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.

Excited to share that I will be heading to D.C. on 1/28 to join an awesome lineup of speakers for Customer Success Collective - CS Summit 🙌✨️

Find out more information & book your spot here: 
 https://lnkd.in/ea6xmYJ4

#customersuccess 
#customerexperience 
--------------------------------------
Rebels of SaaS™️

www.rebelsofSaaS.com

Rebel your SaaS Off™️

Dannah Vaughan

3 years ago, I got laid off.

It nearly killed me..I went through all the stages of grief because I identified as an executive, and that part of me was abruptly taken away—after my team brought almost $40M in cross-sell & upsell revenue to the table in a 14 month period. 😩

I was free falling..and it sucked.

I got knocked off of my mountain.

But that experience taught me that success isn't found on top of the mountain..in reality it lies deep in the valley. ⛰️

Successful people adapt and figure it out. They make the best of their valleys.

When I was in my valley (3 years ago) I substitute taught in the public school system..drove Uber Eats to finance my job hunting and sold baked goodies. I questioned everything I thought I knew about my career and my worth. I had been a leader for over 10 years with a Master's degree...and back to this?? WHAT?!

NONE of it mattered because the real education I found doing that work in my valley 🫶🙌🫶..I had to go through that experience to learn 💯 

It made me a better human..it made me a better leader too🙌

I learned title doesn't define anything..resilience and creativity does 🤗

So I started sharing. I started building. I started showing up authentically—not as the polished executive I thought I had to be, but as the human who was figuring it out in real time.

Now I lead from the valley..not the mountain.

I created the Rebels of SaaS  podcast & platform to bring innovative ideas to others across GTM, #sales, #customersuccess and #customerexperience in tech.

Later, I developed frameworks like the RAP™️ Model to balance personal & professional branding + CustomerSPAN™️ to align humans  with #ai across a quadrant based customer journey. 

I wanted to give people tools, not just theory. 

I also wanted others to have a platform to share stories about themselves, their cultures..their FOOD (I am a foodie and love canning food 🥒..dm me if you want to take on baking with sourdough starter lol)

We are now an unexpected community where CS and GTM leaders can be real about the challenges we face. I speak to people about their challenges and share in workshops around the world.

💖🤗💖 I know many out there have 30k+ followers (and to you it won't mean much) but today I am humbled to share that Rebels of SaaS has reached over 10k followers.

🍾🥂 10k people who believe in authentic leadership. Who know that getting knocked down isn't the end of the story—it's often the beginning of the best stuff EVER.

To everyone who has followed, engaged, shared, and been part of this journey: thank you.

Rebels of SaaS has always been about you🔥

Here's to the next 10k—and to every person out there right now who's been knocked down and is deciding whether to get back up.

Get up. Pivot. Go build something beautiful on the other side.

#ai might take some jobs but it can't do what you can #humanfirst

(PS..If I could get a tattoo, it would read one word = PIVOT)

🔥www.rebelsofSaaS.com 

🔥Rebel your SaaS Off™️

We have been cooking up some fun #culture this week at our office Silverline Solutions by continuing a SERIOUS tradition - the annual chili 🌶 contest. 

This was my first time participating (it was intense 😆)..but I am both proud & humbled to announce that my chili brought home the trophy 🏆

But like all wins this win didn't happen overnight it took much preparation + a gnome (a slightly creepy gnome 😳)

..let me explain..there are office gnomes that show up around November (year after year) at Silverline Solutions  throughout the holidays -- nobody knows where these guys come from😳😆..it is a mystery how they end up on desks or in hallways..

A gnome somehow managed to sneak home with me recently + start procuring "just the right peppers" from my husband's 🌶 garden Joshua Vaughan 

PS-> That same gnome slept like a baby the night before the competition because he had done his homework + worked hard to deliver a quality product for consideration within the contest 🙌👏

Photo credit to the one and only Christopher Wright 📸

Trey Nichols 
Chris Owens 
Chris Riikonen 
Hope Conway
Janet Hahn 
Benjamin Reeps 
Marisa Banks 
Sean Burkett 
Casey Holland 
Roy Wiggins, Jr.
Mark Jackson 
Art Morrison

I got the BEST pre-thanksgiving surprise in the mail last night! 

