Customer Success & Support Leader with 100% Employee Retention Over a Decade of Leadership

 

I am a seasoned leader in customer success and support with a track record that speaks to both my commitment to my teams and my strategic impact on business performance. Over my 10 years in leadership, I have directly managed over 100 people, achieving an exceptional 100% retention rate—a testament to my focus on creating collaborative, growth-oriented environments where team members feel valued and supported.

With expertise spanning customer success, technical support, knowledge management, and account management, I bring a strategic and data-driven approach to solving complex challenges and driving long-term value. My leadership philosophy centers on fostering an inclusive culture that supports both team satisfaction and client success, making me a dynamic asset to any organization.​

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Senior Manager, Customer Success | Employ
July 2024 - Present​

At Employ, I lead strategic initiatives that align with company goals, streamline operational processes, and enhance customer satisfaction. Through close collaboration with cross-functional teams, I’ve implemented innovative solutions that drive efficiency, enable data-driven decision-making, and improve both the customer and team experience. By focusing on scalable processes and proactive customer engagement, I contribute to retention, growth, and overall operational excellence.

Key Achievements:

• Automated Manual Processes: Collaborated with the SFDC Admin to automate critical workflows, saving significant time for team members. For example, automated status updates on the auto-renew report saved ~2-3 hours per month, and automating opportunity creation from CSQLs saved ~14 hours per month across ~75 expansions.

• Enhanced Customer Onboarding: Transitioned OB1 calls (previously 500-600 monthly) to a digital enablement path, streamlining onboarding processes and saving ~60-90 hours per month. OB2 (Optimization) calls remain 1:1 for more personalized engagement.

• Improved CSM Productivity: Acquired and implemented GONG for automated call capture and notes, saving ~150 hours monthly across the team. CSMs describe this as a game-changer for efficiency and engagement.

• Proactive Renewal Outreach: Built a Salesforce-based workflow to identify upcoming renewals, generating proactive outreach cases (CTAs). This replaced reactive outreach, saving ~25-30 hours per month previously spent manually exploring accounts.

• Streamlined Customer Communications: Launched a Customer Portal, reducing duplicate and spam cases while enabling potential self-service options. This saved ~2-3 hours monthly across all CSMs.

• Actionable Churn Insights: Updated churn reason options within the Jazz platform, enabling more accurate tracking and understanding of customer cancellation trends beyond generic categories like "other."

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Through these efforts, I’ve created scalable solutions that not only save time but also foster a proactive, customer-focused culture. My work continues to evolve as I identify new opportunities to optimize processes and deliver value to both customers and the organization.

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Director, Customer Success & Customer Support | Mitel
January 2023 - August 2023

At Mitel, I led a high-performing team of over 100 professionals, supporting 8,000+ customers and managing $15M in monthly recurring revenue. My initiatives included setting a new company record for customer satisfaction (CSAT 9.1) and delivering significant efficiency improvements, such as reducing case handling time by 33%. My work was recognized by the CEO for its impact on performance and cost savings.

Key Achievements:

• Achieved a 9.1 CSAT, the highest in company history, despite a 60% reduction in staff.

• Reduced Average Time to Answer by 78% and improved operational efficiency across the support division.

• Introduced data-driven success playbooks and optimized retention strategies, leading to measurable growth in net revenue retention.

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Senior Manager, Global Customer Success at Scale | Mitel
September 2021 - December 2022

In this role, I pioneered a scalable, digital customer success model for low-touch accounts, generating $10MM in monthly recurring revenue. By developing a specialized churn-risk team, I improved customer retention by 26% and created a standardized model that became the foundation for three other Mitel products.

Key Achievements:

• Developed a scalable customer success model, supporting high-volume customers efficiently.

• Increased customer retention by 26% and streamlined workflows to prepare for sustained growth.

• Consistently met or exceeded annual goals in revenue, adoption, and customer satisfaction.

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Senior Manager, Global Customer Support | FastSpring
March 2020 - September 2021

Leading FastSpring’s support team through a global pandemic and a 68% increase in support volume, I achieved over a 50% reduction in resolution times. By partnering with a BPO, I expanded our support capacity by 80% and introduced 24/7 service, significantly enhancing customer satisfaction while reducing costs.

Key Achievements:

• Reduced average time to resolution by over 50%, enhancing response times for all customer segments.

• Established a comprehensive knowledge base, empowering self-service and reducing ticket volume.

• Reported directly to the CEO, demonstrating confidence in my leadership and decision-making.

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Head of Global Customer Support | Mitek Systems
October 2018 - February 2020

At Mitek, I oversaw global support teams across multiple locations, achieving substantial improvements in both Time to First Response (95.7%) and Time to Resolution (91.8%). I implemented automation tools that saved hundreds of hours annually, maintaining a high CSAT score of 4.76/5 and setting a standard for efficient, customer-centric support.

Key Achievements:

• Developed over 100 pages of process documentation to standardize knowledge and improve consistency.

• Achieved CSAT scores consistently above industry benchmarks, reflecting a strong commitment to customer satisfaction.

• Introduced automation tools that saved over 400 hours annually, increasing team productivity and focus on high-value activities.

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Customer Support Manager | Nintex
July 2017 - October 2018

I built Nintex’s global support team from scratch, establishing KPIs and creating a knowledge base to empower customers with self-service options. My initiatives to optimize response times and ensure consistent case handling significantly improved customer satisfaction and overall efficiency.

Key Achievements:

• Built and led a team of eight, defining roles and implementing KPIs to ensure a strong foundation.

• Introduced a same-business-day response policy, drastically improving customer responsiveness and satisfaction.

• Enhanced workflow efficiency by defining responsibilities for Tier 2 support, fostering team expertise.

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Support Manager, Promoted from Support Specialist, Engineer | Tableau Software
February 2013 - July 2017

Promoted from Support Specialist to Manager, I played a crucial role in expanding Tableau’s support organization from 40 to 400 people globally as the company scaled. My leadership approach, emphasizing structured career paths and team development, contributed to 100% retention, even amidst rapid organizational growth.

Key Achievements:

• Managed high-volume recruiting, hiring up to 40 support agents simultaneously to meet business needs.

• Implemented career progression plans, supporting both individual and team growth within the organization.

• Oversaw Tableau’s hypergrowth, achieving 100% retention across a rotating team of entry level support agents.

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Throughout my career, I have maintained a focus on people, process, and performance. By building resilient, high-retention teams and fostering a culture of continuous improvement, I deliver sustained value to both customers and employees alike.

Connect with me to explore how my skills in customer success, process optimization, and team leadership can drive transformative results for your organization.