Jan 2024 – Present · 2 yrs 5 mos · Asheville, North Carolina, United States · Remote

• Skytree Scientific is a pioneering SaaS startup revolutionizing the lightning protection industry with an AI-powered engineering design and automation solution. Our cutting-edge platform streamlines the risk assessment process for engineers and consultants, delivering exceptional efficiency and accuracy through automation, real-time data integration, and comprehensive reporting. By leveraging the power of AI, Skytree Scientific empowers engineers to make informed decisions and ensure safety, all while staying ahead of the curve in this rapidly growing market.

Oct 2023 – Feb 2026 · 2 yrs 4 mos · Charlton, Massachusetts, United States · Remote

• The Story School develops and delivers engaging, interactive, and story-driven educational curriculum to students of all ages. From social skill based classes, to immersive adventures with STEAM-content interwoven throughout, The Story School seeks to make a more connected, more educated, and more engaging world.

Apr 2022 – Apr 2023 · 1 yr · Greater Asheville · Remote

• Small, private cybersecurity and network automation B2B SaaS company with global reach; most customers are Global 2000 size.
• I was retained initially amid a high-growth period in a consultant capacity for 12 months before joining as an FTE to improve time to first value and time to full adoption, maintain high gross revenue retention, and drive higher net revenue retention. I oversaw onboarding, customer success (account management), renewal, and expansion for more than 250 enterprises.
• ➟ Implemented a methodology as a foundation to drive the metrics for time to first value and time to adoption and achieve targets, positioning the company for continued growth and greater expansion of revenue across the customer base.
• ➟ Strengthened team efficiency, increasing CSM capacity 25% while capturing 10% cost savings.
• ➟ Onboarded the initial cohort of customers into a new SaaS platform.
• ➟ Led the deployment of ChurnZero as the company’s first Customer Success Tool.

Apr 2021 – Apr 2022 · 1 yr · Greater Asheville · Remote

• I leveraged my broad and deep expertise to fill a strategic gap for customers and enable them to move faster via recommended methodologies and process and procedure improvements.
• ➟ Partnered with chief customer officers, other executives, and customer success professionals.
• ➟ Helped multiple clients scale and strengthen the performance of their customer success teams.

Sep 2018 – Jan 2021 · 2 yrs 4 mos · Raleigh, North Carolina · Remote

• Small, private prop-tech/facilities management B2B SaaS company with global customer base. Most customers are Global 2000 size.
• I was hired to support the achievement of aggressive growth goals after the company became owned by private equity and accelerated its desired growth timeline. Within 6 months I was promoted to lead the creation of the first global Customer Success function.
• ➟ Established global Customer Success function, including developing the operational framework and hiring the first Customer Success Managers, and in first full year, mitigated the effects of COVID-19. Led a team of 20+ covering customer success, customer support, partner support, training, and renewals.
• ➟ Expanded my scope yet again upon an acquisition that doubled the size of the company, assuming oversight of Tech Support, Renewals, and SaaS Operations while retaining leadership of Training and Customer Success.
• ➟ Increased utilization of the Professional Services team and margin by ~10 points each by transforming from a purely custom-services delivery model to a best-practices-based services model.
• ➟ Revamped and improved pre-sales support, project reporting, and partner support. Introduced a process to identify top/repeating issues and implemented solutions, which decreased tickets per customer and workload. Cut tech support costs 20% within the first year without negatively impacting quality.
• ➟ Designed and deployed an on-demand training platform to increase adoption, which scaled the number of people trained by ~300% within 1 year.

May 2008 – Aug 2017 · 9 yrs 3 mos · Salt Lake City Metropolitan Area · Remote

• Cybersecurity B2B software/SaaS company; invented the Machine Identities market.
• During my 9+ years with Venafi, I reported to the CEO and catapulted company growth from $3M to earning a $1B valuation in 2020 by serving as a key influencer in product strategy, development process, and product roadmap, representing the voice of the customer while balancing conflicting priorities.
• ➟ Conceptualized and built the company’s first Professional Services organization; scaled bookings from nearly zero to 10%+ of company revenue within the first year and more than 20% in subsequent years. Led a team of 35 with full P&L responsibility and cultivated systems integrator and contractor relationships.
• ➟ Introduced a holistic approach to refining customer-facing processes, procedures, and methodologies, enabling early wins while bolstering the effectiveness of Sales, Marketing, and Product Development.
• ➟ Implemented an innovative model for facilitating customer success via webinars and other remote group settings, resulting in reduced expenses, increased customer engagement, shorter lead times for project starts, and faster deployments.
• ➟ Sought out as a critical member of the Sales organization, regularly brought in to close both product-only and product and services sales.
• ➟ Championed key services sales innovations, including creating packaging for time and material services and repositioning custom software as pre-packaged, both resulting in the elimination of complex statements of work and legal negotiations and ultimately reducing late-stage sales cycle times by 50%+.
• ➟ Positioned the company for remarkable success, including ~$1B acquisition by private equity in 2020.

Jun 1997 – Mar 2008 · 10 yrs 9 mos · Greater Boston · On-site

• Industry leading cybersecurity company -- authentication, authorization, data security, encryption, GRC.
• Throughout my tenure with RSA Security Inc., I held increasing and varied levels of leadership roles within the Professional Services Organization, helping to build a world-class sales and delivery function for services.
• ➟ Contributed to both product-specific consulting as well as strategic security services.
• ➟ Led pre- and post-sales efforts with local and worldwide scope across multiple technologies and business units.
• ➟ Partnered with sales organizations to develop and deliver services that led to product sales and enhanced the value of solutions provided to customers.
• ➟ Ran the data security PS business with $8M+ per year in revenue.
• ➟ Managed the worldwide operations function, which enabled significant growth and integration of RSA processes into EMC processes after the acquisition of RSA by EMC.
• ➟ Received multiple Sales and Marketing awards for specific measures that increased revenue and refined messaging; named Worldwide Practice Leader of the Year 2X.