At PRISMS VR, I scaled Customer Success and Professional Services from 2 to 39 professionals and established the structure and playbooks supporting more than 200 enterprise accounts. The organization delivered 153% net revenue retention and 4% gross revenue churn across more than 200 districts.
I expanded the sixth-largest U.S. K–12 district from a 12-school pilot to a district-wide partnership, growing annual account value from $143K to $2.1M. I also influenced an AI-powered product feature from roadmap through QA, helping drive 75% adoption.
At FEV Tutor, I protected $41.5M in revenue through a 46% market contraction and transformed a 48-person post-acquisition Customer Success organization into a globally distributed operation of 100. I implemented Totango and helped raise customer satisfaction to 96% by integrating support teams and migrating global operations to Salesforce Service Cloud.
At SchoolCare, I established Customer Success and Support from the ground up. Earlier, at SchoolCNXT, I built the Customer Success and Engagement function and led adoption work that expanded enterprise reach to 1.1M students through the NYC Department of Education partnership.
