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Work Background
WindwardCustomer Success Team Lead, Public Sector, Americas
Sep. 2024 - Sep. 2025Washington, District of Columbia, United States• Lead the customer success team for Windward’s public sector clients in the Americas, focusing on retention and growth. • Design and execute strategies that enhance customer implementation and usage, resulting in improved retention metrics. • Spearheaded internal GenAI adoption initiatives, increasing team efficiency and capacity to handle customer needs.
SimilarWebTeam Manager, Account Management, Enterprise
Jan. 2020 - Aug. 2024Washington DC-Baltimore Area• Managed a team of account managers across various verticals, focusing on customer growth and retention. • Exceeded retention goals, achieving multiple perfect quarters through effective coaching on multi-threading and early renewals. • Acted as the account management liaison to enhance and retain professional services business across North America.
SimilarWebSenior Account Manager & SF Office Lead
Dec. 2018 - Dec. 2019San Francisco Bay Area• Managed a strategic book of business, delivering competitive intelligence insights to enterprise and global brands. • Drove 25x account growth by enhancing adoption across new teams and securing budgets for premium features. • Coached account managers on engagement and retention strategies through best practices sessions and mentoring.
SimilarWebEnterprise Customer Success Manager
Sep. 2017 - Dec. 2018San Francisco Bay Area• Managed a strategic book of business, fostering relationships with VP-level contacts to drive customer satisfaction. • Identified and capitalized on upsell opportunities, contributing to exceeding net retention goals. • Collaborated cross-functionally to ensure alignment on customer needs and deliver tailored solutions.
BrightEdgeCustomer Success Manager
Mar. 2016 - Aug. 2017Seattle, WA• Collaborated with clients to align their business goals with BrightEdge technology, enhancing digital marketing success. • Analyzed SEO data to develop tailored strategies that significantly improved brand visibility online. • Fostered account health and growth through regular strategic assessments and value touch points, ensuring client satisfaction. • Mentored new customer success managers, sharing best practices and insights to elevate team performance.
PerformYardCustomer Success Manager
Sep. 2014 - Jan. 2016Arlington, VA• Acted as a post-sales platform expert and customer advocate for accounts exceeding $200K. • Achieved an impressive -1.6% average monthly net churn by providing tailored onboarding and ongoing support. • Collaborated with customers to create personalized plans using PerformYard, aligning with their business objectives. • Developed strategic digital engagement plans to nurture leads through email, social media, and web channels.
Weber ShandwickDirector, Digital Strategy
Mar. 2011 - Aug. 2014Washington D.C. Metro Area• Developed and implemented comprehensive digital marketing strategies for clients, enhancing brand visibility and engagement. • Served as the primary point of contact for client relationships, providing strategic counsel and insights. • Established expertise in digital measurement tools, leading to improved campaign performance and analytics accuracy.
Club Managers Association of AmericaAssociate Editor & Communications Manager
Jul. 2009 - Mar. 2011Alexandria, Virginia, United States• Assisted in developing and implementing integrated marketing communications campaigns for CMAA. • Led the transformation of CMAA's digital presence to enhance engagement and effectiveness. • Edited and approved content for various communications, reaching over 7,000 members. • Managed daily media tracking for CMAA and its executives to ensure timely responses.
National Association of Home BuildersProgram Assistant
Apr. 2007 - Dec. 2008Washington, District of Columbia, United States• Served as the primary point of contact for member companies, addressing issues and resolving customer complaints. • Developed a cost-effective marketing campaign that halved production costs while increasing council membership. • Contributed to the BSC monthly newsletter by writing, editing, and researching articles to engage members effectively.
National Association of Home BuildersEditor's Assistant
Jan. 2005 - Apr. 2006
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