Professional Experience
A decade of driving customer success and revenue growth in enterprise SaaS, from strategic account management to team leadership
Career Timeline
Career Impact Metrics
Enterprise Customer Success Manager
Brandwatch
Remote • Tampa, FL
Leading customer success for Brandwatch's most strategic F500 accounts, serving as a trusted advisor to the world's most complex and influential brands across pharmaceutical, financial services, and technology sectors.
Key Responsibilities & Achievements
- Manage strategic portfolio of 13 F500 enterprise accounts totaling $2M in ARR
- Increased portfolio ARR by 13% ($390K) through strategic expansion opportunities
- Secured company's largest Q4 renewal by mitigating RFP churn risk
- Drove increased platform adoption for top-tier investment bank through tailored training
- Influenced onboarding strategy by identifying systemic process gaps
Senior Customer Success Manager
HubSpot
Remote
Spearheaded customer success strategies for 150+ clients, achieving exceptional retention rates and earning recognition through the President's Club Award for outstanding performance.
Key Responsibilities & Achievements
- Achieved 109% revenue retention rate, earning 2023 President's Club Award
- Directed cross-functional teams to reduce churn by 15% through proactive management
- Secured contract renewals with 98% renewal rate through strategic relationship management
- Conducted 50+ quarterly business reviews, increasing account expansion by 22% YoY
- Championed customer feedback to product teams, improving NPS scores by 12%
- Delivered weekly enablement sessions, improving team performance by 20%
Director of Customer Success
Lean Solutions Group
Remote
Led the customer success department through a period of significant growth, generating substantial revenue while building and scaling the team with best practices and achieving exceptional retention metrics.
Key Responsibilities & Achievements
- Generated $2.5M in revenue with 90% upsell success rate
- Exceeded annual revenue targets: 119% in FY20, 211% in FY21, 250% in FY22
- Raised NPS from 84 to 92 through strategic customer experience improvements
- Promoted to Director after exceeding $1M revenue targets
- Led QBRs and strategic planning for 70+ mid-market accounts
- Managed, hired, and trained a team of CSMs, achieving 25% improvement in retention
Enterprise Account Executive
ConnectWise
Tampa, FL
Formulated go-to-market strategies for MSPs, addressing business inefficiencies and enabling agility. Developed deep expertise in enterprise sales and complex deal negotiation in the technology sector.
Key Responsibilities & Achievements
- Developed go-to-market strategies for managed service providers (MSPs)
- Addressed complex business inefficiencies through technology solutions
- Enabled organizational agility for enterprise clients
- Built expertise in enterprise sales and commercial negotiation
- Established foundation for transition to customer success
Ready to Drive Growth Together?
Let's discuss how my experience in customer success strategy and revenue expansion can contribute to your organization's success.
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