Promoted. Managed revenue retention and growth of 5,000+ customers representing over $40M in reoccurring revenue.
• Acted as General manager of a $50M acquisition through early due diligence, integration, and ongoing operations.
• Executed a strategic turnaround within a team that improved customer retention by 400bp.

Promoted. Key member of the Customer Success Leadership team, overseeing 1,500 team members, defined &executed strategic initiatives.
• Directed largest transformation in company history;redefined the customer journey, aligned people, processes and technology to better serve customers resulting in higher margins & retention.
• Re-defined post-merger integration strategy, executing multiple acquisitions through due diligence, deal closure, and integration.
• Owned scaling operations, development, and training teams utilized across customer success.
• Created and grew an offshore team from 10-200 individuals reducing overall cost without impacting customer retention.

Promoted. Defined and built teams to own key integration partner relationships and onboarding of joint customers.
• Owned largest customer segment by customer count onboarding 500+ customers a month.

Created and implemented a metrics-based scorecard company-wide, improving operational visibility and performance.
• Led post-sales customer journeys, achieving 20%+ growth in customers and profitably scaling revenue from $20M to $100M.
• Selected, implemented, and rolled out a Learning Management System enhancing scalability in employee onboarding and training efforts

Promoted