At ContractSafe, I grew Customer Success from 2 to 11 and held 91% GRR across about 2,000 accounts. I also launched an expansion motion that reached 120% of plan in its first year.
I built eight AI agents that CSMs use daily to prepare for accounts and identify customers who need outreach, doubling customer touches per CSM. I also deployed Scout, an in-app support agent that answers 65% of customer chats without a human.
At Panoply.io, I built an end-to-end Customer Success organization spanning onboarding, adoption, renewals, expansion, and technical support. I improved CSAT to 100% and reduced churn requests 18% year over year.
Earlier, I created Customer Success organizations and programs at ClearVoice and Blippar, improving NPS, time-to-value, response times, and product adoption. At RevolutionParts, I led seven CSMs responsible for onboarding, training, and customer adoption.
