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WORK EXPERIENCE

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​​​Senior Director of Customer Success | Owl Health | 2019-2014​

  • Recruited as a core leadership team member at SaaS B2B behavioral health startup to develop the Customer Success program, enhance product/market fit, and relaunch as an EMR-integrated enterprise solution.

  • Conceived, grew, and scaled the Customer Success program, building a high-performing team and helping to guide the company’s pivot to a multi-tiered solution suite, unlocking new revenue streams from PE-backed behavioral health aggregators, community mental health clinics, large health systems, children’s hospitals, and health plans.

  • Managed top enterprise accounts, increasing customer retention and engagement while helping to grow the gross margin from 40% to 65%. Achieved a 75% upsell conversion rate among enterprise customers, driving significant revenue growth through expansions and additional purchases.

  • Developed and managed corporate goals to enhance Customer Success operations, OKRs, and operational activities for Customer Success, achieving high rates of upsells in user licenses, custom assessments, consultation services, EHR integration, and analytics.

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Director of Customer Success and Customer Support | Convoso | 2018​

  • Provided leadership, performance management, and professional development to the 10-member Customer Success and Technical Support teams in the United States and abroad managing 110 accounts.

  • Implemented Customer Success software containing playbooks, customer health ratings, and a customer-at- risk early warning system resulting in 50% easier customer management.

  • Deployed Net Promoter Scoring (NPS) to monitor customer loyalty; increased NPS 50% in 4 months.

  • Integrated Customer Onboarding and Customer Support satisfaction surveys (CSAT). Increased Support CSAT15% in 4 months to an average score of 95%.

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Director of Customer Success | Actiance | 2017-2018​

  • Executed customer success and project management including the flagship account JP Morgan Chase of $14 million in ARR working across several stakeholders, both internal and external.

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Customer Success Consultant | Cedexis | 2017-2017​

  • Created and implemented the Customer Success plan which supported 80 customers with $3.6 million dollars in annual revenue.

  • Developed customer lifecycles and segmentation, health scores, quarterly business reviews, touchpoint cadences, and playbooks.

  • Drove renewal and churn forecasting for a 10-member executive team.

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Conviva | 2012-2016

Director of Customer Success | 2014-2016​

  • Recruited, trained, and led a 13-member global team responsible for $33 million in ARR.

  • Increased the annual revenue of 40% of the customer base and grew retention from 74% to 96.4% in the first 6 months.

  • Implemented enablement structure and processes (new sale transition, onboarding, communication cadences, usage campaigns, quarterly business reviews, and renewals) to drive and track company goals of customer satisfaction, revenue growth, and retention.

  • Recipient of the first Leadership Award, November, 2014.

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Senior Customer Success Manager | 2012-2014​​

  • Managed an Enterprise client portfolio worth $10.5 million in annual revenue including HBO, NBC, CBS, NFL, Fox, Yahoo, DirecTV, Disney, LinkedIn, and Microsoft. Consistently exceeded target objectives for customer satisfaction and revenue expansion, and maintained a 100% retention rate.

  • Wrote and published 30+ best practice and use case documents used by customers and prospects, and wrote 50+ training documents used internally.

  • Created and conducted the Sales Technical Training to the US sales team, contributed to the New Hire Company Training Plan, and deployed formal training programs to 3 other technical departments.

  • Drove the overhaul of Salesforce to enable CSMs to easily identify revenue expansion opportunities and Product to plan releases and future development.

  

Manager, Content Engineering Lab | Technicolor | 2010-2012​

  • Oversaw a team of digital video engineers focused on research, design, and implementation of end-to-end advanced digital media workflow design including the integration of business, media management, and delivery systems for Enterprise clients such as Paramount, Sony, Disney, Warner Bros., Fox, Apple, and AT&T.

  • Engineered workflows via video compression formats including multichannel and multi-language audio, subtitles, closed-captioning, and 3D video. Evaluated hardware and software. Published technical and distribution spec workflows.

  • Initiated the automated solution to allow 3D subtitles into the 2D digital content space facilitating successful 3D subtitling on all global films.

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Head of Onboarding & Digital Media Engineer | Ascent Media | 2007-2010​

  • Provided file-based video and audio spec and workflow design and engineering expertise to over 207 customers of Sony Pictures and Paramount Studios. Integrated over 332 technical and distribution workflows into production.

  • Owned the customer onboarding process and improved and scaled it which significantly shortened its duration from 2 weeks to 1-2 days.

  • Discovered a method to monitor 302M master audio format previously unavailable to the company.

 

 

EDUCATION & SKILLS​​

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Education

  • BA - Music, Radio, Television – Magna Cum Laude, University of Houston

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Professional Affiliation

  • Executive Member of the Customer Success Association

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Technologies

  • Customer Success Management Software (Gainsight, Amity, Totango, PlanHat, Strikedeck, Client Success), Microsoft Suite, Salesforce, Zendesk, Asana, Google Docs, JIRA, Confluence

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Industries

  • SaaS B2B Software in Analytics & Reporting, Mental Healthcare, Streaming Video, Content Delivery Optimization, Banking Compliance, Outbound Marketing

 

Skills

  • Leadership & Team Management Customer Relationship Management, Enablement & Training, Analytics & Reporting, Enterprise Account Management, Client-Facing Presentations, Project & Program Management, Solutions Consultancy, Performance Management

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