Silverline Solutions

Principal - Customer Success 

Women in Customer Success

Advisory board member contributing to Women in Customer Success programs, community networking and connection, Customer Success resources creation, speaking at events, and expert guidance inside of the strategic development of women inside of the Customer Success ecosystem.

Advisory Board Member

Rebels of SaaS

Founder of Rebels of SaaS, a global podcast and content platform bringing positive disruption to the B2B SaaS landscape. Amplifying transformative strategies that challenge conventional thinking and drive significant revenue growth. Hosting weekly conversations with industry leaders across SaaS who are revolutionizing product development, customer success, sales, devops, project management, marketing, support, revops, recruiting and leadership methodologies. Building a community of forward-thinking SaaS innovators aka "Rebels" who embrace change and share actionable insights across multiple content channels. 

🎙Find weekly episode of Podcast on Spotify: https://open.spotify.com/show/00nALXK1wVG4lR6hfZguyG?si=d7gBa07aQsa6Yt7CPlP1CQ

Founder & Chief Customer Officer 

ORDR

Bringing Ordr to Chaos by leading Ordr's customer success team that is accountable for both renewals and organic revenue growth-within our existing customer base. Developing CX processes, technology and modalities to globally scale within the business. Leading and mentoring my team to navigate commercial renewal negotiations and execute within the customer success space. Partnering cross-functionally to identify upsell opportunities, amplify product adoption, and deliver NRR. Measuring success through NRR, GRR, CAC, CLTV, CSAT, Telemetry-Based Adoption Rates and organic revenue growth (cross-sell/upsell).

Director of Customer Success

Principal of Customer Success 

Apty

Leading with a people first lens! Building client retention journey, proactive client engagement, and growing revenue to scale. Helping clients that buy enterprise software unlock their investment's true potential 👏🙌!

Ever.Ag

Assumes responsibility for identifying, obtaining, and retaining clients by encouraging product purchases, addressing needs, and maximizing the quality of customer experience. Restructured all operational departments to scale customer success programs, create playbooks, and facilitate client experience journey. Collaborated with cross-functional teams on conducting performance meetings, establishing strategic goals, navigating client communications channels, evaluating business templates, releasing SaaS products, scaling onboarding processes, and developing strong relationships with account stakeholders, marketing professionals, product managers, and business leaders. Ensured customer satisfaction, retention, and loyalty by advocating for client needs, providing relevant information, recommending innovative solutions, and troubleshooting identified challenges.

•	Generated organizational launch, streamlined customer success practices, and scaled a customer success program across 29 B2B and B2C legacy business units for a $100m organization
•	Established a learning management system, onboarding materials, and internal employee training program to drive revenue, achieve a retention rate of 96%, increase ARR by 10%, and cross-sell as well as upsell increment of a 25%
•	Partnered with sales and customer support teams on maximizing customer success, developing a client health framework, evaluating performance growth, and creating a tiger team strategy to increase the NPS Survey respondent rate by 15%
•	Sourced customer success talent, conducted interviews, hired suitable candidates, and spearheaded a team of 30 professionals in an organizational 30/60/90-day framework across the Ever.Ag portfolio in America, Ireland, and Brazil
•	Founded Employee Resource Group policy, implemented CheckMarket Medallia survey tool, maintained Gainsight customer success tool, and presented at Agtech and Ever.Ag conferences to empower women in the organization

Vice President of Customer Success

Sandata Technologies

Streamlined client management and development initiatives to identify revenue-generating and marketing opportunities. Developed high-quality business strategies, established governance policies, managed risks, and ensured the smooth running of daily operations. Partnered with cross-functional teams and customer success leaders on improving employee performance, optimizing product usage, creating customer success curriculum, implementing scalable team training, evaluating client health scores, and defining tactical logistics. Led talent development efforts, organized micro-efficiency workflow discussions, created account transition templates, and transformed existing customer support-minded resources to drive revenue and customer success growth.

