Resume
Work History
17+ years in B2B SaaS. Deep experience building functions and repeatable systems from scratch as well as optimizing and scaling existing teams.
5
Functions and teams
Built from the ground up
109%
NRR across $115M portfolio
Through optimized systems and team development
$10M+
Reduction in ARR exposure
Through improved renewal negotiation strategies
Career Highlights
- → Built the first CS Operations organization at Crunchtime, supporting $115M in ARR across multiple product lines, and Content Development, Professional Services, Support, and Customer Success teams at DiscoverLink helping drive a 4.2x increase in company ARR.
- → Spearheaded creation of a new Value Performance Scoring program that dramatically improved predictive insights and helped the CS teams achieve 97% GRR and 109% NRR.
- → Designed scalable CS infrastructure and systems frameworks that supported 38% logo growth without proportional headcount increase and implemented new renewal negotiation strategies that reduced $10M+ in ARR exposure.
- → Partnered cross-functionally to conduct comprehensive contract reviews, flagging legacy terms requiring re-negotiation, centralizing all renewal data in Salesforce, and optimizing Salesforce-to-Totango integrations and renewal playbooks, improving renewal efficiency by 12%.
- → Implemented coaching and team development strategies that achieved 98%+ employee satisfaction scores and 100% retention of top performers through post-acquisition integration.
Professional Experience
Crunchtime
RemoteRestaurant technology platform with inventory management, labor scheduling, and operations analytics solutions
Joined post-acquisition to lead the CS team, and later build the first CS Operations organization supporting an expanding multi-product portfolio.
Director, Customer Success Operations
2023 – 2025Built and led the first CS Operations organization at Crunchtime, recruiting and developing a team of managers, enterprise CSMs, and systems architects supporting $115M+ in ARR. Designed scalable infrastructure across adoption, renewal, and expansion motions, and owned renewal forecasting with real-time visibility to executive leadership. Partnered cross-functionally with Finance, Product, Marketing, Sales and RevOps to align teams around a unified customer journey.
- · Spearheaded creation of new data-driven customer health and product adoption programs, improving visibility into renewal risk and success drivers, and enabling CS teams to achieve 97% GRR and 109% NRR, surpassing company targets.
- · Led consolidation of all contract and renewal data into Salesforce, optimized Salesforce-to-Totango integrations, and standardized playbooks, which increased renewal efficiency by 12% across Crunchtime's product portfolio.
- · Implemented retention strategies that increased multi-year extensions by 10%, slashed 2025 renewal exposure by over $10M, and strengthened long-term revenue stability.
- · Led creation and launch of new standardized CSM onboarding program, which reduced ramp-up time by 4 weeks and accelerated team productivity.
- · Facilitated multiple "Art of the Possible" onsite strategy sessions with enterprise customers that produced actionable quarterly plans to optimize product performance through joint partnership between CS and the customer's front-line teams, achieving measurable gains in customer value.
- · Partnered with Success stakeholders to revamp customer journey across product suite, aligning with new product adoption and implementation programs.
- · Orchestrated new QBR/EBR program centered on data-driven platform insights and actionable implementation optimization, which significantly increased C-suite and front-line engagement while reducing CS time to create presentations by 30%+ through automation.
- · Owned CS systems and tech stack and led cross-functional development of customer data strategy across Success, Professional Services and Support teams, which improved visibility into predictive renewal insights across customer facing teams.
- · Led creation of cross-functional expansion program that standardized identification and qualification process across Success, Sales, and Professional Services teams, generating +$500k in ARR in year one.
- · Explored early AI-assisted approaches to customer health data analysis.
See Projects page for AI tools built and applied since departure.
Director, Customer Success
2022 – 2023Led Enterprise and Mid-Market CSM teams supporting $70M+ in ARR across multiple product lines following company acquisitions. Focused on stabilizing team performance, building renewal execution capability, and establishing forecasting discipline during a period of significant organizational change.
- · Achieved 107% NRR and 96% GRR through implementation of renewal best practices, improved cross-sell/upsell identification, and disciplined execution of negotiation frameworks, meeting and exceeding company retention goals.
- · Built repeatable annual retention and expansion forecasting process aligned with quarterly planning and led weekly executive report-out.
- · Coached and mentored CSMs during organizational shift to empower CSMs to own renewal motions, developing CSMs on contract negotiation strategies and stakeholder management, transforming team into highly effective renewal managers.
