Experience

10+ years scaling CS at post-PMF SaaS.

Across 200+ customers, 10,000+ end users, SMB to Enterprise ACV bands, and global markets including the US, South Africa, and Australia.

Medality

Head of Client Success & Operations

Scaled Customer Success through 200× revenue growth, supporting global SMB–Enterprise customers
Built AI-driven health scoring and renewal forecasting, improving variance from ~20% to ~5%
Automated onboarding, renewals, and customer asset creation, reducing time-to-first-value ~30%
Positioned CS as a strategic GTM partner, influencing pricing, packaging, and new product offerings

BoardVitals

Head of Customer Operations

Built and scaled teams 0 → 15 across 10 business units
Reduced inbound volume 25% through self-service and automation
Launched Voice-of-Customer programs that increased NRR by 4 points
Served on post-acquisition task force to create an Operational Center of Excellence

Signature capabilities

Customer Success & Revenue

· Customer Lifecycle Strategy
· Renewal & Expansion Strategy (NRR / GRR)
· Enterprise & Global CS Leadership

AI, Automation & Systems

· AI-Driven Health Scoring & Churn Risk
· Renewal Forecasting & Revenue Planning
· Workflow Automation & Tech-Touch Programs

Leadership & GTM

· Pricing & Packaging Influence
· Cross-Functional Leadership (Product, Sales, GTM)
· Post-Acquisition Integration