My perspective on customer success underscores its heightened significance in the contemporary business landscape. Amidst a slowdown in net-new sales and a constricting budgetary environment, the paramount asset for any enterprise is its existing customer base. Embracing a people-centric ethos that extends to both customers and internal team members, customer success transcends individual roles, involving the collaborative efforts of the CS team, product team, sales team, marketing team, and more. To truly optimize business outcomes, a comprehensive top-down approach is imperative. I collaborate closely with CEOs, VPs, CSMs, and clients, delving into their business needs to propose innovative and tailored solutions.

Below you'll find some of my current/previous roles & responsibilities and accomplishments as it relates to customer success.

• Founding member of the Customer Success team at Appcues. 

• Developed the Onboarding Program at Privy (Acquired by Attentive) and scaled the team.

• Relaunched the Onboarding and Customer Success departments at Spekit.

• Developed playbooks for onboarding, QBRs, renewals, upsells, and various churn mitigation strategies. 

• Created & launched CS forecasting at all companies

• Created and scaled CS & onboarding program at Appcues & Privy

• Developed goals & measures for tracking analytics 

• Reduced Time-to-value (TTV), increased Net-Revenue Retention (NRR) and Gross Churn (GRR) at all 3 companies

• Player/coach role working with customers (SMB, Mid-Market, and Enterprise)

• Hire, mentor/coach 20+ CSMs, onboarding specialists, services team, and managers

• Developed NPS, CSAT, Voice of the Customer, and Product Feedback programs