Skills
Strategic Relationships
Relationship Building
Teamwork
Conflict Management
Embraces Change
Managing Managers
Key Client Relationships
Budgeting
Executive Relationships
Technically Competent
Conflict Resolution
Organization Skills
Supervisory Skills
Coaching
Analytical Skills
Customer Retention
Rostering
SaaS Sales
Databases
Presales
Sales Processes
Grit
Microsoft Products
Salesforce
NetSuite
Churnzero
HubSpot
Zendesk
Copilot
Slack
Zoom
Upselling
Cross-Selling
Key Performance Indicators
Strategy Implementation
Escalations Management
Build Strong Relationships
About
I’m an empathetic director who enjoys rolling up my sleeves and leading from the front — meaning I actively engage with customers when needed and do whatever is necessary to achieve the organization's goals.
Throughout my career, I have developed a proven track record of cross-functional collaboration, working across various departments and teams to drive results and achieve organizational goals. In my previous roles, I collaborated with Product, Sales, PD, and Customer Experience teams to identify gaps, improve processes, and increase revenue. For instance, I developed a cross-training plan for 165 Customer Success Managers across 14 products, working closely with product teams to ensure accurate implementation. I’ve partnered with sales teams to create a pre-sales engagement process, driving a 33% increase in sales growth.
Most recently, I’ve led four Customer Success Directors and their teams, fostering open communication and building interpersonal relationships to collaborate, solve problems, meet client needs, exceed targets, and drive value through recurring revenue and renewals ($250M ARR). I'm skilled in fostering strong relationships and creating a collaborative team environment, serving as the central connector who unites staff and drives cohesive, high-performing teams, while also evaluating, coaching, and mentoring to ensure best practices.
In addition to my Sr. Dir. CSM role, I was tasked with direct sales and CS support for a Pre-K platform totaling $1.5M ARR. To boost sales in 2021, I managed a team of subject matter experts (SME), developing a process allowing sales to request a SME for pre-sales opportunities, increasing sales growth by 33%. In early 2023, I implemented an Inside CSM Queue, increasing the efficiency and effectiveness of managing thousands of "tech/low touch" (small ARR) customers to improve the onboarding implementation experience and customer satisfaction.
Prior to my Sr. Dir CMS role, I collaborated with school districts ranging from small communities to large urban areas (serving between 100 and 70,000 students) to implement a comprehensive district-wide assessment system. This process involved close coordination with district leaders to align on strategic goals, while also engaging teachers to ensure the solution met classroom needs. By fostering open communication and providing tailored support, I ensured all stakeholders felt included and committed to a shared vision for the assessment system’s success.
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