Jul 2025 – Nov 2025 · 4 mos · Remote

• Built a team of 5 Strategic CSMs supporting over $50M in ARR
• Implemented internal QBRs, Red Account Reviews, and Account Planning Sessions to identify risk across customers and support Sales in customer growth
• Ensured cross-functional alignment across the business to enable CSM to bring in partners to support customers

Apr 2024 – Present · 2 yrs 1 mo

• Partner with SaaS startups and mid-sized enterprises to design and implement scalable Customer Success strategies.
• Specialize in customer segmentation, journey mapping, organizational structure, and health score development to drive retention and growth.
• Mentor emerging Customer Success leaders, offering personalized coaching on leadership, change management, and team scaling.
• Currently assisting a startup in building a Customer Success organization from the ground up, including onboarding, processes, and health score systems.
• Currenly mentoring multiple CS leaders who transitioned from individual contributors to leadership.

Mar 2021 – Apr 2024 · 3 yrs 1 mo · Remote

• Renewed 90% of customers
• Increased renewal term length to 2+ years with an average price increase of 7%.
• Archived an NRR rate of over 107%
• Implemented role clarity by creating cross-functional teams, enhancing collaboration and efficiency.
• Reduced implementation time by 2 months, leading to faster Time to First Value for customers.
• Achieved world-class NPS, Support, and Onboarding CSAT scores.
• ENPS score of 90 across the Customer Success Teams

Sep 2018 – Feb 2021 · 2 yrs 5 mos

• Managed a team of Strategic CSMs responsible for $40M+ in ARR
• Developed and implemented Customer Health Score and renewal forecasting processes
• Rolled out the Value-Selling sales model
• Awarded Manager of the Year 2019.
• Successfully developed 6 employees to the next level of their careers interdepartmentally and across the business.
• Successfully transitioned a Technical Account Management team into a proactive Customer Success Management team focusing on renewals, retention, and product adoption.
• Established a weekly Heal Desk cadence.
• Built out a Strategic Team within Customer Success to ensure retention of our largest customers.

Jul 2017 – Jan 2019 · 1 yr 6 mos

Oct 2015 – Jul 2018 · 2 yrs 9 mos · Short Hills, NJ

• Draw on my experience while finding new ways to encourage team collaboration, inspire innovative solutions, and improve store performance. My passion for Apple connects people to the products they love and creates amazing customer experiences.
• Responsible for a staff of 150+ employees and their Employee Experience Score.
• Manage a customer experience score on a very high level from both the sales and services sides of the business.

Mar 2011 – Sep 2015 · 4 yrs 6 mos

• Built strong relationships with surrounding community during tenure in the Howell store.
• Built a team of talented individuals that drive results and have fun while doing it.
• Deliver financial results

May 2009 – Mar 2011 · 1 yr 10 mos

• Worked as a Customer Solutions Manager in both the Howell and Holmdel stores
• Mentored one Department Supervisor to become an Assistant Manager at Best Buy and helped over 10 employees achieve the next level in their careers.
• Won numerous district and discipline specific banners
• Won “Store of the Year” FY 2010 during my time at the Howell store
• Coached and trained employees on selling techniques, business acumen, and company initiatives
• District 38 Manager Advancement Program Graduate
• District 38 General Manager Development Integration Program Graduate
• District 38 Employee Engagement Enabler Group Member

Jan 2008 – Oct 2008 · 9 mos · Howell, NJ

• Supervisor of two different departments, Computers and Geek Squad
• Grand opened the Howell store as a Supervisor