Customer Experience Leadership in SaaS
Leadership experience scaling customer support, success, and CX operations across high-growth SaaS organizations.
I’ve spent more than a decade leading customer support and customer success organizations in SaaS companies, helping businesses scale the systems that support customers after the sale.
My work has focused on building high-performing teams, improving retention and customer experience, and creating operational frameworks that allow post-sale organizations to grow alongside the business.
Across my leadership roles, I have managed teams of more than 100 people while maintaining a 100% employee retention rate—a reflection of my commitment to building strong teams and healthy organizations.
What I Led
Operational areas where I’ve built and led CX organizations.
Customer Support Operations
Designing and scaling global support teams, workflows, and service models.
Customer Success Strategy
Building lifecycle programs that drive retention, adoption, and expansion.
Digital Onboarding
Creating scalable onboarding and enablement experiences.
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CX Operations
Connecting support, success, and product through operational frameworks.
Impact & Results
$10M+
MRR Portfolio
Supported
18,000+
Customers Supported
Across SaaS Platforms
100%
Employee Retention
(10+Years)
78%
Support Hold Time
Reduction
Where I Led
Employ — Senior Manager, Customer Success
Led CX operations for JazzHR supporting 19K customers.
Improved GRR from 61% → 67% and launched digital onboarding.
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Mitel — Director, Global Customer Support & Success
Led 100+ person global support organization supporting 18K+ customers.
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FastSpring — Senior Manager, Global Customer Support
Scaled global support and operational processes while reporting to CEO.
Tools & Platforms
Tableau
Pendo
Atlassian
GURU
Salesforce
Gainsight
Zendesk
Gong