Energetic and strategic customer success leader with a proven track record in driving retention and revenue growth in B2B SaaS environments. Expert in building and scaling customer success functions from the ground up, reducing churn by over 70% and managing a $30M+ book of business with 200% NRR and 96% retention. Adept at designing and implementing customer success programs, playbooks, and health-scoring systems to enhance customer outcomes and operational efficiency. Recognized for fostering strong relationships and aligning company goals with customer needs to exceed expectations. Committed to mentorship and career development, empowering teams to achieve and surpass objectives.
Consulting practice specializing in customer success optimization and business growth across coaching and SaaS platforms.
Nov 2021 — Dec 2022
LogRocket
Senior Customer Success Manager
LogRocket helps you understand problems affecting your users, so that you can get back to building great software. It offers features like Session Replay, DOM playback, network logs, error tracking, and more, catering to developers, product, design, and marketing teams.
Managed $4M+ book of business across 65 SMB & mid-market and enterprise accounts.
Maintained 96% gross retention rate through proactive account management.
Achieved 137% net revenue retention by identifying strategic upsell and cross-sell opportunities.
Designed customer onboarding playbooks reducing time-to-first-value from 90 days to 45 days.
Sep 2019 — Oct 2021
Truework
Customer Success Manager, Strategic Accounts
Truework provides a comprehensive income and employment verification platform for mortgage lenders, consumer lenders, and property managers. It focuses on secure sharing of personal information with explicit consumer consent.
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