•	Developed, mentored, and led a team of 25 customer success professionals focused on attaining a 90% retention rate of logos within the customer base, a 25% increase in client ARR, and a 38% increase in retention within strategic logos
•	Maintained the RACI model, simultaneously delegating matrix job responsibilities across departments, building two-way communication lines, increasing customer satisfaction score promotors (NPS) by 25%, and attaining new hire retention increment of 35%
•	Trained team members on time management strategies, prioritization tips, brand management operations, social media management initiatives, and talent retention

Senior Director of Customer Success 

One Source Communications

Developed, supervised, and coordinated cross-functional teams in conducting sales operations, overseeing business development initiatives, and maximizing client support and satisfaction. Built a contact network for attracting clients, researching new market opportunities, and driving business growth. Focused on assessing marketable skills, evaluating data, filtering applications, and recommending suitable candidates for determined jobs. Provided guidance for diverse groups of clients regarding strategic plans, project execution, goal setting, outcome delivery, marketing, sales opportunities, and state as well as federal regulatory compliance. Mentored and led team members in creating quarterly business reviews, conducting general/tactical project reporting to the client base, and implementing quarterly technical training to increase acumen at all levels of the respective organization.

•	Facilitated enterprise-level B2B relationships and client project mitigation for spent mitigation, fiduciary budget planning, IT-related CISCO product deployment, telecom projects, mobile device projects, and networking client initiatives
•	Obtained a 99% retention rate in relation to SD-WAN, Hosted Voice Over IP Protocol, Data Circuits, Telephony, Phone Systems, Legacy Telecom Products, and Construction/Deployment services
•	Positioned as the company's top performer, simultaneously managing S&P 500 index clients, obtaining the top 5% of the revenue, and participating in professional conferences within customer success, AOTMP, and Evanta verticals

Senior Manager of Customer Success 

Implemented appropriate strategic direction to maximize customer experience and ensure satisfaction, retention, and loyalty across departments. Showcased expertise in prioritizing and multitasking in a demanding, fast-paced environment. Partnered with diverse groups of professionals to evaluate key business metrics, risks, and demands to ensure a positive customer experience and success.

•	Transformed small and medium-sized business clients into high-end strategic partnerships by aligning the execution of daily operations with the customer requirements, needs, and goals
•	Utilized exceptional communication, interpersonal, and problem-solving skills to conduct client relationship management activities, maximize sales optimization opportunities, and maintain the existing client base
•	Prepared fiscal reporting and generated positive customer sentiment by developing scalable experiences, operative models, tools, and processes

Senior Customer Success Manager

CenturyLink

Supervised the execution of customer experience, human resources, talent acquisition, process improvement, training, and quality operations. Developed direct reports and built trusting relationships with diverse groups of customers. Established and implemented strategic plans, organizational goals, operating procedures, and standard policies across numerous departments. Prioritized, remediated, and resolved core issues, evaluated key opportunities, enforced quality improvement methodologies, and aligned resources as well as priorities.

•	Hired, trained, and led a team of 35 direct reports to increase client satisfaction by 42%, enhance employee perception survey results by 32%, manage the operational budget of $2.5m, and maintain inventory levels
•	Performed technical and safety training for disaster management, post-hurricane restoring services, and project creation, implementation, and execution
•	Evaluated key performance measures, and managed incident arbitration, employee grievances, and union compliance as a CWA/Union leadership management member

Regional Director of Customer Experience 

Post-Sales Orchestrator & Rebel | Taming Chaos and Driving Profitability via AI Enablement | Support • Customer Success • Implementation Executive | Founder | Ready to Rebel your SaaS off? → rebelsofSaaS.com 💪

I am a transformational SaaS customer experience executive who orchestrates the entire customer journey—from initial implementation through expansion—driving 45%+ revenue growth and 99%+ retention rates across global teams. As Founder of Rebels of SaaS, a global podcast platform reaching 10 countries, I champion innovative AI-driven solutions that boost team productivity by 65% while maintaining a human-first approach that has generated $35M+ in revenue expansion through authentic relationship-building. My expertise lies in architecting scalable customer success frameworks that accelerate implementation timelines by 40%, reduce churn by 40%, and increase NPS by 32 points, while my consultative problem-solving approach has unlocked $25M+ in new revenue streams through innovative service offerings and industry-leading best practices that transform customer experiences into sustainable business growth.

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