Feb 2024 – Jun 2025 · 1 yr 4 mos · Canberra, Australian Capital Territory, Australia

• At Vectra AI, I lead strategic post-sale partnerships across complex enterprise environments, driving adoption, renewal, and expansion outcomes through a security lens. My focus is not just retention, it’s revenue resilience and long-term customer value.
• Strategic Customer Success Leadership
• Act as a trusted advisor to cybersecurity leaders, aligning Vectra’s NDR and MDR capabilities to each customer’s business risk posture, threat landscape, and operational maturity. Elevate QBRs into executive-level strategy sessions that influence roadmap, security architecture, and investment planning.
• Revenue Ownership & Commercial Outcomes
• Accountable for net revenue retention (NRR), gross retention (GRR), and multi-year expansion across a portfolio of high-value accounts. Partner with sales on opportunity planning, multi-threading, and value realization to ensure CS is a revenue-driving function not a reactive one.
• Adoption, Onboarding & Platform Maturity
• Lead onboarding and success planning across hybrid and cloud environments (AWS, Azure AD, MDR-integrated workflows). Accelerate time-to-value by mapping platform capabilities to customer-specific KPIs and security outcomes. Advocate for deeper integrations across the SOC ecosystem.
• Risk Mitigation & Advocacy
• Proactively surface early warning signals across adoption, relationship, and org dynamics. Navigate cross-functional complexity to drive customer confidence, reduce churn risk, and strengthen our voice within customer organizations from engineers to executives.
• Cross-Functional Collaboration at Scale
• Collaborate tightly with Sales, Security Engineering, MDR teams, and Product to deliver end-to-end outcomes. Influence internal prioritization through customer feedback loops, helping shape product roadmap and service delivery models in high-stakes environments.

May 2021 – Feb 2024 · 2 yrs 9 mos · Canberra, Australian Capital Territory, Australia

• As a strategic Customer Success Manager (CSM) for Shibumi, my responsibilities typically revolve around ensuring the success and satisfaction of our customers.
• Relationship Management: Build and maintain strong relationships with key stakeholders within customer accounts, including executives, decision-makers, and end-users.
• Strategic Account Planning: Develop and execute strategic account plans to drive customer success and maximize the value of Shibumi solutions for our customers.
• Onboarding and Adoption: Guide customers through the onboarding process, ensuring a smooth implementation and successful adoption of our product and services.
• Customer Training and Enablement: Provide training and enablement resources to help customers fully utilize and leverage the features and capabilities of the Shibumi platform.
• Proactive Customer Engagement: Proactively engage with customers to understand their business objectives, identify opportunities for growth, and align Shibumi's solutions with their needs.
• Customer Advocacy: Act as the voice of the customer within Shibumi, advocating for their needs, requirements, and feedback to relevant internal teams, such as product management or engineering.
• Risk Mitigation and Renewals: Identify and address any customer risks or issues promptly, and work collaboratively with internal teams to mitigate those risks. Additionally, drive customer renewals and expansion opportunities.
• Metrics and Reporting: Track and analyze key customer success metrics, such as adoption rates, customer satisfaction scores, and renewal rates. Use this data to generate reports and provide insights to both internal stakeholders and customers.
• Cross-functional Collaboration: Collaborate closely with sales, product, marketing, and support teams to ensure a seamless customer experience and drive overall customer success.

Apr 2019 – Apr 2021 · 2 yrs · Canberra, Australian Capital Territory, Australia

• As a Customer Success Director at Instaclustr, my responsibilities involve achieving revenue growth targets within existing accounts by driving the adoption of Instaclustr products, identifying opportunities for growth, and appropriately managing churn.
• Key Highlights:
• Manage the end to end customer lifecycle and stakeholder Management
• Maintain an excellent knowledge of current and future product and service offerings and enhancement and be able to map these to customer business requirements.
• Maximized customer success and ROI.
• Developed execution plans for new sales opportunities and maintain and report on revenue forecasts.
• Key Skills: Project Management, Release, and Delivery Management. Reporting and Predictive Analytics, Strategic Planning and Development, Multi-Cultural & Cross-Functional Leader, Stakeholder Management, Change Management, and Team Management.

Sep 2014 – Apr 2019 · 4 yrs 7 mos · Canberra Area, Australia

• As a Solutions and Pre Sales Engineer at ContentKeeper Technologies, responsible for working with IoT product managers to develop 2 years technology roadmap and leveraging business along with technical experience to become a trusted part of the ContentKeeper team. Also, engaging in providing 3rd level support to worldwide customers along with strategizing and performing quality assurance for ContentKeeper products.
• Key Highlights:
• Actively conducting Proof of Concept presentations and installations and deployments for prospective clients.
• Responsible for technical requirement proposals and tailored solutions for new clients.
• Working closely with research and development to implement new features in the ContentKeeper software.
• Responsible for creating test plans, test scripts, and deliverables for clients
• Key Skills: Mobility and IoT, Stakeholder management, Testing tools, Business Intelligence/ Reporting, Business Leadership, Technology Implementations & Rollout (Software, Hardware, Infrastructure) and Business Strategy, Operating Systems, and infrastructure development.

Sep 2013 – Sep 2014 · 1 yr · Canberra, Australia

• Key highlights:
• Providing support on the Dalet system, including configuration, software malfunction, corrective actions, implementation, fix, and installation.
• Dispatching support requests to Level 3 and R&D for issues that cannot be solved locally.
• Reporting escalated tickets in the Dalet CRM, in sync with the customers’ tracking system when relevant.
• Key Skills: Strategic Development, Process Improvement, Innovation Development New Technology Implementation, Quality Documentation and Reporting, Ticketing systems, Training and Mentoring, Emerging Technologies+ Innovation, Analytical thinking and conceptual problem-solving ability, Project Management and Business Process Improvement.

Jul 2012 – Sep 2013 · 1 yr 2 mos · Canberra, Australia

• As a NOC Engineer at Southern Cross Media, my responsibilities involved monitoring the SCA network for commercial customers and to provide an excellent level of response rate to any occurrence that would impact critical operations.
• Key Highlights:
• Maintaining and updating a routine log of events and site access.
• Analysing problems perform troubleshooting and communicate with site technicians and other NOCs.
• Collaborate and provide support to departments, supervisors, and managers regarding any operational or technical matters.
• Key Skills: Quality Documentation and Reporting, Strategic Development, Process Improvement, Training and Mentoring, Innovation Development, New Technology Implementation, Ticketing systems, Emerging Technologies+ Innovation, Analytical thinking and conceptual problem-solving ability, Project Mangement and Business Process Improvement

Dec 2011 – Jun 2012 · 6 mos · Sydney, Australia

• As a Business Development Manager at Fat Prophets, implemented business ideas to generate revenue through annual memberships while collaborating with the wealth management division to target High Net-worth Individuals.
• Key Highlights:
• Account managing clients from $100K to $15M in the market.
• Performed thorough stock market analysis through reports specializing in Equities and Mining.
• Developed and maintained client relationships.
• Key Skills: Strategic Development, Process Improvement, Innovation Development, New Technology, Account Management, Implementation, Project Management, Business Process Improvement Quality Documentation and Reporting, Ticketing systems and Training and Mentoring