About
Experienced Customer Success leader with a demonstrated history of working in SaaS, supply chain and media. Highly successful in coaching, hiring, value-driven customer partnerships, upsells/renewals, and churn mitigation. Performed and taught improv comedy for 4 years; agile, supportive, inclusive, sometimes funny.
Experience
Director, Customer Success and Technical Account Management
Present
Leading our Enterprise/Control Tower Customer Success team and the Technical Account Management function.
Senior Manager, Customer Success
Director, Customer Success and Account Management
Senior Manager, Head of Customer Success, Support and Operations
RollWorks, a division of NextRoll
Head of Customer Success Management (CSM) and Ops and leading offshore services/support team partnership. - Grew headcount 280% (leading one manager, CS ops, CSMs - a total organization size of 19) - Developed the Customer Success Management role and charter and architected service model shift - Grew from managing team responsible for 70% of revenue > 100% in 18 months - Developed proprietary product adoption score, providing clearer value adoption metrics and churn signals
Manager, Customer Success, Strategic
RollWorks, a division of NextRoll · Chicago, Illinois, United States
Manager II, Strategic Customer Success Leading the 11-person CSM organization after undergoing a scaled transformation. Developed and relaunched our customer journey and post-sales process (success planning, business reviews, cadenced motions). Collaborated with product and business analytics to develop a proprietary product adoption score. This team oversees over 2/3 of the company's revenue. Manager I, Strategic Customer Success Led 8 CSMs of a variety of experience levels through a transformation of roles and responsibilities. Grew headcount 60%. 100% team member retention.
Manager, Customer Success
FourKites, Inc. · Chicago, Illinois, United States
Strategic Customer Success Manager
Partnering with our strategic CPG + Food and Beverage customers to realize value, achieve goals, and make their work lives and our product better every day.
Customer Success Manager
Partnering with leading retail brands to adopt and operationalize the FourKites product suite, realize value, and develop functionality to improve their supply chains, internal processes, and customer experience.
Senior Customer Success Manager
VS Networks · Chicago, Illinois
During my time at VS Networks, I increased total vertical revenue by 4% and reduced off-contract vertical revenue by 32%. Working with John Deere corporate, over 100 dealer groups in North America, and corporate partners to modernize their showroom experience with in-store digital signage and touchscreen software built and developed to meet their needs.
Manager of Cs (Strategic/High Growth)
Spiceworks · Austin, Texas
Developed a new customer success team structure to foster career growth and improve team retention in partnership with the VP of Customer Success. Lead a team of 5 enterprise and strategic CSMs with a focus on coaching, driving account growth, and optimizing internal processes and communication. Working on the strategic accounts team with Dell Technologies (Dell EMC, VMware, RSA, SecureWorks, Pivotal, VirtuStream), Amazon Web Services, Box, Sandisk, and more!
Media Planner
Umbel · Austin, Texas Area
Creating media proposals and strategies for clients informed by first party data and knowledge of digital advertising. Our vision is to make data the most valuable asset you can own. Some clients I work with: Royal & Ancient (The Open), AC Entertainment (Bonnaroo), Front Gate Tickets, ACL Live, Brooklyn Sports & Entertainment (Brooklyn Nets, Islanders), YMCA (Los Angeles, First Coast, Houston, Indianapolis)
Digital Campaign Specialist
Umbel
Helping show clients the value of their data by using our customer data platform to optimize social media and online advertising campaigns. Our vision is to make data the most valuable asset you can own. Some of the clients I work with: Front Gate Tickets, O'Reilly Media, ACL Live, Transmission Events (Fun Fun Fun Fest), Royal & Ancient (The Open Championship), AC Entertainment, Superfly (Bonnaroo)
Account Coordinator
EnviroMedia · Austin, Texas Area
Clients and Campaigns: Texas Department of Transportation (TxDOT) Holiday: "Sober Rides Make Great Gifts" Motorcycle Safety: "Look Twice for Motorcycles" Texas Department of State Health Services (DSHS) Office of Tobacco Prevention and Control: Worth It?, DUCK, Spit It Out!, Smokeless Education, Yes You Can! The University of Texas Prevention Research Center: "We Can Do More" Teen Pregnancy Prevention
Account Assistant
Clients and Campaigns: Texas Department of Transportation (TxDOT) Holiday: "Sober Rides Make Great Gifts" Texas Department of State Health Services (DSHS) Office of Tobacco Prevention and Control: Worth It?, DUCK, Spit It Out!, Smokeless Education, Yes You Can! Teen Pregnancy Prevention Program: Our Town 4 Teens Campaign Development: Adolescent Immunizations, Infant Immunizations, Department of Aging and Disability Services The University of Texas Prevention Research Center: "We Can Do More" Teen Pregnancy Prevention
Education
Michigan State University
Bachelor's degree, Communication, specializing in Public Relations
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