Return Rabbit - a Saas product pivot success
In 2021, I was brought in by an investment group as General Manager and Interim CEO to turn around a struggling eCommerce technology company. Over six months, I assessed product-market fit, evaluated the engineering team, and stabilized operations, setting the foundation for growth. The conclusion was that the company should pivot to serving the rapidly growing SMB market and exit the crowded enterprise market.
I then transitioned into Head of Product and Global Customer Success (2021-2023), where I led product strategy and execution for our SaaS eCommerce platform. I built and scaled a Product Management team, driving Product-Led Growth (PLG) and optimizing our roadmap to meet market demand. These efforts resulted in a 15x increase in ARR and reduced time-to-value from over three months to just one day.
In addition to product leadership, I owned the Customer Success function, focusing on retention, CRM optimization, and key performance metrics to enhance customer engagement and reduce churn. Through strategic execution, I helped transform Return Rabbit into a scalable, customer-centric busines that was then acquired by a complementary industry incumbent.