At CONFIRM (formerly Learning Pool), I lead enterprise Customer Success operations across portfolios representing $30M+ in ARR and 200+ complex accounts. I partner with Sales and Business Development on account health, escalations, and expansion readiness.
I introduced practical AI augmentation for health monitoring, account preparation, and QBR insights, elevating NPS from -18 to 34 without linear headcount growth. I also helped establish standards for executive engagement and renewal execution, achieving an 85% renewal rate.
At LEARNING POOL, I built and scaled the Customer Success function across 2,000+ annual enterprise projects. Standardized onboarding playbooks and automated health monitoring contributed to 2,500 hours saved and a 20% increase in CSAT.
Earlier, at DXC TECHNOLOGY, I directed enterprise software and digital solution implementations, cutting standard milestone delivery timelines by 50%. At TRAVITOR MEDIA, I directed customer success operations and guided 65 legacy accounts through platform transitions without churn.
