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honeycomb.ioTechnical Customer Success Manager
May. 2025Honeycomb is the observability platform that enables engineering teams to find and solve problems they couldn't before. Honeycomb’s approach is fundamentally different from other tools that claim observability, and is built to help teams answer novel questions about their ever-evolving cloud applications.
CoderPadSr. Customer Success Manager
Sep. 2024 - May. 2025As a Customer Success Manager at CoderPad, I work closely with a diverse portfolio of clients to ensure they maximize the value of our technical interviewing platform. As a trusted advisor, I drive customer satisfaction, retention, and long-term success through strategic partnerships and hands-on support. Client Enablement: Guide new customers through onboarding, delivering tailored training sessions and best practices to ensure seamless adoption of CoderPad’s solutions. Relationship Management: Build and maintain strong relationships with stakeholders, acting as the primary point of contact to address needs, challenges, and opportunities. Data-Driven Insights: Analyze customer usage patterns and share actionable insights to improve product utilization and efficiency. Renewals & Upselling: Identify upsell opportunities and advocate for expanding the use of CoderPad's suite of features to ensure on-time renewal targets. Cross-Functional Collaboration: Partner with sales, product, and engineering teams to advocate for customer feedback and contribute to product enhancements. Customer Advocacy: Spearheaded initiatives to drive engagement, including webinars, case studies, and customer success stories.
Legion TechnologiesCustomer Success Manager, Major & Strategic Accounts
Dec. 2023 - Aug. 2024Legion Technologies delivers the industry’s most innovative workforce management platform. It enables businesses to maximize labor efficiency and employee engagement simultaneously. The Legion WFM platform is intelligent, automated, and employee-centric. - Managed a $15 million portfolio with a year-over-year client retention rate of 93%, driving
- Point of escalation for critical customer issues and point person for internal collaboration with
sales, support, product, and engineering to resolve issues and help remove barriers.
- Expanded ARR by over $1 million through strategic land & expand motion, and cultivating
strong client relationships, leading to sustained growth and increased customer loyalty.
- Delivered prompt customer support and effective solutions, achieving and maintaining a
consistent 97% CSAT score.
Legion TechnologiesCustomer Success Manager
Oct. 2022 - Dec. 2023- Served as point person for a portfolio of multi-stakeholder, mixed industry customers, owning the entire customer relationship.
- Worked cross-functionally with sales to support upsell and expansion opportunities. - Identify potential customization and data integration opportunities and collect initial requirements for handoff to the Professional Services team.
- Responsible for analyzing and synthesizing clients' data into data-driven stories and presentations, delivering ROI value at all levels.
- Establish executive-level customer partnerships and trust, demonstrating a deep understanding of their labor and workforce management strategies.
ModeEnterprise Customer Success Manager at Mode Analytics
Sep. 2021 - Oct. 2022RemoteMode is an analytics platform designed to help data analysts and data scientists analyze, visualize, and share data. The Mode platform brings teams together around data to make game-changing decisions. - Navigated customer stakeholders and execute joint success account plans to drive success, engagement, retention, and growth.
- Executed business reviews quarterly and semi-annually to track the progress of goals and align on expansion and adoption practices.
- Built trusted partnerships with clients that deliver value and drive commercial expansion and growth opportunities. - Responsible for retention, renewal, and expansion opportunities for my portfolio with an above 120% net retention rate.
- Worked cross-functionally with sales, support, solutions, product, marketing, and other organizations to optimize strategic account plans and resources to deliver on advanced customer needs with Mode.
MRI SoftwareSenior Client Success Manager
Sep. 2019 - Jun. 2021Cornelius, North Carolina, United StatesIn 2021 AMTdirect was acquired by MRI Software, the leading provider of innovative real estate software applications and hosted solutions. Connecting real estate visionaries with AI-first proptech that powers thriving communities. MRI’s comprehensive and flexible technology platform coupled with an open and connected ecosystem meets the unique needs of real estate businesses—from property-level management and accounting to investment modeling and analytics for the global commercial and residential markets. A pioneer of the real estate software industry, MRI develops lasting client relationships based on nearly five decades of expertise and insight. Responsibilities: - Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback via Netsuite or Salesforce.
- Collaborate closely with team members support renewals and expansion opportunities.
- Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers.
- Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
- Responsible for creating policies, procedures and best practices that optimize the customer experience, by gathering feedback from customers and analyze customer data.
MRI SoftwareTraining Manager
Feb. 2017 - Sep. 2019Cornelius, NCIn my role as a Training Manager at MRI Software in Cornelius, NC, I researched, planned, and organized training programs for clients, employees, and prospects. I developed written and video-based materials, solicited feedback, and modified training programs to ensure effectiveness. Additionally, I collaborated with Implementation Managers to train new clients and prepared Help Center content to support new product development.
NAVEX GlobalImplementation Manager
Jan. 2015 - Jan. 2017NAVEX Global, Inc. operates as a software solution for compliance management. NAVEX provides e-learning solutions for governance, risk, and compliance programs, management, code of conduct, and industry benchmarking software. Manage multiple implementation projects, including developing project objectives, prioritizing project responsibilities, delegating tasks, executing project deliverables, and tracking and measuring project to successful and on-time completion. Set expectations, establish project timelines, and motivate client participants to deliver within scope and on-time. Work with clients to understand business objectives/workflow and customize the client’s system configuration to achieve objectives. Coordinate all internal departments and team members’ activities to ensure all project deliverables are met in timelines establish.
MBDiTraining Account Manager
Jun. 2014 - Jan. 2015Charlotte, North Carolina AreaSupport training programs by performing class scheduling, training enrollment, and training logistics from start to finish. Communicate and coordinate with client and internal staff about program deadlines. Research locations, negotiate contracts and coordinate training room set-up, audiovisual requirements and other logistics with client or hotel points of contact. Update training materials, using Adobe In-Design files, Microsoft PowerPoint, Word, Excel and Publisher files.
MicroD, Inc.Client Success Advocate
Apr. 2013 - Jun. 2014Charlotte, North Carolina AreaManage the client experience after launch of their website. Act as their voice within the company on any changes needed to be made, as well as servicing some of those changes. Act as their liaison between my company and their marketing & development team. Maintain account portfolio documentation related to accounts specific use of the application platform for continuity in support solution delivery. Analyze consumer tracking data to best market the website to drive consumer buying. Interface daily with internal partners in accounting, post implementation, development and technical support. Deliver client training and development on all system functionality and custom user interface.
ConferenceDirectAccount Coordinator
Sep. 2010 - Apr. 2013Charlotte, North CarolinaDevelopment and execution of an effective project plan for events. Coordinated housing between the client’s attendees and hotels on all housing aspects. Created websites and maintained housing databases for each event. Attendee Support for all questions and concerns regarding the conference. Composed all marketing material to for distribution to Client database.
OracleImplementation Specialist
Jan. 2009 - Sep. 2010Columbia, MDTravel to customer sites to install and configure Micros Fidelio Opera PMS. Proactively coordinated and managed tasks and milestones to achieve implementation targeted time frames and ensure goals were achieved. Develop and implement property specific Opera PMS training classes, including End-User staff as well as management specific training. Modify computer database, and related reports and documentation as required to further prepare and ready the client’s system for installation.
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