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Strategic and data-driven customer success and implementation leader with 9+ years of experience managing large enterprise partnerships, improving onboarding operations, and driving retention for SaaS-based solutions. Proven track record of leading cross-functional teams, building scalable enablement processes, and fostering strong stakeholder relationships. Adept in using CRM and analytics platforms such as Salesforce, Tableau, and Gong to deliver actionable insights. Passionate about supporting customer growth through digital transformation and strategic implementation.

Core Competencies

Leadership & Strategy
  • Executive-level client relationship management (>$15M ARR)
  • Team leadership & performance coaching (30%+ over KPIs)
  • Strategic planning & cross-functional collaboration
Customer Success & Enablement
  • Customer onboarding & engagement lifecycle design
  • Customer success storytelling to drive upsell/cross-sell
  • Product feedback loops & business review processes
Data-Driven Decision Making
  • Salesforce and CRM reporting & segmentation
  • Business intelligence (Excel, Tableau, Qlik)
  • Operational reporting & root cause analysis

Technical + Platform Skills

CRM & Enablement Tools
  • Salesforce, Gong, Asana
  • Platform adoption strategy & reporting
Data & Reporting
  • Tableau, Excel (Advanced), Qlik
  • Usage analytics, custom dashboards, business reviews
Emerging Tech
  • Machine Learning Applications (CoPilot, Gemini, ChatGPT)
  • Feedback automation, user segmentation

Professional Highlights

Leadership & Strategy
  • Directed customer success initiatives across 11 southeastern states, maintaining 100% quota attainment on a $15MM ARR enterprise portfolio.
  • Coached and developed team members to consistently exceed KPIs by 30%+ year over year.
  • Led cross-functional collaboration between customer success, sales, and product teams to ensure alignment on long-term customer needs and product viability.
Customer Engagement & Growth
  • Increased upsell and cross-sell opportunities by 25% by building a scalable system for capturing and sharing customer success stories.
  • Designed and implemented onboarding and training processes that drove a 12x increase in customer implementations.
  • Created a customer segmentation strategy that improved targeted messaging and boosted platform engagement by 50%.
Data-Driven Enablement
  • Developed Salesforce reports and dashboards to empower field teams to engage high-potential users based on usage and demographic data.
  • Established monthly reporting processes integrating CRM and platform analytics to improve team productivity and reduce downtime by 25%.
  • Created custom reporting frameworks to improve visibility into operational performance and customer feedback across 5,000+ users.

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