Customer success manager with 6 years managing enterprise and mid-market SaaS portfolios up to $5.2M ARR. Improved gross retention, expansion, and product adoption through onboarding redesign, health scoring, QBRs, and executive stakeholder management.

B2B SaaS Company

Managed 58-account portfolio representing $5.2M ARR, improving gross revenue retention from 91% to 96% through risk reviews and success-plan discipline.

Created onboarding playbook that reduced median time-to-value from 41 days to 26 days for new mid-market customers.

Drove $740K expansion ARR by identifying usage growth, building executive business cases, and partnering with sales on renewal timing.

Led QBR program focused on adoption, business outcomes, and next-quarter priorities, increasing executive attendance by 34%.

Customer Operations Company

Guided 120+ customer implementations through setup, training, and go-live readiness with a 97% on-time launch rate.

Documented recurring onboarding blockers and partnered with product to simplify permissions setup for admin users.

Executive Renewal Review

Built quarterly renewal-risk review for top 25 accounts, combining adoption, support sentiment, business outcomes, and expansion timing.

Performance marketing manager with 6 years managing paid search, paid social, lifecycle, and landing-page experimentation for B2B and consumer subscription products. Improved CAC, ROAS, and qualified pipeline through disciplined testing and full-funnel analytics.

Subscription Software Company

Managed $2.4M annual paid acquisition budget across search, paid social, and retargeting, improving blended CAC by 18% while increasing qualified pipeline by 31%.

Rebuilt landing-page testing program around segment-specific proof points, lifting demo conversion from 4.8% to 6.2% across high-intent campaigns.

Partnered with sales operations to reconcile ad platform, CRM, and pipeline reporting, eliminating attribution gaps that had hidden $680K in influenced pipeline.

Consumer Services Company

Launched lifecycle winback campaign that reactivated 8,400 dormant accounts and produced a 5.1x return on promotional spend.

Analyzed search query, creative, and audience performance weekly to reallocate spend toward campaigns with stronger payback periods.

Creative Testing System

Built testing matrix across audience, hook, offer, and landing page, increasing monthly learning velocity from 6 to 22 structured tests.

Pipeline Quality Audit

Compared channel-level opportunity quality by segment, sales cycle, and win rate, shifting $210K quarterly spend toward campaigns with stronger payback.

Project manager with 6 years leading cross-functional software and operations initiatives from intake through launch. Managed budgets up to $1.8M, coordinated teams of 12-30, and improved delivery predictability through risk reviews, clear ownership, and executive reporting.

Operations Technology Company

Managed $1.8M implementation program across product, engineering, operations, and training teams, launching 3 sites on schedule with zero critical go-live defects.

Built dependency and risk review cadence that surfaced 27 blockers early, reducing average escalation resolution time from 9 days to 3 days.

Standardized executive status reporting around milestone health, budget variance, and decision needs, improving steering committee approval speed.

Regional Services Company

Coordinated 40+ customer deployments by aligning requirements, training, data migration, and support handoffs across distributed teams.

Reduced repeat implementation issues by 22% by turning post-launch findings into checklist updates and owner-specific acceptance criteria.

Maintained launch readiness tracker covering dependencies, open risks, customer decisions, and training milestones for each implementation wave.

Project Management Professional (PMP) | Project Management Institute | 2024

Certified ScrumMaster (CSM) | Scrum Alliance | 2022