Strategic Leadership,
Agile Teams, Scalable Results.

Established a scalable Customer Success function from the ground up, implementing standardized processes, KPIs, and enablement resources that improved customer retention by 58% and positioned Customer Success as a strategic growth driver.

By fostering cross-functional collaboration, introducing data-driven health monitoring, and scaling the team, these efforts reduced churn, increased annual recurring revenue, and created a sustainable foundation for long-term success.

By engaging stakeholders, conducting hands-on training, and demonstrating workflow automation, user concerns were addressed effectively. Tailored demonstrations and automated Excel workflows streamlined operations, resulting in widespread user adoption across multiple state agencies and reduction of manual effort by 60% through automation.

Through strategic training and process automation the project enhanced operational efficiency and established a scalable framework for success, strengthening the company's relationships and paving the way for future collaborations.

Developed a program that resulted in both customers expanding their usage within three months and realizing immediate ROI. The success became the framework for the approach’s feasibility and value, gaining full support across teams. The initiative rolled out as a global process, not only strengthening collaboration across teams but also driving upsell opportunities and improved customer satisfaction.