Nimble 

Head of CS

Catalyst Software

Invited by Catalyst's CEO Edward Chiu and COO Kevin Chiu to participate in a private community of 100+ executives from CEOs, VPs of CS/Sales, CROs/CCOs, and more to discuss the future of revenue generation through a more cost-effective and powerful growth engine; your customers.

Advisor - Customer-Led Growth (CLG)

​Customer Success Coach and mentor for the Catalyst Coaching Corner. This program pairs folks who are looking to break into CS or elevate their CS career with experienced industry leaders for monthly coaching sessions.

Customer Success Coach/Mentor

RevRoom

RevRoom is a trusted space where curious revenue leaders are collaborating on the future of the B2B Go-To Market.

Member

RevGenius

RevGenius is a group of revenue-generating sales and marketing professionals brought together to learn, share, support, and grow with each other. You can consider us your alt-work family!”

Gitpod

Building and leading the Customer Experience org.
Developing the CS department based on CLG concepts.
Building the TAM department.
Building the Support Engineering department.

Leader of Customer Experience 

Indoor Robotics

Advised Indoor Robotics CEO on value selling and CLG strategy across the company.

Advisor - Customer-Led Growth (CLG) & Customer Success

Amplemarket

Helping to build best-in-class customer success motion that leads to Customer-Led Growth (CLG).

Momentum

Helping the Momentum.io founders build a best-in-class company.
Momentum reinvigorates how the sales team captures data by utilizing workflow automation, Slack, and AI.

Advisor - Sales Engineering and Customer Success

strongDM

Optimized end-to-end client experience for a startup cybersecurity SaaS company through people development and process standardization for clients ranging from SMBs to enterprise corporations, driving growth from $9M to $16M in annual revenue. 
        
Client Operations:
- Built standardized client onboarding by analyzing technical and business requirements, developing a comprehensive process, and managing company-wide adoption, increasing client deployment efficiency by 80% (from 7 months to 6 weeks). 
- Modernized client relationship management through CRM implementation (Catalyst), BI tool integration (Redash), KPI definition, and reporting, increasing team-wide productivity by 48% while supporting rapid growth of 1.5X (from 100 to 250).
- Cultivated a client-centered team from inception including soft skill and technical training, empowered autonomy, collaborative problem solving, career development, and ongoing coaching and mentoring, growing to a team of 15 with 3 managers.  

Growth Strategy:
- Scaled existing client portfolio from performing recurring business reviews, ROI analysis, and product utilization assessments to fostering trusted C-suite client relationships while providing customized client recommendations, yielding 140% in NRR growth. 
- Enhanced client relationships through proactive utilization tracking, customer health analysis, risk assessment, and corrective action planning and playbook development, increasing client retention rate to 98%+.  
- Developed product training including content development, instruction design, and learning objectives, contributing to a 95%, customer satisfaction score, ~65 NPS score, and 10% in referral-based new business acquisition. 
- Led the implementation of Force Management’s Command of the Message as the internal subject matter expert, scaling access and engagement with C-Suite members and key decision makers.

Director of Customer Success 

Blameless

Launched a customer success strategy for a startup incident management software from department inception through growth planning, profitability optimization, and team development, supporting 85% in portfolio growth. 

- Rejuvenated at-risk customers by performing root cause analysis on expectations, product, and quality gaps, opening the lines of communication, and implementing recurring pulse checks, re-establishing client trust while reducing churn rate to 8%.
- Drove existing business growth through leveraging a consultative sales strategy, communicating aligned product values, and increasing product utilization, generating 132% in upselling revenue growth.  
- Improved the customer experience by building a CS department, establishing KPIs, building standardized processes, and implementing CRM and reporting tools, increasing productivity by 37% and time-to-value by 66% (from 6 months to 2 months).
- Created diverse customer documents including reporting development, training documentation, and product messaging, increasing customer satisfaction rate from 52% to 87%.

Head of Customer Success

A versatile business strategist with repeated success in building, scaling, and optimizing revenue across diverse industries and organizations. My expertise in building relationships with C-level executives, leveraging a business value approach, and using Customer-Led Growth methods have been instrumental in delivering success. In addition to being an advisor to start-ups' Founders and CS leaders, I also serve as a CS coach and mentor for Catalyst Coaching Corner and as a Customer-Led Growth (CLG) advisor in Catalyst's executive community.

Key accomplishments include: 
- Client Experience: Reducing client onboarding time by 80%+ and achieving a 95%+ retention rate for two different companies.
- Team Development: Building and leading 7 new client teams from inception aligned with company growth and client needs.
- Technology Optimization: Increasing productivity by 50% by automating client operations through technical tools.
- Revenue Growth: Growing existing client contracts with 140% NRR through engagement and data strategies. 
- Thought Leadership: Advising company C-Suite leaders and client executives on customer success, revenue, and business value. 

Industries: Cybersecurity | SaaS | CDN | Machine Learning | AI | E-Commerce | Defense and Satellites

Passion Projects: Design & Lead Self-Defense Workshops for Women & Teens (Since 2019) | Sexual Assault Emergency Hotline Counseling (2003-2010)

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