Jan 2023 – Oct 2025 · 2 yrs 9 mos

• Following Dash’s acquisition of WorkStride, I took on an expanded role and joined Dash’s Executive Leadership Team, reporting to the CEO/President. I focused on ensuring a seamless integration between the two organizations and accelerating revenue growth across the combined entity.
• Key accomplishments:
• Designed and launched Dash’s first unified Client Success Management (CSM) function, establishing shared success metrics, playbooks, and governance frameworks across product lines.
• Developed and executed cross-sell strategies that drove significant increases in cross-segment adoption of core products.
• Served as General Manager for the legacy WorkStride business, overseeing P&L, client retention, and operational alignment with Dash’s broader go-to-market.
• Led integration of WorkStride’s client base, processes, and systems into Dash’s unified platform while maintaining strong client satisfaction and retention.

Jan 2022 – Dec 2022 · 11 mos · New York, New York, United States

• I joined WorkStride to lead and transform all post-sale functions - Client Success, Professional Services, and Support - into a high-performing, trusted-advisor organization that drove measurable gains in client retention, revenue growth, and profitability, while preparing the company for its eventual sale to Dash Solutions. As a member of the Executive Leadership Team and reporting to the CEO, I helped lead a period of strong growth, with company revenue increasing 20% and EBITDA improving 40% year-over-year.
• Key accomplishments:
• Increased Net Revenue Retention (NRR) by 15% and improved NPS by +64 pts and CSAT by +23 pts through new methodology, team enablement, KPIs, and CRM enhancements.
• Grew Professional Services revenue 4×, transitioning the group from cost center to high-margin growth engine.
• Introduced governance and outcome frameworks that improved client time-to-value, delivery consistency, and ROI visibility.

Aug 2018 – Dec 2021 · 3 yrs 4 mos · New York, New York, United States

Jan 2017 – Jan 2018 · 1 yr

• After joining BetterWorks to lead Professional Services, I was quickly promoted to oversee all post-sale functions - Professional Services, Client Success, Education, Support, and Operations. During this time, the company underwent a major pivot from a Goals/OKR product to a Continuous Performance Management (CPM) platform and shifted its focus from mid-market to enterprise clients. Reporting to the CEO, I led the post-sales organization through this transition, driving significant improvements in retention, client engagement, and overall customer health.
• Key accomplishments:
• Delivered double-digit gains in NRR through new customer-segment playbooks, executive engagement, and change-management frameworks.
• Implemented Gainsight across the CSM organization, introducing health scoring and success plans that enabled proactive, data-driven decision-making.
• Partnered with Product to integrate voice-of-customer insights into roadmap prioritization and product strategy.

Jan 2017 – Jan 2017 · 0 mo

Jan 2016 – Jan 2017 · 1 yr · Palo Alto

• I joined Medallia - the global leader in enterprise SaaS-based Customer Experience Management - during a period of pre-IPO hypergrowth as the company scaled from 150 -> 1.5k+ employees and $20m -> $250m ARR. I began as an Implementation Manager leading Medallia’s largest and most complex global deployments for Fortune 500 brands including Verizon, Audi, and Citibank. I was later responsible for the company’s largest client portfolio and Professional Services team, while driving internal initiatives to scale the department as it grew to more than 300 employees.
• Key accomplishments:
• Consistently exceeded PS KPIs including NPS, budget adherence, utilization, and on-time delivery.
• Managed Medallia’s largest-ever implementation ($6m ARR, 30K hours).
• Established Medallia’s EMEA presence, relocating to build out the London office and manage a major global insurance client spanning 12 countries.
• Developed customer experience consulting playbooks for key verticals including Automotive, Financial Services, and Telecom.
• Redesigned Professional Services offerings into standardized packages and tiers, empowering Sales and improving delivery efficiency.

Jan 2014 – Jan 2016 · 2 yrs · Palo Alto

Jan 2012 – Jan 2014 · 2 yrs · Palo Alto

Jan 2008 – Jan 2010 · 2 yrs

• Developed and launched new data-driven marketing products for AMEX merchants, integrating cardmember insights with partner services.
• Created and commercialized a new SMB product line that became a recurring revenue stream and grew into a team of 8 FTE.
• Led end-to-end product lifecycle - design, internal approvals, marketing launch, and initial client sales and onboarding.
• Negotiated multi-year partnership agreements, including SLAs and revenue-share terms that doubled expected annual returns.

Jan 2008 – Jan 2008 · 0 mo

• Led quantitative and strategic workstreams for high-priority consulting engagements across AMEX business units.
• Built business cases, conducted market research, and developed financial models to evaluate product and growth opportunities.
• Presented recommendations and secured buy-in from senior executives, including SVPs and the CEO.
• Spent three months in AMEX Mexico office evaluating the future of AMEX banking products in Latin America.

Jan 2006 – Jan 2008 · 2 yrs