At Revieve, I built the foundation for the Customer Success department, creating its frameworks, engagement strategies, and operational workflows. I introduced structured QBRs and insight-driven reporting to support data-backed conversations with senior client stakeholders.
As Customer Success Director, I led a team managing 100+ B2B clients and approximately 300 projects. I launched a data-driven CS program, maintained less than 7% annual churn, and sustained 100%+ Net Revenue Retention in more than 75% of customer segments.
Earlier, at Ipsos, I managed customer experience research projects and advised clients on customer experience, operational performance, advocacy, and satisfaction tracking. I bring that research background into customer success, connecting customer insights with product and service improvements.