- · Partnered with Product, Sales and Marketing teams to evolve go-to-market and customer advocacy programs across the product portfolio, improving organizational readiness and shortening customer feedback loops for new feature rollouts.
- · Spearheaded CSM cross-training initiative that enabled teams to effectively support the entire expanded product portfolio following acquisitions.
- · Successfully navigated post-acquisition integration, maintained business continuity, and retained 100% of top-performing employees during a critical transition period through structured one-on-ones and performance coaching.
Conference Presentations
Featured main stage presenter at Crunchtime's annual customer conference in 2023 and 2024. Presented at a breakout session at the first post-acquisition conference in 2022 as DiscoverLink transitioned into the Crunchtime portfolio.
DiscoverLink
RemoteB2B learning management platform and e-learning content developer for the restaurant and retail industries, later acquired by Crunchtime.
Joined as the company's second employee in 2005 and spent 17 years building repeatable systems and four unique teams as it evolved from a content-as-a-service shop to a full SaaS platform.
Instructional Designer / Project Manager
2005 – 2007- · Consulted directly with customers to determine learning objectives, then authored e-learning scripts, designed course instructional activities, and developed mastery validations for custom content offerings.
- · Established outsourcing process and documentation standards for working with external graphic design contractors, communicating requirements and conducting QA reviews before customer delivery.
- · Project managed every phase of the course development lifecycle, building the operational processes that scaled with the company through its subsequent growth.
Manager, Product Development
2008 – 2009- · Partnered with executive team on development of the company's first in-house LMS, built specifically for the restaurant industry, with significant influence on direction of core platform features.
- · Co-authored the company's first series of subscription-based e-learning courses, establishing the foundation for what would become 25% of total company ARR.
- · Assumed ownership and management of all e-learning contractor relationships and staffing decisions, expanding the contractor network to include Spanish translation and 30+ core voiceover artists.
- · Took ownership of new client LMS implementations and established repeatable onboarding processes that became the foundation of the Professional Services function.
- · Made first hiring decisions for the implementation, support, and instructional design teams, beginning the transition from a sole-contributor operation to a managed function.
Director, Content Development
2010 – 2014- · Directed expansion of the subscription e-learning course library, introducing Spanish-language course development and significantly increasing annual course production volume.
- · Owned annual content development budget for the first time, forecasting operating costs across hardware, software, recruiting, and contractor capacity required to meet the company's annual course production targets.
- · Developed and managed the annual content roadmap, aligning course library priorities with company sales targets and customer demand.
- · Built and managed a content production team and contractor network capable of sustaining high-volume, high-quality course output year over year.
- · Managed end-to-end delivery of custom e-learning course development engagements for select customers, including multi-year contracts spanning 100+ courses, overseeing client discovery, content scoping, production management, and delivery across the full project lifecycle.
Director, Customer Success
2015 – 2016- · Built DiscoverLink's first Customer Success team from scratch, establishing the account management framework, CS processes, and team structure that would support the company's growing SaaS customer base.
- · Assumed ownership of Professional Services and Support functions in addition to content development, leading four distinct operational areas simultaneously.
- · Owned the full Customer Success annual budget, responsible for forecasting and managing costs across CS, Professional Services, Support, and Content Development.
- · Continued expanding the subscription e-learning course library while standing up the CS organization, sustaining content production quality and volume through the transition.
VP, Customer Success
2017 – 2022- · Developed and implemented customer health and upsell models that delivered sustained 110%+ NRR and consistent expansion across the customer base.
- · Optimized Customer Success, Professional Services, Content Development, and Support organizations simultaneously, driving a 4.2x increase in company ARR through unified strategy and operational excellence.
- · Built scalable onboarding frameworks that shortened implementation timelines by 6 weeks, accelerated time-to-value, and improved early-stage retention.
- · Achieved 85%+ CSAT across all customer support interactions while scaling the support function to meet growing customer volume.
- · Partnered directly with the President and executive team to set company-wide priorities, annual targets, and strategic direction, with CS budget accountability at the executive level.
- · Facilitated multi-stakeholder content discovery sessions with top customers, meeting with corporate leadership and field operators to surface training gaps and synthesize findings into actionable content development roadmaps delivered as formal recommendations.
Conference Presentations
Featured main stage presenter at DiscoverLink's annual client conference from 2016 through 2018, and presented virtually in 2021 and 2022. Represented the company at industry trade shows and conferences throughout tenure and regularly traveled to meet with customers, vendor partners, and prospects as a primary company ambassador.
Education
Bachelor of Arts in History
University of Houston · Houston, TX