🌎 Global SaaS | B2B | GTM | NRR Growth | CX Strategy
Atlanta, Georgia
Customer Success executive with a track record of architecting and scaling global post-sales organizations (300+ team members). Expert in transforming fragmented or nascent customer experience teams into high-performing Customer Success engines aligned to financial excellence, scalable growth, and strategic retention ($MMM+). Drove double-digit NRR gains, multimillion-dollar renewals, and best-in-class NPS across B2B SaaS, enterprise, and private equity-backed environments. Proven builder of systems, teams, and philosophies that elevate Customer Success as a revenue-generating powerhouse.
Designed CS frameworks, health scoring, onboarding, advocacy programs, and segmentation models across multi-segment portfolios
Deployed lifecycle strategies, QBR processes, and customer journey mapping to expand ARR and renewals
Led Gainsight, Salesforce, multiple PSAs and analytics integrations enabling proactive account management and expansion triggers
Established NPS, CSAT, CES programs and Success forecasting to drive insight and action across the customer lifecycle
Recruited to lead Customer Success and Support through a period of rapid growth and transformation. Helped drive significant company growth while delivering the strongest retention, renewal, expansion, and contraction performance in the company’s history. Built scalable customer lifecycle, support, health, forecasting, and operating models designed to turn post-sale execution into a predictable engine for durable SaaS growth.
Co-founded and launched a consumer SaaS business, overseeing product strategy, customer journey design, and operational scaling. Built customer experience philosophy from inception, integrating support, onboarding, and success automation workflows.
Recruited post-PE acquisition to overhaul customer service and success functions across global teams. Consolidated fragmented operations and built Customer Success as a formal function.
Hired during hypergrowth to establish operational excellence across Support, PS, Training, and Customer Success. Redefined customer philosophy and built a scalable Success organization aligned to commercial outcomes.
Led global Customer Experience organization through M&A carve-out and transformation of IBM's martech division into Acoustic. Managed 300+ global team and $70MM P&L.
Rebuilt and scaled global PSO with integrated Success philosophies. Focused on profitable growth and delivery excellence.
Built new PSO from scratch to support strategic customers. Led full integration of Silverpop services into IBM after acquisition.
Orchestrated migration of 200+ Vtrenz customers, building success programs for customer transition, training, and advocacy.
Designed scalable customer success & revenue models leveraging Salesforce (Service/Sales/Community Cloud, CPQ, CLM, Billing), Gainsight and a myriad of CX tools.
Streamlined post-M&A financial architecture, integrating NetSuite ERP, FinancialForce, OpenAir, Clarizen, Mavenlink, Monday.com, and Workfront to drive faster revenue recognition and operational efficiency.
Led enterprise-wide SaaS integrations for CRM, ERP, PSA, and RevOps platforms, ensuring seamless data flow and revenue operations across global teams.
Built CX and revenue growth strategies using CDP platforms, campaign orchestration tools, and BI & analytics dashboards, leveraging AI-driven insights to reduce churn and increase CLTV.
Leveraged OpenAI ChatGPT, Anthropic Claude, Google Gemini, DALL-E, Midjourney, Cursor and others to enhance CX workflow efficiency, data-driven insights, and automation strategies.
Led custom development and API-driven integrations in PHP, Python, LAMP, HTML5, CSS, JavaScript, Apache, MySQL, and Oracle to enhance platform interoperability and scalability.