Trellix

Established the foundation for customer marketing to harness customer loyalty and influence expansion through strong engagement. Developed alliances across Sales, Customer Success, and Product Management teams to elevate customer successes. Activated Trellix CISO Council to foster executive thought leadership.

Senior Director, Customer Marketing

Stage 2 Capital

The Stage 2 Capital Catalyst supports early stage B2B software companies in scaling their businesses by combining Venture Capital and Go-To-Market, empowering founders with hands-on coaching from an unrivaled network of go-to-market leaders.

Limited Partner, Stage 2 Capital Catalyst

May Consulting

Helping SaaS companies create predictable growth and loyalty among customers and operational efficiency in their Customer Success function through the development and execution of an integrated customer-led growth strategy. One:many programs include digital customer success, onboarding, adoption, expansion, customer communications and advocacy.

Prior to focusing on the on post-sale customer experience in 2014, I provided consulting services related to market research, competitive analysis, customer experience, analyst relations, event management, and more.

𝘗𝘳𝘦𝘷𝘪𝘰𝘶𝘴𝘭𝘺 𝘴𝘦𝘳𝘷𝘦𝘥 𝘢𝘴 𝘋𝘪𝘳𝘦𝘤𝘵𝘰𝘳 𝘰f 𝘔𝘢𝘳𝘬𝘦𝘵𝘪𝘯𝘨 𝘧𝘰𝘳 𝘊𝘢𝘱𝘨𝘦𝘮𝘪𝘯𝘪 (𝘍𝘰𝘳𝘮𝘦𝘳𝘭𝘺 𝘒𝘢𝘯𝘣𝘢𝘺 𝘐𝘯𝘵𝘦𝘳𝘯𝘢𝘵𝘪𝘰𝘯𝘢𝘭) 𝘢𝘯𝘥 𝘗𝘭𝘢𝘶𝘵 𝘊𝘰𝘯𝘴𝘶𝘭𝘵𝘪𝘯𝘨. 𝘌𝘢𝘳𝘭𝘺 𝘪𝘯 𝘮𝘺 𝘤𝘢𝘳𝘦𝘦𝘳, 𝘐 𝘴𝘦𝘳𝘷𝘦𝘥 𝘢𝘴 𝘢𝘯 𝘐𝘯𝘥𝘶𝘴𝘵𝘳𝘺 𝘈𝘯𝘢𝘭𝘺𝘴𝘵 𝘧𝘰𝘳 𝘎𝘢𝘳𝘵𝘯𝘦𝘳.

Marketing Consultant

DataRobot

Reporting to the CMO, I transformed the customer marketing strategy and unleashed customer communication channels. Focusing first on customer advocacy, I oversaw the team executing Voice of the Customer (VoC) programs while aligning customer success and sales activities to better communicate product value, offerings, and solutions. These changes accelerated product adoption and customer advocates. 

■ 130% increase in customer advocates in 6 months through customer advocacy strategy introducing process, platform, dashboard, and sales training (150+).
■ 6x boost in customer visibility opportunities based on web, socials and events.
■ 800% increase in 3rd-party review traffic in 4 months through strategic customer outreach.
■ 50% open rate in 3 months after expanding email outreach, improving product/release awareness, adoption and peer successes.
■ Introduced executive customer advisory board (ECAB) and product advisory board (PAB) strengthening customer engagement, product feedback and executive visibility.
■ Implemented tech platform and customer testimonials library. Streamlined customer nominations, reference requests and customer asset use through Salesforce. Promoted attribution of customer voice to inform closed won business.

Vice President, Customer Marketing

Veracode

Reporting to the CMO, I set the strategic vision and established the customer engagement team developing and deploying programs which contributed to retention and influenced expansion opportunities. I delivered customer expansion by uncovering customer stories to attract and scale new business. I also directed integrated programs in lifecycle marketing, customer advocacy and Community, building off prior 1:1 customer success strategy to efficiently grow engagement with large user groups. I developed a growing membership of customer advocates and influenced Gartner® Magic Quadrant™ and Forrester Wave™ leadership positioning through an integrated customer advocacy strategy.

■ 90+% retention and 70+% expansion across customer accounts engaged in application security certificate program.
■ Revamped and released dual-incentive loyalty program featuring customer certifications aligned with NIST, PCI, and additional standards.
■ 10x growth in loyalty program in 6 months by streamlining/automating onboarding, adoption, and metrics. 
■ 90+% community registrations following automations and self-driven onboarding, decreasing time to first value 22%.
■ 20% boost in CSM efficiency and greater product adoption through data-driven, integrated campaign aligned with customer success touch points.
■ 2,500+ customer accounts in peer-to-peer learning and product optimization through newsletter with 12% click-through rates (~double industry average), integrated with webinar and community.
■ 4x increase in 3rd-party reviews due to multi-vendor strategy to secure customer testimonials. Earned TrustRadius, Gartner and PeerSpot recognition due to review volume and ratings.
■ Introduced company’s first Customer Advisory Board, encouraging consistent engagement between executive buyer personas and leadership team.

Director, Customer Engagement Programs

Based on previous wins in Customer Success, I was invited by the CMO to step in as the inaugural Global Community Leader. I shaped the Community-led digital engagement and growth strategy. I oversaw the delivery of cross-functional programs for developer/customer advocacy, digital communications, events, and thought leadership.

■ 44% growth in Community active accounts with 5,300+ members in the 1st year. 
■ Launched digital customer success by incorporating customer onboarding processes into Community. Added automations and self-service functionality, simplified user experience, and broadened channels of communication.
■ Introduced self-service product ideation feature in Community.

Global Community Manager

Pivoting from Marketing to Customer Success, I directed the customer onboarding process and accelerated product adoption, utilization and retention across up to 10 global accounts. I relayed opportunities for expansion/account growth and mentored customer success leaders.

■ 100% customer account retention, aligning products with customer goals and accelerating adoption across diverse customer personas.
■ Managed stakeholders in 3-month M&A due diligence to advance $1.9B acquisition.
■ Created playbooks and processes to gain velocity behind customer success team.

Principal Customer Success Manager - Security Program

As an experienced customer growth leader, I strategically influence customer retention and turbo charge revenue growth in SaaS organizations by tapping into customer insights and developing programs, processes and teams to enact initiatives that get to the heart of customer needs. I enjoy developing and growing talent, building well-balanced, cross-functional teams that create positive customer experiences throughout their journey and elevate the customer’s voice and successes to improve business performance.

Care to connect? Let’s talk about:

Customer Success | Customer Lifecycle Management | Customer Engagement | Customer Experience | Customer Advocacy | Customer Journeys | Customer Advisory Boards | Customer Loyalty | Customer Loyalty Management | Customer Loyalty Measurement | Customer Retention | Customer Insight | Customer Experience Transformation | Customer Marketing | Customer Segmentation Strategy | Community Building | Community Engagement | Stakeholder Relations | Communications | Brand Loyalty | Revenue Generation | SaaS Product Adoption

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