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18+ years of experience in Customer Success and Client Services. Specializing in leadership, team building, onboarding, training, adoption, retention, and enablement in enterprise class Software as a Service (SaaS) cloud-based solutions. Account management of portfolios of up to $14M each and management of teams supporting portfolios of up to $45M.


  • Leadership & Team Management

  • Enterprise Account Management

  • Customer Relationship Management

  • Customer Retention

  • Client-Facing Presentations

  • Project Management

  • Analytics & Reporting

  • Solutions Consultancy


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


  • Executive Member of the Customer Success Association

  • Member Society of Motion Picture & Television Engineers (SMPTE)

  • Member National Academy of Recording Arts & Sciences (NARAS)

  • Member Audio Engineering Society (AES)

  • Member Los Angeles Final Cut Pro Users Group (LAFCPUG)


  • Customer Success Management Software:  Gainsight, Amity, ClientSuccess

  • Microsoft Suite:  Word, Excel, Office, PowerPoint

  • CRM/Support/Daily:  Salesforce, Wootric, Zendesk, Google Docs, JIRA, Confluence

  • Streaming Media:  OTT, IPTV, OVP, Video and Audio Codecs, Containers, & Formats, Adaptive Bitrate Video Streaming, OTT Video Player Platforms, Content Management & Delivery Systems

  • Video Transcoding Software:  Rhozet, Digital Rapids, Ateme, Elemental, Vantage, Final Cut Pro, Subtitling, Closed Captioning, XML, HTML


  • SaaS Software

  • Digital/Streaming/OTT Video

  • Content Delivery Optimization

  • Streaming Media Analytics


Senior Director of Customer Success | Owl | 2019-Present

  • Developed the Customer Success program and team in this SaaS B2B mental and behavioral health assessment and analytics software company from inception to a 5-member team.  Provided leadership, performance management, and professional development to the Customer Success team in the behavioral healthcare industry.

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 customer 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 four months.

  • Integrated Customer Onboarding and Customer Support satisfaction surveys (CSAT). Increased Support CSAT 15% in 4 months to an average score of 95%.

Director of Customer Success | Actiance | 2017-2018

  • Executed customer satisfaction and project management during product implementation for the flagship account with $14 million dollars in annual revenue partnering with IBM and working across several stakeholders, both internal and external.

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.

Director of Customer Success | Conviva | 2012-2016

  • Recruited, trained, and led a 13-member global team responsible for $33 million in annual recurring revenue (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 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.

Senior Customer Success Manager | Conviva | 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 9-member U.S. sales team, contributed to the New Hire Company Training Plan, and deployed the formal CSM training program 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 3-person 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.

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

  • Provided file-based video and audio workflow design and engineering expertise to over 207 customers of Sony Pictures and Paramount Studios.

  • 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.


  • Los Angeles Valley College | French

  • Moviola Digital Education Center | Final Cut Pro Certification

  • Santa Monica Academy of Entertainment & Technology | Final Cut Pro

  • Southeast Pro Tools Training Center | Pro Tools Operator Certification

  • Solid State Logic | SSL Console Certification

  • San Jacinto College | Audio Engineering & Acoustics

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