Customer Success leader with 6+ years building and scaling high-performing teams at B2B SaaS companies. Known for driving NPS scores of ≥95, earning deep enterprise client trust, and designing scalable onboarding and retention frameworks that stick. Equally comfortable coaching individual contributors, presenting to C-suite executives, and partnering with Product and Sales to align roadmaps with customer needs — I bridge the gap between customer outcomes and business growth.
Founded and operate an independent consultancy specializing in customer success strategy, process optimization, and cross-functional operations for scaling companies.
Led the Americas arm of the Customer Success team — a group of ~8 CSMs, renewal specialists, and support analysts — providing guidance, mentorship, and strategic direction to ensure exceptional customer onboarding, adoption, and retention.
Leveraged customer support, project management, and leadership skills to drive customer success and satisfaction across a portfolio of enterprise accounts.
Provided customer support to a diverse portfolio of clients across cybersecurity, SaaS, manufacturing, technology, and retail industries, acting as a primary point of contact for issue resolution and platform success.
Performed quality assurance testing for regulated healthcare and sterilization equipment, developing attention to process rigor and documentation standards that carry through to customer success work today.
B.S., Mass Communications
Aug 2017 – June 2018
Completed final semesters and graduated from Sierra Nevada College (now University of Nevada, Lake Tahoe).
Mass Communications & Public Relations
2012–2015
Prior coursework completed before transferring to Sierra Nevada College.
UpGuard
Completed an intensive management training program during the transition from Technical Account Manager to Team Lead. Developed leadership frameworks, coaching techniques, and decision-making skills applied directly to leading the Americas CS team.
UpGuard
Planned and executed a multi-day team-building offsite for the entire US Customer Success organization — managing logistics, budget, and programming to strengthen team cohesion and morale.
UpGuard
Selected as a contributor to UpGuard's internal Growth Squad, partnering directly with the CEO on marketing and expansion strategies that drove measurable business growth and market positioning.
I've spent my career at the intersection of customer outcomes and business growth — building the kind of trust with enterprise clients that keeps renewal conversations short and expansion conversations long. My approach is straightforward: understand what success actually looks like for each customer, remove the friction standing between them and that outcome, and build processes that scale so the whole team can do the same.
I'm at my best leading CS teams through high-growth or high-complexity moments — whether that's scaling an onboarding function, rebuilding a health scoring model, or aligning Sales and Product around a shared customer story. I bring both the strategic view and the willingness to get into the details when it matters.
I'm currently open to Director, VP, or Head of Customer Success roles at companies where the CS function is a genuine driver of revenue — not just a cost center. If that sounds like your team, I'd love to talk.