Ghost BrowserCo-Founder, Director of Customer Success and Business Development
Dec. 2015 - Mar. 2021Greater Denver Area- Product Strategy & Launch: Managed the launch of Ghost Browser, a subscription-based niche web browser. This included product conceptualization, UX and UI testing, branding design, launch campaign strategy, and customer onboarding content creation and management. The launch garnered a 27% conversion rate based on accounts opened per lead.
- Revenue Growth: Managed the product autonomously from launch to $1M in annual revenue during my tenure.
- Client Relationship Management: Developed and maintained enterprise-level client relationships based on white-glove service, collaborated internally with engineers to prioritize client-focused feature updates during roadmapping conversations and conducted regular updates to customer training spaces. - Customer Retention & Business Development: Maintained a minimum retention rate of 65% within the first year with an increase to 82% upon my departure. Increased Monthly to Annual subscription conversion rates by 35% YoY. Increased monthly product sales by a minimum of 8.2% MoM. Developed and implemented an affiliate program to outsource and automate the process of increasing adoption rates. Conducted regular product use analysis to ensure the realization of the product value. - Onboarding & Retention Content Management: Single-handedly designed, implemented and optimized product onboarding flows to increase adoption and retention by an annual rate of 82% upon my departure. This included the creation and management of the support portal, in-line training wizards, video product demos, email campaigns, customer trainings and webinars.
Roadmapping & Feature Development: Collaborated closely with the CEO and engineering teams on product roadmapping to design and prioritize the development of industry-first features to satisfy current customers and develop new business. - Holistic Communication: Served as the single point of contact for all potential business and current customers from December of 2016 through March of 2021.