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FinalisSenior Growth Manager
Jul. 2024 - Jul. 2025-Advanced to a growth-focused role to deepen expertise across the full SaaS business, with a focus on customer lifecycle strategy, technical enablement, and commercial optimization. -Partnered cross-functionally with product, sales, and operations to drive scalable onboarding, adoption, and expansion initiatives across a highly regulated private securities platform. -Surpassed quarterly performance targets by 2x, contributing to increased ARR and customer retention by aligning product capabilities with client goals. -Led process improvements that streamlined onboarding and reduced time-to-value for new users, improving client satisfaction and internal efficiency. -Collaborated with sales on pre-sale strategy and solution alignment, helping secure high-value clients and tailoring success roadmaps for long-term growth. -Left Finalis as part of a strategic career move; currently exploring new opportunities in Technical Account Management, Customer Success, or Growth roles where I can drive meaningful impact through cross-functional collaboration and client-centric execution.
FinalisSenior Customer Success Manager
Oct. 2023 - Jun. 2024-Promoted to interim Head of Customer Success just four months into tenure, trusted to lead the CS function during a critical leadership transition while maintaining continuity across strategic accounts. -Owned the full customer lifecycle for a portfolio of fintech and private market clients—leading onboarding, adoption, and expansion strategies to maximize value realization and client retention. -Acted as a strategic advisor to executive stakeholders, translating complex technical and compliance requirements into clear outcomes aligned with customer business goals. -Partnered cross-functionally with product, engineering, and sales to reduce onboarding time, refine feedback loops, and drive roadmap alignment with client needs. -Created scalable success plans and lifecycle playbooks tailored to high-touch, compliance-driven industries, especially in the private securities sector. -Leveraged data to proactively identify churn risks and expansion opportunities, contributing to revenue growth and improved product experience. -Developed educational and support resources that improved adoption and empowered users across varying technical levels. -Monitored industry trends to ensure CS strategy evolved alongside client expectations and regulatory shifts.
VERTIQ SOFTWARE, LLCLead Account Manager
Mar. 2017 - Sep. 2023-Built and led the Customer Success and Services function in partnership with the CEO, overseeing onboarding, implementation, and long-term success strategies across a diverse B2B SaaS client base. -Created scalable onboarding frameworks and training strategies that accelerated time-to-value and improved client retention. -Acted as the strategic bridge between customers and internal product/engineering teams, translating complex client needs into actionable product feedback and roadmap inputs. -Managed multiple high-value client projects concurrently, ensuring seamless cross-functional collaboration and consistent delivery on customer outcomes. -Successfully onboarded over 200 users simultaneously for the Los Angeles County Medical Examiner’s Office through an intensive, in-person two-week training process—delivering exceptional adoption and satisfaction. Identified upsell opportunities and drove account growth by deepening client relationships and surfacing new use cases. Helped build a high-performing team from the ground up—recruiting, training, and mentoring new hires to deliver white-glove client experiences.
VertiQ Software, LLALead Quality Officer
Mar. 2015 - Mar. 2017Promoted after 6 months as QA Tester to lead a newly established quality operations team. -Led quality operations to drive process improvements and ensure top-tier service delivery across customer-facing teams. -Managed a 20-person team to meet quality standards, compliance benchmarks, and service-level expectations. -Introduced QA systems that flagged operational inefficiencies and significantly improved customer satisfaction. -Worked in tandem with the engineering team to troubleshoot and resolve bugs impacting product performance and customer experience. -Championed a culture of continuous improvement by identifying root causes of recurring issues and implementing scalable solutions.
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