I received both The Chief Customer Officer Playbook & Reach in the mail from their author, Rod Cherkas (thanks Rod 🎁) — I may have actually squealed a little 😆🤪!!

On the eve of Thanksgiving I feel thankful for every customer I have ever had the privilege to work with (across a 14+ year career as a customer facing executive 🥰).

My favorite find in The Chief Customer Officer Playbook (so far) is found in the foreward written by Nick Mehta (PS the guy who has ALWAYS had the best threads + shoes in #customersuccess)->

“Employees at your company are watching the signals you send in the structure of your leadership team. You have a Chief People Officer because you care about employees. You have a CFO because financial results matter. Your customers also need a seat at the table—through a Chief Customer Officer.”-Nick Mehta

Structure signals priority to your employees, your partners and (most importantly) your customers.

Customers matter...they have been “buying stuff” in some form since the 7th millennium BCE—from barter and early trade, to the Industrial Revolution, to electricity, telephones, the internet, and now AI, robotics, and quantum computing. 

The tools keep evolving… but the truth has never changed:

👉 Without customers, we have nothing.

Customers are people NOT #ai.

This season, I’m especially thankful for the customers who trust us, challenge us, and help build better futures through their feedback.

🦃 Show your customers they matter & that you are thankful for them by:

1. Closing the feedback loop publicly
and openly with them “You asked, we delivered” updates in newsletters, product forums, or release notes. Share this in your customer community updates too (if you don't have one yet build one...yes you need it 🥰)

2. Elevate customers into your leadership conversations-->

Bring real customer narratives into board decks and exec readouts—not just metrics. It is all about the story you tell to the board and your customers can help you do that!

3. Co-create with your customers-->

Advisory boards, beta groups, and roadmap councils turn customers into partners. I KNOW this is a repeat but it's important that you create customer feedback loops to product. You can build anything you want but if customers don't need it than it will not sell. Community matters to your customers, your product and ultimately your profitability 📈. 

4. Act before they escalate-->

Proactive outreach on usage dips, adoption risk, or sentiment changes shows true care.

5. Reward loyalty in meaningful ways

Not just swag—think early access, influence, spotlight features, or professional growth.

🧡 Leverage your customers. Listen to your customers. Lead for your customers.

PS Chad Horenfeldt 📕 Kristi Faltorusso Jan Young, MBA, CSPO, CSM Carl Lenocker some gifts are heading your way soon (sneak peek of the Rebels of SaaS trucker cap in the photo).
🔥www.rebelsofSaaS.com

Great time today learning and growing with other leaders in Pitt County!

Thanks for an excellent Power Luncheon series installment..packed with value Greenville-Pitt County Chamber of Commerce ✨️

(PS can't wait for February)

Enjoyed learning more about Greenville Eastern North Carolina Alliance & about how we can collectively position to attract & retain top talent right here in Pitt County (thank you for an informative and resourceful presentation Maria Satira)!

Roy Wiggins, Jr. 

Silverline Solutions ✨️-bringing IT managed services #worryfree to #pittcounty 

#cybersecurity #ITSM
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🔥www.rebelsofSaaS.com 
Rebels of SaaS 🎙

This weekend, I made sourdough bread with my kids. 🍞 

I have a sourdough starter that I have successfully kept alive for 5 months now 🫶..I named her Morticia.

After we ate we sat down in the sunroom and I read through a vintage cookbook with a glass of red 🍷 while the girls watched the Grinch.

I glanced down at my flour-covered hands, I noticed my bracelets—one reading "fearless," another "speak now," and a third with the message of "God > the ups & the downs"—a reminder of the things I look up to...the things that ground me...the things that push me 💖

Then I thought about leadership and what real leadership is about - real leaders dont have perfect hands because they are too busy serving their team. 

Real leaders don't have perfect hands...they are rough and scarred. They don’t know everything.

I think alot about the teams that have shaped me throughout my almost 15 years as a leader.

