GTM, Global Head of Customer Success
Jan 2025 - Present
• 7 mosGTM, Head of Strategics Customer Success
Feb 2024 - Dec 2024
• 11 mosFounding GTM Team Member
Sep 2023 - Feb 2024
• 6 mosHead of Customer Success, Portfolio Excellence (High Touch)
Apr 2022 - Oct 2023
• 1 yr 7 mosCustomer Success Leader, West (Scale)
Apr 2021 - Apr 2022
• 1 yr 1 moPrincipal Customer Success Manager (High Touch)
Aug 2020 - Apr 2021
• 9 mosSenior Customer Success Manager (High Touch)
Nov 2018 - Aug 2020
• 1 yr 10 mos
Advisory Board Member, San Francisco State University Customer Experience Program
San Francisco State University
Aug 2020 - Jul 2022
• 2 yrsSkills: Strategy

Senior Manager, Customer Success
Narvar
Aug 2017 - Nov 2018
• 1 yr 4 mosManaged the team for Narvar's top enterprise and strategic accounts including Nordstrom, Nike, Lululemon, Neiman Marcus and hundreds more
- Partnered cross-functionally to implement processes around onboarding, customer health and risk management, and renewal management
- Created systems and processes to allow team to be effective customer advocates to product & engineering
- Defined and implemented customer activity tracking systems
- Promoted to Senior Manager, Customer Success as a result of achievements related to customer retention metrics (100% retention), customer satisfaction, increased account revenue, and strategic drive/initiative
Skills: Strategy

Xignite
Jun 2014 - Sep 2017
Director of Customer Success
Sep 2016 - Sep 2017
• 1 yr 1 moBuilt company’s first Customer Success team and scaled it by defining CSM roles, hired, and trained high-performing SMB and Enterprise CSMs. Delivered a high-quality customer experience improving retention and upsells across the entire customer base.
- Accomplished highest retention rates in company history and fine-tuned churn metrics and targets with Xignite CEO and leadership
- Coached the CS team to onboard hundreds of customers and defined the company’s methodology for customer segmentation, onboarding, and renewals
- Designed the strategy for implementing Customer Success platform, Gainsight, to track product adoption, analyze customer health, detect at-risk accounts, and identify upsell/cross-sell opportunities
- Drove post-sale business strategy in collaboration with CEO and Board of Directors based on analysis of retention/churn rates, client statistics, and customer satisfaction trends
Customer Success Manager
Jun 2014 - Sep 2016
• 2 yrs 4 mosRecruited to be the company’s first Customer Success Manager. Created strategies and processes around client onboarding, collecting and analyzing adoption metrics, executive business reviews, and renewals.
- Owned top enterprise accounts such as General Electric, Oracle, Wells Fargo, Netsuite, and Charles Schwab
- Created onboard processes clients to drive high-quality implementations of Xignite offering to drive value and high adoption (lowered average implementation time from 8 weeks to 4 weeks)
- Led product rollouts and worked with product and engineering teams to develop and manage feature request and bug prioritization processes

Professional Services Consultant
Calypso Technology
Jun 2011 - Jun 2014
• 3 yrs 1 moCapital markets consultant providing trading and risk management solutions to international sales and trading institutions. Work onsite globally with sales people, traders, and risk managers to ensure high quality implementations. Customers and implementations included:
- Major bank in Chile specializing in savings & deposits, securities brokerage, asset management and insurance, $38B USD in assets. Managed trading and risk for FX/MM, FX Options, Collateral Management
- Largest bank in Peru, $27B in assets. Managed trading and risk for FX/MM, FXO, Repo, Bonds, IRS, and Collateral Management
- Largest Israeli Bank, $105M in assets. Managed trading and risk for FX/MM
- Major US Bank, $1.5T USD in assets. Managed trading and risk for FX/MM, FXO, and Enhanced Yield Deposits
- Major US Insurance and Asset Management Company. Managed Clearing Futures & OTC Swap project and Bilateral Collateral Management