to build an impeccable customer experience from product inception to #2 in the marketplace for financial reporting software.
• Worked across departments as the voice of the customer to ensure customer-focused product development, services, sales, and marketing.
• Led an organizational mentoring program to facilitate the growth and retention of talented team members.

Jan 2010 – Apr 2013 · 3 yrs 3 mos

• Grew a team from 3-6 EDGAR Specialists (Production/Customer Service) in the production of SEC compliance documents for over 600 accounts.
• Guided clients through complete restructuring of government requirements in rapidly changing field.
• Reduced new-hire salary costs by 40% by initiating and implementing comprehensive training program, eliminating need for 2 outsourced training and recruiting vendors.
• Developed customer lifecycle and engagement maps to create best practices for both proactive and reactive touchpoints.
• Decreased costs and streamlined operations by creating and maintaining in-house systems to track clients’ progress and workflow.
• Increased revenue by cross-selling clients' full financial service package, including XBRL and IR Data Hosting.
• Ensured accurate and timely response to clients’ needs by creating and updating course curriculum and delivering training to staff on an on-going basis, accommodating different learning styles.
• Ensured consistent, complete information on processes and procedures by writing and updating 60-page manual as reference guide for new hires and existing staff.

Jan 2008 – Jan 2010 · 2 yrs

• Managed a team of 3 Edgar Specialists across 300 accounts
• Developed checklists and customer lifecycle management processes that reduce filing errors by 30% leading to a 15% increase in customer retention.
• Created upselling playbook based on previous customer buying patterns increasing overall revenue by 10% across accounts.

Jan 2006 – Jan 2008 · 2 yrs

• Processed government compliance documents with the SEC for clients, handling ASCII filings with EdgarEase and HTML with Edgarizer.
• Provided premier customer service by accurately and efficiently preparing, editing and filing documents.
• Served as liaison with clients regarding edits and filings.

Jan 2005 – Jan 2006 · 1 yr

• Promoted to Senior EDGAR Specialist within 1 year

Oct 2004 – May 2005 · 7 mos

• Lead generation, qualification and nurturing to increase new client acquisition

Jul 2004 – Sep 2004 · 2 mos

• Data Entry for Lead Generation