🛒 My first team out of grad school taught me about retail grit. We built floor plans, unpacked trucks, and eventually traveled the east coast modeling other stores. One teammate—who loved Diet Mountain Dew + Shark Week—became a dear friend. Years later, he lost his battle with alcoholism. I still think about what I learned from him.🦈 

☎️  My next team was at CenturyLink- and it was made up of men that were a different kind of extraordinary. These technicians descended into manholes, faced underground insects the size of fists, and kept pressurized cable runs under control. They kept central offices and fiber runs going when Hurricane Matthew threatened to catastrophically flood Lenoir County-they drove day and night for almost a week on rotation to fill up gas filled generators.

One tech in particular changed my life. He brought me collard greens from his garden. When an FBI circuit went down and we worked 16+ hours straight to splice fiber in the cold, he gave me his coat. He was a Cuban born US veteran who'd recovered from alcoholism, he always said: "Boss lady, you have to find something to believe in—that's the key to everything."

Cancer took him in 2017, but not before he got to hold my three-week-old daughter, Margaret. He was so proud. His mama made the most incredible Cuban baked goods.

Years later (and many teams later) I have realized that we all need something to believe in - it is an innate part of being human...we need to lead people as #humansfirst.

Not as FTEs. Not as productivity metrics. As people with gardens and families, struggles and comebacks, flour on their hands and hope in their hearts. 💜 It's a hard time for many people right now—whether navigating a job search or figuring out how to show up at work in a world rapidly changing with AI & innovation.

The greatest leaders I've known didn't just direct work—they saw people. They showed up. They gave their coats when it was cold.

That's the kind of leader I'm still learning to be.
------------------------------
Rebels of SaaS 
www.rebelsofSaaS.com 

Rebel your SaaS Off™️

Raptors were clever and in real life only about the size of a modern wild 🦃! They lived during the Mesozoic Era, from roughly 120 million to 65 million years ago, during the Cretaceous period. We now know that they were feathered and had brains that were bigger than most of their counterparts during this period.

They were clever and thus never put their customer success talent into a ticket queue either 😎😉..

🔥 Why ?

I see this mistake in so many organizations: Customer Success gets dragged into the ticket queue.

The second that happens, the role stops being strategic and becomes… glorified support.

This is a problem 👇

1. Tickets pull CSMs into reactive mode

CSMs are hired to drive adoption, outcomes + revenue — not troubleshoot logins or track tickets.
If your hunting down tickets, you’re not doing QBR prep, renewal strategy, or executive alignment. You aren't TALKING to CUSTOMERS

🔍 Example:
A CSM spends 3 hours answering ticket questions instead of building an adoption plan for a $500K account at renewal risk. CHURN is COMING

2. Tickets mask product gaps

When CSMs handle issues, patterns get lost. Support systems track incidents, not impact on account health.

🔍 Example:
15 customers submit the same workflow bug..Product never sees the trend — and churn quietly rises.

3. Tickets break the relationship dynamic

CSMs should be advisors — not the“fix-it person.” It is the difference between transactional vs. strategy (no strategy = customers 🏃‍♀️

🔍 Example:

COO stops attending monthly meetings because all their interaction is through support threads, not high-value roadmap discussions.

4. Tickets kill scalability

One CSM can handle 10–15 strategic accounts — but not when they’re also handling 40+ support inquiries a week.

🔍 Example:
A team of 5 CSMs handles 200+ tickets weekly. Their expansion pipeline drops 30% because they can’t proactively engage.

✔️ What Customer Success should own->
✨ Adoption playbooks
✨ Executive business reviews
✨ Strategic account planning
✨ Driving product usage tied to KPIs
✨ Identifying expansion opportunities
✨ Coordinating cross-functional alignment
✨ Leading outcome-based onboarding

This is work you can't do inside a ticket queue.

✔️ What belongs in Support->

Keep these in Support where SLAs + tooling + technical knowledge exist:

🛠 Login + access issues
🛠 “How do I…” instructions
🛠 Bugs, errors, and break/fix
🛠 Integrations not connecting
🛠 Report exports
🛠 Feature troubleshooting
🛠 Call-out tickets (urgent incident triage)

🔥 Support is built for speed.
🔥 Success is built for business impact.

