Tovuti LMS

Leading a wonderful team of Account Managers, Support and Services to ensure our customers can easily create courses, engage learners, and train teams with easy-to-use, next-generation LMS software.

Head of Client Success

Omnipresent

Company Objective - At Omnipresent, we make it fast and easy to hire and manage employees compliantly in more than 160 countries. We take care of all the complex administration involved including payroll, benefits, compliance and taxes, so you can focus on growing your business.

Key Achievements and Responsibilities
It has been a wild ride so far! I've started with a CS team of 15 amazing individuals and have scaled that team to over sixty in the past two years. I look after all things Customer Success, including Services, Support, and Customer Success Managers.  We have created the Support and CSM functions from the ground up and implemented revenue, voice of the customer, and churn risk calls for our SLT team. 

Loving the ride so far!

Global Head of Customer Success

Head of Customer Success

Sumo Logic

Key Achievements and Responsibilities 

     - Responsible for the growth of our EMEA customer base and our EMEA CS team. The CS team consisted of CSM, Support, and Technical Account Manager departments.

     - Implemented voice of the customer for our EMEA region to highlight key successes and risks of our key clients and then structured an executive contact per key client.

     - Executive sponsor for 20 accounts, acting as an escalation point and collaborative consultant for SumoLogic.

Director Customer Success, EMEA

Integrate

Integrate empowers marketers to unify their demand marketing channels into a single, powerful SaaS platform that helps them achieve quantifiable business outcomes. 

Key Achievements:
- Successfully navigated my CS org. of 17 employees (CSM’s, Services, and Support) through acquisition and a structure change from Account Management to Customer Success Management while maintaining a high CSAT's without customers. 
- Created and rolled out a complex CSM structure that includes customer segments, customer service experiences, and a global service Support structure.
- Generated over £200K expansion revenue from my customer base through a “land and expand” game plan.
- Led the migration from HubSpot to Salesforce/Gainsight for Customer Success, Services, and Support. 
- Developed Covid-19 taskforce and rolled out varying options to retain customer business.

Responsibilities:
- Manage the EMEA Customer Success team and Support globally for all SaaS products. 
- Collaborate with the EMEA SLT on how CS can best work with other departments to grow business.
- Work with internal/external stakeholders to meet and exceed client expectations and requirements. 
- Advice and present on customer renewal/churn metrics, the voice of the customer, and customer health metrics to the Integrate SLT.

Director, Customer Success

Instructure

Built and scaled Instructure’s Customer Success operations (CSM, IC, Training, and Support) for the EMEA region from one employee to over 30.   Established processes to ensure adoption and renewal for INST’s customer base at a >100% net revenue retention rate, while doing this the EMEA CS department delivered world-class service, shown by our NPS and CSAT scores across all departments.

Director, Customer Success - EMEA

Responsible for the post-sales operations for all Europe, Middle East, and Africa.  Manage Customer Success teams including Customer Success Managers, Implementation Consultants, and Trainers. Ensure adoption of the product and execute improvement of processes.  Supervise the Support team based out of Instructure's International HQ in London.  

Responsibilities:

- Manage Customer Success Manager's for all accounts and channels in the EMEA region, including the University of Birmingham, London Business School, Luleå Technical University, University College of North Denmark, University of Copenhagen and many more.

- Multi-functional manager for the EMEA Customer Success team.

- Member of EMEA leadership team helping to scale Instructure operations, align our goals to sales strategy, and build processes to support retention and revenue growth.

Achievements:

-1st Customer Success Manager outside of the US
-Grew the EMEA customer base and channels single-handed for 1.5 years
- Grew employee base from 1 to 20 in two years.

Senior Manager, Customer Success - EMEA

Regional Manager of Customer Success EMEA

Demonstrated broad and deep knowledge of Canvas through calls, demos, and onsites.
Guided reps to improved understanding of Canvas and Instructure through regular workshops.
Collected and shared intel on the EMEA region.
Contributed to internal team knowledge resources

Solutions Engineer

Instructure, the creator of Canvas, is taking the LMS (Learning Management System) world by storm! They provide Higher Ed and K-12 institutions with technologies that enhance the learning of their students.

- Effectively manage the client/company relationship to ensure customer success
- Pro-actively work with clients to understand their business to identify areas they can better utilize the software
- Work closely with implementation, professional services, and support teams to ensure questions and tasks are addressed quickly

Customer Success Manager

Lehi Area Chamber of Commerce

Collaborate with board to define project goals, process, timelines, and outcomes; training; engaging members.

Board of Directors

Costco Wholesale

Work with new clients to ensure they are utilizing all of the benefits offered.
• Understand client needs and usages to make sure the client is maximizing their benefits and upsell additional benefits.
• Provide customer support by addressing customer concerns.
• Educate clients on how they can utilize all the services offered.
• Manage corporate accounts.
• Organize events for team members and clients.
• Ensure client renewal. 
• Acts as ‘customer advocate’ within Costco to increase the customer’s knowledge on products and services offered.
• Work to save at-risk clients. 
• Assist clients with complicated needs.
• Manage and maintain the membership information provided from our database.
• Manage membership accounts that have expired or been recently activated. 
• Manage a team of marketers to succeed in their specific marketing areas.
• Increase customer satisfaction through regular interaction and support.
• Coordinate and oversee the Lehi Costco’s Volunteer Reading Program and Backpack Program.
• Support revenue growth through identification of customer objectives and matching those objectives with product solutions.
• Complete various projects as needed using Microsoft Office 2007 and Adobe Photoshop CS5.
• Successfully spear-head multiple marketing events at the Lehi Costco Warehouse, generating approximately $500,000 between 2009-2012.
• Order supplies and manage the budget for the warehouse marketing department.

Dispatch Marketer

University of Utah

LEAP Peer Advisor / International Relations Intern

As the Global Head of Customer Success at Omnipresent, I provide strategic leadership to a team of over 60 professionals, delivering exceptional service, support, and guidance to clients across 160+ countries. With 13 years of people leadership and success metrics, I possess the expertise to manage diverse customer needs and drive operational excellence.

I am dedicated to fostering business growth and customer retention through innovative strategies and operational efficiency. Over the past two years, I've led initiatives to scale the CS team by 4x, implemented Voice of the Customer programs and churn risk mitigation strategies, and served as an executive sponsor for 20 key accounts. These efforts have resulted in outstanding CSAT (+93%), Gross Revenue Retention (+88%), and Net Revenue Retention (350%) rates.

As a dynamic leader, I thrive in fast-paced startup environments, leveraging my attention to detail, enthusiasm, and empathy to inspire teams and exceed objectives. I am excited about the opportunity to bring my strategic vision and leadership expertise to drive transformative growth in the customer success domain.

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