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Work Background
PenLinkDirector of Customer Success
Jan. 2024Build and lead customer success team focused on customer and revenue retention and growth via onboarding, engagement, training, adoptions, and growth strategies. Identify and evaluate metrics to mitigate risk and develop strategic initiatives to reduce risk and increase retention. Establish best practices for increasing customer usage, product engagement, and meaningful value-driven relationships with customers. Collaborate with cross-functional teams including marketing, product development, and sales to ensure cohesive and consistent strategies and customer experiences. Lead through change, including company acquisition and merger.
PenLinkManager, Customer Success North America
Jun. 2022 - Jan. 2024Responsible for rapidly growing Customer Success team, including leadership, expansion, and mentoring.
Establish and achieve annual retention goals by tracking metrics and KPIs for customer success team, including engagement metrics, adoption and usage statistics, and risk scoring.
Establish processes for mitigating churn risk and developing upsell and cross-sell opportunities.
Work with cross-departmental teams to improve customer experience across life-cycle.
Establish workflows and processes for onboarding, implementation, deployment, training, and retention of customers.
Serve as escalation point for dissatisfied customers, resolving conflicts and problem-solving to drive retention.
Manage and implement ongoing training opportunities for customers, including webinars and in-person and virtual training curriculum.
Collaborate with CRM operations team to develop Customer Success specific reports, data, task organization, operational flows, and efficient customer management.
Thomson ReutersTeam Lead, Client Success Managers
Mar. 2021 - Jun. 2022Lead a team of successful client success managers, reaching 100% of retention and
upsell targets for SaaS-based book of business in 2021. Collaborate with operations teams to update customer success CRM and automate risk-scoring. Develop strategic initiatives to update and roll out situation-based playbooks to reduce identified risk
across book of business. Establish best practices for driving usage, product engagement, and meaningful connects with customers to build successful long-term relationships. Identify and measure increased risk due to long-term product issues and defects; coordinate with product management, operations, and commercial policy teams to minimize churn and provide improved customer experience.
Thomson ReutersSales & Client Management Trainer
Mar. 2018 - Mar. 2021Eagan, MNManage and implement a curriculum to train sales and account management professionals, with a focus on customer success and retention in dynamic, growing Corporate Investigative channel. Understand and train on AML/BSA policies, workflow, and use case, public records, investigations, and regulatory compliance.
Thomson ReutersSenior Associate, Westlaw Product Management
Aug. 2016 - Mar. 2018Greater Minneapolis-St. Paul Area
Thomson ReutersAccount Manager - Corporate Markets
Oct. 2012 - Aug. 2016Eagan, MN➢ Manage territory in upper midwest consisting of companies and corporations; responsible for driving revenue, retention, and managing post-sale education and implementation of products to drive use and retention of Westlaw suite of products.
➢ Cultivate strong relationships with company contacts, including executives, ensuring problem resolution and open lines of communication. ➢ Achieve 130% of retention goal, 100% of revenue goal.
➢ Provide guidance and training on CRM application to effectively manage client relationships.
➢ Attend tradeshows, including Association of Corporate Counsel annual meeting.
Thomson ReutersReference Attorney
Sep. 2009 - Oct. 2012
Oberman Thomson & SegalAssociate Attorney
Jan. 2007 - Jan. 2009
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