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WORK EXPERIENCE

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​​​Customer Success Strategy Consultant (Independent), 2024-Present | Remote​

  • Advised early- and growth-stage SaaS companies on enterprise CS strategy, operational model, and scalable growth readiness, improving adoption, net revenue retention, and team alignment.

  • Designed and implemented onboarding, enablement, and lifecycle frameworks to create repeatable processes, boost efficiency, and support enterprise expansion.

  • Partnered with Product and Engineering to translate customer insights into roadmap priorities, usability improvements, and training content.

  • Developed playbooks, workflows, and knowledge systems to standardize best practices and accelerate team readiness.

  • Supported leadership by tracking KPIs and operational metrics, providing actionable insights for process optimization.

 

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

  • Led enterprise CS team for 50 hospitals/health systems and 30 accounts averaging $150K ARR, increasing gross margin from 40% to 65% through improvements in healthcare delivery environments.

  • Designed and scaled lifecycle strategies, onboarding programs, and enablement frameworks, guiding hospitals and health systems through EHR integration and adoption, driving 75% upsell conversion and repeatable engagement while improving net revenue retention.

  • Partnered with Product, Engineering, and Clinical teams to build dashboards, reporting, and playbooks that informed strategy, optimized processes, and enhanced cross-functional alignment.

  • Developed standardized workflows, knowledge systems, and mentoring programs to improve consistency, efficiency, and team execution.

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Convoso, Director of Customer Success and Customer Support, 2018 | Los Angeles, CA​

  • Led 10-member U.S. and international CS and Support teams for 150 accounts totaling $5.5M ARR, managing performance, development, and operations.

  • Implemented CS software, playbooks, health ratings, and reporting systems to reduce management effort by 50%, standardize workflows, and enhance operational efficiency and team enablement.

  • Deployed NPS and CSAT tracking, increasing loyalty scores by 50% and support satisfaction to 95% in four months.

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Actiance, Director of Customer Success, 2017-2018 | Remote​

  • Directed CS for 200 accounts, including $14M ARR flagship client, driving adoption, satisfaction, and retention.

  • Developed scalable CS frameworks and processes to support team expansion, workflow standardization, and enablement for future growth.

  • Served as primary contact for the largest enterprise client, providing strategic guidance across business units to drive adoption and engagement.

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Cedexis, Customer Success Consultant, 2017 | Remote​

  • Advised executive leadership on CS program design, performance metrics, and renewal/churn forecasting to improve retention and operational visibility.

  • Designed scalable customer lifecycle programs, including segmentation, health scoring, touchpoint cadences, and renewal forecasting for 200 accounts totaling $12M ARR.

  • Delivered actionable insights and frameworks to support future team expansion, internal enablement, and standardized processes.

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Conviva, Director of Customer Success, 2014-2016 | Remote

  • Recruited, trained, and led a 13-member global Customer Success team managing 200 accounts with $33M ARR, increasing revenue in 40% of the customer base and boosting retention from 74% to 96.4% in six months.

  • Implemented enablement frameworks including sales handoffs, onboarding, engagement cadences, usage campaigns, QBRs, and renewals to drive satisfaction, growth, and retention.

  • Developed standardized workflows, playbooks, and reporting to support scalability, operational efficiency, and enablement.

  • Earned the company’s inaugural Leadership Award (November 2014).

 

Conviva, Senior Manager of Customer Success, 2012-2014 | Remote​​

  • Managed a $10.5M enterprise portfolio including HBO, NBC, CBS, NFL, Fox, Yahoo, and Microsoft; consistently exceeding satisfaction and expansion targets with 100% retention.

  • Authored 30+ customer-facing guides and 50+ internal training documents; designed and delivered Sales Technical Training and contributed to New Hire and technical training.

  • Led a Salesforce overhaul enabling CSMs to identify expansion opportunities and provide Product with actionable insights for roadmap and release planning.

  

Earlier Career: Digital Media & Streaming Operations leadership roles at Technicolor and Ascent Media, 2007-2012 - focused on operational optimization, cross-functional team leadership, and process improvement.

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EDUCATION, SKILLS, & TECHNOLOGIES​​

 

​Education

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

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Professional Affiliation

Executive Member, Customer Success Association​​​

 

Skills

Customer Success strategy, Net revenue retention, Revenue expansion & upsell, Revenue growth, Strategic advisory, Strategic enablement, Lifecycle strategy & architecture, Program design, Playbook development, Customer journey mapping, Customer onboarding, Cross-functional alignment, Executive stakeholder management, Organizational design, Operational scaling, KPI development, Process optimization, Change management, Training framework development

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Technologies

Customer Success Platforms (Gainsight, Totango, PlanHat, Strikedeck, ClientSuccess, Amity), CRM & Support (Salesforce, HubSpot, Zendesk), Project & Collaboration (JIRA, Asana, Confluence, Google Workspace, Microsoft 365), AI & AI-Assisted Tools (ChatGPT, Gemini, Claude, Perplexity, Copilot, DeepSeek, Chorus, Transcribe AI, Summary AI)

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