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Work Background
Conversant GroupSenior Manager of Customer Sucess
Feb. 2024 - Mar. 2025Chattanooga, Tennessee, United StatesBrought in to rescue the first corporate Enterprise account from non-renewing, accounting for 25% of the company's total ARR. Worked internally with the team and external partners to resolve customers' executive concerns and front-line employees' issues with the software product. Worked cross-functionally with engineering departments inside and external to drive the customer hit-list down from multiple items to key issues and developed a plan for full resolution. Converted account relationship managers to customer success managers, reviewed their abilities, and assigned them to appropriate segments while doubling the size of the CS org. • Through cross-functional leadership with the Implementation, professional, and managed services teams to streamline onboarding and implementation of new customers, decreasing time to green indicators by 30%.
• Delivered multiple QBRs to customer stakeholders (executive level) to show value driven by Conversant Group and an increase in the recoverability of their internal solutions.
• Working with internal stakeholders in sales and accounting, we redeveloped our invoicing system to reduce customer complaints on T&M invoices by 30% and decrease invoice credit by 40%, increasing the company's revenue from T&M.
• Worked directly with Founder and CFO to develop a data-driven plan for our largest law client, forecasting 5 years of consumption, allowing the company to gain 3 million in ARR over the 5 years while saving the law client 2 million in overages over the same time.
Sumo LogicSenior Manager of Customer Success
Mar. 2020 - Jun. 2023Redwood City, California, United StatesAs part of a go-to-market organizational change, I used data-driven decisions to segment customers into digital and medium/high touch segments to utilize the CSM team better. Collaborated with the Sales and Engineering team to develop the Digital Customer Success program to assist pool customers with onboarding and adoption. Regularly updated the C-Suite on program advancements. Managed a $40M ARR portfolio, leading a team of 7, including Customer Success Managers (CSM) and Renewal Managers. • Amid a Go-to-Market shift, collaborated with directors for Sales and CSM teams on go-to-market processes, leading to a 10% YoY upsell growth and a $4M NRR increase. Successfully forecasted renewal and retention rates for 3 years. • Through strategic leadership, achieved a 91% renewal rate and 125% Net Dollar Retention (NDR) in two years; several team members attained President’s Club status.
• Reorganized CSMs into a pooled model for lower accounts, halving their account load and doubling their average ARR to $4M.
• Delivered internal and external Executive presentations to drive customer outcomes for both corporate and client success
SafeBreachCustomer Success Manager
Aug. 2017 - May. 2019Mountain View, CADirected SAAS account activity across all sales verticals, ensuring their success and satisfaction. As a Pre-Sales Engineer, specialized in high-value government and international sector accounts. Drove sales through the renewal cycle and handled onboarding, reporting, implementation, support, and all renewal activities for assigned accounts. Reported account issues to C-Level management and conducted quarterly reports (QBR) for customer leadership teams. Contributed to developing new SLAs, PKI, and other metrics to strengthen the growing support organization. Initiated cost reductions and operational improvements to gain customer acceptance and foster strong relationships. * With a keen eye for upsell opportunities, capitalized on new and potential customers, leading to a yearly 20% average renewal increase.
BrocadeSupport Account Manager
Feb. 2016 - Aug. 2017San Jose, CAOversaw account management activities for Federal Premier-level customers. Proactively identified new opportunities within customer accounts and explored potential parallel expansion possibilities. Supervised onsite engineers, resident consultants, and other resources to ensure projects are completed on schedule and within budget. Conducted weekly briefings for department-level management and quarterly briefings for C-level executives, providing updates on project status, equipment breakdown rates, and renewal/upgrade opportunities. * Efficiently managed four ongoing projects, successfully establishing over $3M in recurring revenue. * Amidst a project on the verge of derailing due to a lack of cooperation between the customer and a third-party bid supplier, facilitating communication between the two parties to assist the customer with scheduling and enabling the supplier to rebuild the relationship with the customer, both parties returned to the table. This intervention led to the project being completed on time, and that success helped secure another lucrative contract worth $20M
AtHoc, a Division of BlackBerry LimitedSenior Implementation Engineer
May. 2009 - Feb. 2016San Mateo, CAManaged IWS Alerting software installation and provided ongoing support. Leveraged startup-level experience to drive customer success, pre-sales, and product lifecycle evaluations. Customized and integrated the software, incorporating client site data integration (AD/LDAP), Giant Voice, sound & networking/firewall rules, and set integration. Preconfigured servers to meet DoD standard Gold DISK (AGM) and STIG compliance. Supported Field Engineers, Sales team, and Account Executives to ensure smooth operations. Conducted training sessions for Customer Functional System Administrators, empowering them to operate, maintain, and troubleshoot the system.
TegritySenior Technical Support Engineer
Sep. 2007 - Mar. 2009Santa Clara, CAResponsible for Windows, Active Directory, and Exchange server administration. Maintained user account and file system security. Set up virtual servers, patch, and configuration change testing. * Partnered with the internal engineering team to acquire and set up a dedicated server within a hosting provider, enabling customers to utilize the hardware for running software systems, eliminating the need to install the software in their systems. Extended services to smaller colleges, expanding customer base. The strategic shift from perpetual licenses to a recurring cost model led to a higher level of revenue, with a 20% increase in overall sales and a boost in ARR.
TEKsystemsInformation Technology Consultant
Feb. 2007 - Sep. 2007Stanford University, Palo Alto, CA
US Navy ReserveIT2
Oct. 2001 - Jan. 2006Alameda, CA
DigexTechincal Account Manager
Jan. 2000 - Dec. 2002San Jose, CA
AccentureSenior Analyst
Oct. 1997 - Aug. 1998
AccentureAnalyst
Jan. 1996 - Oct. 1997San Francisco Bay Area, Denver, COConsistently helped turn around lead time on help desk cases in both Denver and San Francisco offices. Worked as the team lead with local executive administrators to train partners and administrators on new mail and notebook systems. Responsible for administration of all servers and users in Denver environment (7 servers, 500 users.)
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