At DTEX.ai, I led a 40+ person Customer Success organization across CSM, TSM, Support, and cybersecurity analyst services, building the strategy, engagement model, and operations for a newly formed function. I reduced time to value by 40%, lowered churn from 13.5% to 6.3%, and achieved an NPS of 46.
I translate emerging technology into operational advantage, designing production AI agents for executive reporting, account-health synthesis, renewal risk reporting, CSM support, and operational tooling. I also led departmental AI adoption, establishing workstreams for learning, testing, development, and quarterly leadership reporting.
Previously, I built global success strategy and teams at Polygon Labs, where managed-account churn fell below 5% and Tier 1 NPS reached 75. At AWS, I led customer and partner success initiatives across global markets, improving partner engagement productivity by 94.7%, reducing recurring operational issues by 53%, and transforming a geographically distributed organization of 48 CSMs and managers.
Across Rehearsal and CDW, I built lifecycle strategies, customer success systems, and value-based engagement models that improved retention, expansion, satisfaction, and recurring revenue. My leadership is grounded in the discipline and operational rigor I developed as a United States Marine Corps Non-Commissioned Officer.
