DeepHow

Customer Success Leadership for an AI-Powered Video Companion for Manufacturing.

Chief Customer Officer

Women in Customer Success

Advisor

Women of Customer Success

Chapter Co-Lead

We are passionate about helping women break into tech through Customer Success. We care deeply about DEI, gender equity and growth for womxn in CS teams. These passions have helped us shape our wonderful community.

Member

The University of Texas at Dallas

The School of Economic, Political and Policy Sciences (EPPS) at UT Dallas is a national leader in research addressing critical social, political and economic issues.  Our graduates work in government, nonprofits and the private sector, with many pursuing advanced degrees that prepare them for leadership roles in advancing positive change on the local, national and global level.

UTD Executive Board - Chair EPPS Campaign Council

CompTIA

As Senior Vice President (SVP) for Customer Success, I was responsible for helping customers (academic, corporate, partner, federal/local government, and individual consumers) achieve their best possible outcomes, and to ensure CompTIA maximizes the optimal potential of each customer interaction.

•	Transitioned domestic reactive customer service team of 20 to a global proactive, revenue-focused customer success team of 100+ Delivery, Onboarding, Support and Customer Success professionals for EMEA, NAMER, LATAM, APAC.	
•	Collaborated with go-to-market (GTM) teams (sales, marketing, product) to increase customer success (CS) qualified lead (CSQL) conversion rate from 5% to 60%, achieved customer success revenue growth from $1M to $20M.
•	Developed customer success adoption metrics that increased customer value realization 50%, improved CSAT from 80% to 85% and enhanced overall customer health scores in year 1.

Senior Vice President of Customer Success

arturo.ai

Arturo’s AI-based platform helps insurers securely underwrite risks, efficiently allocate resources, and lower claims cost across their book of business, allowing them to focus on what matters most: the customer, and our shared commitment to protecting our world.

The Vice President of Customer Success leads Arturo's customer success team. Our Customer Success team advises and guides Arturo’s customers, ensuring they use our products successfully, adopt it widely and are continually driving business value.
Customer Success leadership for a global customer success team.
•	Portfolio Success:
	110% - Net Revenue Retention (NRR) 
	40% - Adoption Growth
	90% - Customer Health Score (NPS/CSAT/Revenue metrics)
	30% - Increase Employee Satisfaction
•	Designed Digital Customer Success Journey (low-mid-high touch)
o	Increased customer engagement 41% in 60 days.
o	Designed customer journey playbooks increased usage 35%.
o	Established Renewal process to reduce renewal churn 20%, promote revenue recognition 30 days prior to renewal date. 
•	Managed team of Customer Success Directors and CS Engineers.
o	Created Buddy & Mentor program that improved employee satisfaction 30%.
o	Designed career paths, revised job descriptions, created role-based training plans to rapidly and seamlessly onboard new CS resources.

Vice President of Customer Success

SAP Ariba

The CSE has overall responsibility for an $20B portfolio of SAP Ariba Enterprise Accounts, including customer success strategies, and expansion plans to ensure optimal revenue growth.
•	Conducted Value Realization Workshop for Cybersecurity company. Used Success Playbooks to identify consumption success metrics, process alignment and utilization best practices. 
	Increased customer utilization 25%.
	Achieved 120% Renewal Retention using upsells & cross-sells & LEAR expansion model.
•	Created automated customer journeys for Semiconductor company, increased adoption 25%.
•	Led KPI metrics Best Practices sessions to set spend benchmarks and define reporting rules to ensure optimal ROI for a Payment Services company.

Customer Success Executive

salesforce.com

•	CRM strategy consulting for Salesforce’s Premier Success FinTech/InsurTech customers.
•	Portfolio Adoption Metrics:
	95% - Adoption Growth 
	100% - Renewal Retention
	<5% - Revenue Churn
	85% - CSAT
•	Conducted Adoption Metrics sessions using Salesforce’s Early Warning System (health score) to identify usage trends. Increased user adoption 20% and True Login Percentage 40%.
•	Identified Salesforce ServiceCloud opportunity and worked with Sales to close for $2.2M ACV.
•	Worked with Sales to secure $2.2M Renewal, reduced projected attrition from $1.1M to $200K 
•	Conducted Executive Business Review (EBR) to present FinTech trends, Salesforce on Salesforce, Governance best practices to develop improve executive alignment.
•	Identified Lightning migration risks, developed change management & adoption metrics improved user adoption by 80%.

Director - Customer Success

Paranet

Engagement management around customer insight, customer experience, channel optimization, customer relationship management (CRM), sales force effectiveness, marketing strategy and contact/call center  rationalization.
Proven business development record, business case and proof of concept development, risk mitigation, and sales and marketing expertise.
•	Led sales force effectiveness engagement raised field sales close ratio by 25% for a $70B company

Engagement Director

Wipro Consulting Services

•	Secured a $2M CRM roadmap engagement for $6.5B FinTech company.
•	Achieved sales and marketing process automation that improved conversion rate 30% and resource efficiencies by 25%. 
•	Managed Client and Wipro’s onsite/offshore project team workshops. 
o	Closed a $1.5M CRM blueprint engagement for a $33B leading Insurance provider. Developed future state strategy roadmaps for portal, mobile, payment services, and Oracle/Siebel CRM.
•	Conducted stakeholder workshops (CTO and Directors) roadmaps. 
•	Enterprise Marketing Management (EMM)/Customer Relationship Management (CRM) strategy initiative project for a leading Financial Payment Cards Services provider. 
•	Increased sales close ratio 25% 
•	Designed roles and accountability matrix increased efficiencies by 25%.
•	Developed proposal and implementation roadmap that secured a $4M Salesforce CRM engagement for a $5B mail stream solutions provider.

Principal - Senior Practice Director

With over 15 years of customer success and revenue growth expertise, I am a customer success leader who has consistently delivered outstanding business for global customers. I have achieved 110%+ net recurring revenue, 86%+ customer satisfaction scores, and 100% renewal retention across mid-touch and high-touch enterprise accounts.

As the former Senior Vice President of Customer Success at CompTIA, I was responsible for helping customers from various sectors achieve their best possible outcomes and maximize their customer lifetime value. I used data-driven decision making, customer intelligence, and digital account planning to design and implement strategic customer success journeys, risk mitigation plans, and adoption metrics. I also leveraged my Salesforce certifications and skills to optimize the use of CRM, SaaS, and other technologies to enhance customer experience and insights.

Top skills
Customer Success • Revenue & Profit Growth CT• Customer Data and Analytics • GTM Leadership 

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