About
As an individual who navigates challenges and leads direct reports with a growth mindset, I have progressed from an individual contributor to acting Chief Customer Officer & a member of the Executive team. I’ve actively participated in Board of Director meetings, annual operating planning, compensation package creation, & cost consolidation efforts as the sole owner of all commercial strategy related to renewal & expansion up to $60MM ARR & 1,000+ accounts. I have experience in M&A integrations specifically focusing on monetization strategy, customer journey transitions, & employee enablement of go-to-market teams. Under my leadership as VP, BetterCloud achieved the company’s highest retention rate in over a year.
Experience
Principal Customer Success Manager
Vp of Customer Success & Renewals
Promoted to VP & member of the Executive team reporting to the CEO, accountable for the CS & Renewals functions overseeing total company ARR in October 2023. Championed a team of 11 individuals (managers & individual contributors) after company RIF of ~20% to attain 80% to renewal rate goal across $40MM of ARR while driving customer value through newly acquired platforms, boosted renewal rate over TTM period by 75%, produced weekly forecasting to CFO with regard to churn, downsell, expansion, & growth at renewal, and decided on roadmap strategy with Product & Engineering based on customer feedback & retention targets.
Director of Customer Success
Promoted to Director of CS and reported to COO in December 2022. Motivated team up to 20 to achieve 81% to renewal rate goal across $60MM of ARR while incorporating renewal management into the department, designed cross-functional leadership initiative to establish retention strategies amongst platform customer found defects resulting in an Engineering response time of 7 days compared to 3 months, and scaled Executive Business Reviews to effectively display ROI & product adoption recommendations to Economic Buyers.
Director of Customer Success, Enterprise
Promoted to Director of Enterprise CS in March 2022. Led team of 5 to 77% to renewal rate goal across $15MM of ARR, created customer health score with Data Operations to use as a main driver for forecasting purposes & proactively assessing customer risk due to product adoption.
Director of Customer Success, Corporate
Promoted from individual contributor to leadership as Director of Corporate CS in May 2021. Directed team of 5 to achieve 80% renewal rate to goal across $10MM of ARR.
Customer Success Manager, Corporate
BetterCloud · New York, New York
Joined BetterCloud in 2019 and entered into the SaaS industry as Corporate Customer Success Manager. Recognized as the team’s top performer attaining a 87% renewal rate, 127% net retention rate, & no churn for 3 out of 5 quarters (~120 accounts & $2MM of ARR).
Director of Account Services
MDcentRx · New York, New York
Responsible for full lifecycle of 11 leading global pharmaceutical relationships accounting for $7.5MM of ARR. Consulted with customers to advocate strategic digital marketing tactics aligned with brand objectives and business imperatives and analyzed key performance indicators to confirm that campaigns trend towards internal benchmarks and contractual guarantees
Account Manager
athenahealth · Princeton, NJ
Promoted from Senior Associate in 2016. Managed the top 3 strategic clients accounting for $12MM of ARR (25% of company revenue) compared to team average of $10MM, specialized as the department’s lead trainer for salesforce.com for groups over 10, developed customer relationships while attaining top box Net Promoter Scores, achieved ~$500k in lead generation, devised an internal workflow enhancement to decrease internal cycle time up to 48% and created and presented quarterly business reviews to enhance relationships by highlighting successes and opportunities.
Senior Associate
athenahealth · Princeton, NJ
Promoted in February 2016 from Associate. Appointed as Account Manager and internal execution lead on up to 10 accounts with aggregate annual bookings of ~$10MM, assisted the Technical Project Management Team to launch internal enhancements, and trained, on-boarded, and mentored new team employees.
Account Associate
athenahealth · Princeton, NJ
Performed as the internal execution lead on accounts with contract bookings of $11 million and communicated cross-departmentally with internal execution of contracted campaign deliverables.
Associate Consultant
Alliance Life Sciences Consulting Group, Inc · Somerset, NJ
Supervised client meetings to investigate and resolve business process inaccuracies, analyzed financial and customer data to recognize profits, ensure data integrity, and minimize operating costs for clients, and mastered PharmaLytics modules on data entry and integration techniques.
Account Management Intern
Epocrates · Ewing, NJ
Worked alongside 11 account managers to submit regulatory filings for the FDA’s final review of HCP-focused advertisements and executed thorough quality assurance on client final compliance materials.
Education
The College of New Jersey
Bachelor’s Degree, International Business, Communication Studies
Florence University of the Arts
International Business, Italian
Academy of the Holy Angels
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