At Spiceworks Ziff Davis, I built the APAC Customer Success organization from zero, and its operating model was adopted company-wide. I also designed a customer health dashboard for all regions and helped drive a 22-point CSAT gain.
At Kaseya, I created a churn-forecasting Early Warning System for proactive intervention, cutting churn 12% year over year. I also automated Salesforce workflows and proposed a Billing Operations function that saved 20 hours a day across the organization.
At Replicon (Deltek), I rebuilt the CSM function and merged Sales into CS, reversing five years of negative net growth inside twelve months. I also lifted NRR to 115% through data-driven account management.
As an independent consultant, I advised a SaaS startup on CS transformation, helping cut churn 18% and lift NRR 12%. I also work on operations redesign, customer journeys, health scoring, and workflow automation.