If you want a Customer Success function, you must protect the team from being absorbed into the ticket machine.

Your retention rate, NRR, and product adoption metrics depend on it.

Yes this is my husband in a blowup dino suit 🦕 🦖.

You are welcome 😎😉
------------------------
www.rebelsofSaaS.com 
Rebels of SaaS 

Rebel Your SaaS Off™️

Are you ready Rebels of SaaS?

Sneak peek Sunday 😎....🔥

New show drop coming soon..featuring Carl Lenocker

✨️We talk power of relationships in the age of #ai and how to grind toward success 🙌 (turns out he wrote a whole book on it..details for pre-order in comments🏃‍♀️)

✨️He also gives real advice on how to show  up to negotiate a higher salary for yourself as a customer success leader...

More to come 😉...

Stay tuned 😎

#customersuccess 
#leadership
--------‐-------------------
www.rebelsofSaaS.com

Award Winning Customer Success Leader, Senior Technology Executive, Board Member, Speaker, CX + AI Certified, 30k, MBA, and Author of Success Plan For Life! 🛫📖🥩🥃

🎙 Just wrapped a fantastic conversation with Dannah Vaughan of Rebels of SaaS. We dive deep into the evolving landscape of Customer Success.  The conversation took some fascinating turns, especially when we explored: "How building personal relationships can become your most valuable asset amidst the rise of AI."  Can't wait for you to hear the full episode, coming soon!
_______________
Pre-order Success Plan for Life on Amazon now at www.SuccessPlanForLife.com

graphical user interface, application, Teams

We have to start asking value questions vs. budget questions in #customersuccess & #sales 😎

After 14 years of scaling global #customersuccess teams that deliver up to $300M+ in expansion revenue, I figured out-->
Cross-sell fails because we ask budget questions instead of value questions. 
(BTW same goes for renewals 💯)

Try these 7 questions to grow + renew accounts:

1. PLANNING CYCLE OPENER
"Where are you allocating incremental budget next fiscal year, and what business outcomes are you measured on?"

😉 You're now selling to their objectives, not your quota.

2. COST-OF-INACTION 
"Have you calculated the fully-loaded cost of that workaround? When we factor in FTE hours and error rates, clients find it costs 3-4x more than expected."

😉 Make the status quo expensive.

3. THE PEER-COMPARISON
"Companies at your ARR typically allocate 12-15% of tech budget here. You're at 6%. What's driving that gap?"

😉 Create healthy tension with market benchmarks.

4. EXECUTIVE-ALIGNMENT 
"Your SVP mentioned reducing cycle time by 40%. How does your current stack support that? Where are the gaps?"

😉 When you solve for CEO priorities, budget gets reallocated fast.

5. SHOW MULTI-YEAR VALUE 
"Let's project 3 years out. $200K investment in Year 1 generates $800K in efficiency by Year 3. What's your IRR threshold?"

😉 CFOs approve investments with positive NPV.

6. RISK-MITIGATION 
"You're running 40% of revenue through a system with no redundancy. What's your risk tolerance if that breaks?"

😉 Sometimes the sell is protecting what they've built.

7. POST-IMPLEMENTATION GOLD
"90 days in—where are you seeing unexpected usage patterns from your team?"

✨️ Your users tell you what to sell next. Listen.

Every question you ask should tie to financial planning, operational metrics, or risk posture. 

You're not selling features. What you have to sell is bigger than that 😎

You're optimizing their capital allocation.

Revenue comes from better questions that make the business case undeniable.

🤝 Pro-tip -->October-January is prime time. You're not fighting for discretionary spend—you're getting into the budget plan.

AND YES you can ask these questions in a board room..or on a boat..in a restaurant..over drinks...

...or even on the Orlando Starflyer (this actually happened to me in 2023 and for those that know me well you understand my FEAR of both heights and elevators lol..needless to say this was a big deal and we did get it inked the next day 😂😆)....

#renewals
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🔥 Ready to rebel?!

Learn more at-> www.rebelsofSaaS.com 

Follow the disruption Rebels of SaaS™️

✨️ Merch dropping soon (Stay tuned)!

Rebel your SaaS Off™️

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