About
I help SaaS B2B companies retain and grow their self-service customers through data, automation, and content creation. I sit in the middle of data, customers, and storytelling and love to ship things quickly. I'm currently building the digital customer success program at Bazaarvoice. Over this time, we've improved NPS scores and gross retention through building health score models, automating the client lifecycle, and creating content and campaigns to drive customer adoption. Previously, I led a client success team of 5 CSMs at Sumo.com, while growing a white glove program to $500k ARR in 6 months. Here I learned to create a customer treatment model and team expertise to scale our client success initiative across thousands of SMB customers.
Experience
Senior Director, Client Experience
Bazaarvoice · New York, New York, United States
Director, Digital Client Success
Bazaarvoice · New York, United States
Manager, Digital Client Success
Bazaarvoice · New York, United States
Team Lead, Digital Client Success
Bazaarvoice · New York, New York, United States
Lead a team focused on content creation, scaled asset delivery, and customer automation * Create and execute automated messaging across client lifecycle * Manage scaled assets schedule such as video, webinar, Q&As and guided for self-service clients * Enable global teams to execute scaled touchpoints across managed portfolios
Sr. Client Success Manager, Digital Client Success
Bazaarvoice · Austin, Texas
* Launched the digital client success program for all self-service accounts globally. * Creating a scalable customer success program leveraging existing resources across customer success, sales, marketing and product * Create customer communications plan with timed and triggered communications to proactively guide customers throughout customer lifecycle * Develop data plan to support program capabilities including segmentation, customer health and program KPIs * Maintain CRM / marketing automation programs, including contact management in order to support program execution
Head of Customer Success
Sumo Group (Sumo.com / AppSumo.com) · Austin, Texas Area
Empowering the Sumo customer success team to help eCommerce customers grow * Oversee combined ownership of CSM (4) book of business of SMB eCommerce customers * Responsible for key customer success metrics, including customer retention, NPS, MRR growth * Create best practices, processes, and guidance to identify opportunities to help customers grow * Engage with cross-functional teams to improve program processes and outcomes * Assist with urgent requests and escalations for team members to get to resolution and learnings * Work directly with customers on campaign strategy, data analysis to achieve results and ROI * Oversee implementation and usage of Gainsight
Engagement Project Manager
Kimbia · Austin, Texas Area
* Managed event-based fundraising campaigns for higher-education, nonprofit, and community foundation giving days raising over $50M * Planned and delivered product roadmap for custom web application supporting 100k users & 40k organizations *Created scope of works that were clear, standardized, and correct to ensure successful delivery * Managed ZenDesk support team workflow for up to 12 agents supporting +30k tickets * Oversaw the eligibility verification process based on IRS EO Database for large community foundation clients support 25k organizations
Project Manager, Client Services
Bracket · greater philadelphia area
* Manage project activities to ensure the timely and quality preparation of project deliverables based on assigned scope-of-services * Ensure assigned project deliverables are of high quality and exceed client’s expectations, in conjunction with QA * Communicate with clients regarding project activities including status communication and project deliverables * Oversee management of study site personnel including all internal and external communication regarding site/rater decisions
Project Specialist, Elearning Services
Bracket · Wayne, PA
- Manage eLearning project activities to ensure the timely and quality preparation of project deliverables based on assigned scope-of-services - Coordinate cross-function e.g. client services, eLearning, Multimedia, product development, to deliver project training content on-time and above client expectations - Oversee project reporting, support and workflow process for assigned projects
Education
Coastal Carolina University
Bachelor of Science (BS), Business Administration and Management, General
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