About
I've always believed in the power of customer success to drive business growth and create lasting relationships. During my career, I've led global teams across North America, EMEA, and APAC while managing annual recurring revenues ranging from $30M to $350M and 90%+ renewal rates. My journey has taught me that renewals are not just a task for the Customer Success team; they are a shared responsibility across the organization. This mindset has shaped how I design operations that truly focus on retention and expansion.I operate at the intersection of customer outcomes, revenue accountability, and executive decision-making. I am known for making decisions in complex environments where perfect information does not exist. I focus teams on outcomes over activity, accountability over consensus, and execution over optics.My approach is simple and disciplined:- Customer is a revenue outcome, not a department- Accountability is shared across Sales, Product, Marketing, and Finance- AI is a force…
Experience
Limited Partner
Stage 2 Capital · Austin, Texas Metropolitan Area
Present
Stage 2 Capital is a growth-stage venture company built by operators, for operators backing B2B software companies at the critical scale-up phase, where go-to-market execution, retention, and capital efficiency determine outcomes. Stage 2's LP model allows me to partner with over 800+ exceptional operating leaders and a community that actively supports founders as they scale with an emphasis is on predictable growth, capital-efficient scaling, and long-term value creation.
Global Vice President, Customer Success and Renewals
- Improved customer retention by 3% in 1H25 YOY by implementing data-driven strategies and defining key performance indicators (KPIs). - Drove efficiency in customer success operations by 20% by leveraging AI to automate routine tasks. - Created a CS forecast and risk visibility to cross functional teams that led to a 12% improvement of on-time renewals across key accounts. - Enhanced customer engagement and risk management by building and executing a global CS strategy, resulting in higher renewal rates including onboarding plans and Customer Journeys. - Led strategy for 60+ CSMs and CS Leaders globally including EMEA and APAC to improve the retention and expansion of over $300M in revenue.
Director, Client Success and Retention
- Achieved a GRR of 90% + YOY by implementing a scalable customer engagement model. - Orchestrated a customer renewals process integrating Salesforce, Gainsight and Salesforce CPQ, improving forecasting accuracy by 45%. - Implemented a clear strategy for year over year annual increases for renewals. - Integrated multiple M&A companies into the retention and customer success processes. - Cultivated a high-performing team of 30+ Customer Success Managers, fostering an ethos of over-target performance and exceptional communication. - Pioneered customer success initiatives focused on retention and revenue expansion, resulting in a 23% increase in expansion revenue through data-driven insights. - Mentored team-members to establish and nurture a powerful and high-functioning ethos ensuring consistent over target performance and exceptional communication practices.
Director, Client Services
- Increased retention from 93% to 97% and grew revenue by 18% by implementing retention strategies, managing renewals and optimizing pricing. - Built and implemented a renewals program generating $150M in annual revenue by standardizing processes and improving customer experience. - Led strategy and expansion across 2,000 customers and 5,000 contracts, ensuring license fulfillment and meeting contractual expectations. - Managed contractual changes through legal, finance, sales, and customer support. - Negotiated and approved global year over year rate increases, achieving an average rate of 5%. - Consolidated a Salesforce system integrating data from five companies and launching a CPQ system, impacting 300+ users and improving contract renewal data management.
Business Development Manager, Technology Solutions
OfficeMax 04/2010 – 01/2012 Business Development Manager, Technology Solutions - Achieved triple digit growth year over year growth within 40 strategic accounts in MD, VA & DC. - Collaborated with customer C-suite executives to develop technology-driven strategies, reducing infrastructure expenses. - Controlled and approved proposals, contracts, price and SLA negotiations, value propositions, demonstrations of technology solutions, product marketing, and proof of concept projects. - #1 Technology Business Development Manager for 2011.
Sales Solutions Specialist
- Recognized as East Coast’s #1 Graphic Arts Specialist at over 200% of plan in 2009 - Worked with Graphic Arts customers in Washington D.C, Northern Virgina and Maryland to improve efficiency and increase profitability. - Presented compelling business cases to C-Suite executives, resulting in increase profitability and their account retention. - Viewed as a Subject Matter Expert on workflow and 1-1 marketing solutions throughout the Midwest and Southern United States. - Orchestrated strategic relationships and programs driving customer retention and expansion. - Achieved 110% of plan in 2007 and 105% in 2008, increasing print revenue by over 25%. - Made Presidents Club in 2001 and 2003. - Consistently overachieved plan throughout my career.
National Account Manager
Western Ag Publishing
Responsible for increasing advertising revenue in a number of Agricultural Publications. Primary responsibility for 2 specific publications. Added significant number of new customers and increased revenue of existing customers. Included working with both the companies directly as well as advertising agencies.
Account Executive
Adams Publishing
Responsible for increasing advertising revenue in two of their publications, California Landscaping and Irrigation Journal. Added significant number of new customers and increased revenue of existing customers. Included working with both the companies directly as well as advertising agencies. Also completed a survey of readers of Irrigation Journal as a tool for selling additional advertising revenue.
Education
National University
MBA, Business Administration
Glasgow Caledonian University
BA (Hons), Business Studies
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