First executive hired to build out all post-sales functions (Customer Success, Professional Services, Education, Technical Support and Renewals) at 4 B2B SaaS companies backed by tier 1 VCs (Sequoia, a16z, Battery, Lightspeed). Currently helping build the GTM motion at Regrello - AI-led next gen technology for manufacturing operations.
Previously led the global Customer Success organization at Amplitude. Delivered industry-leading retention rates as company grew ARR from $50M to $250M on path to 2021 IPO (NYSE:AMPL). Accountable for company Gross and Net Revenue Retention.
Founding member of services team at SaaS pioneer NetSuite (now Oracle NetSuite), contributing to company’s successful 2007 IPO, revenue growth from $20M to $1B, and services team growth from 4 to 500+. Authored industry's first true cloud implementation and customer success methodology used by 1,000s of companies.
Firm believer in CS = CO + CX (Customer Success = Customer Outcomes + Customer Experience).
Expert in deploying a cutting-edge CS model focused on scalable growth, powered by exceptional talent and process. This includes aligning pre-sales and post-sales, designing offerings, building a partner ecosystem, creating programs focused on adoption and growth, and launching at-scale CS offerings like academy, community and digital lifecycle programs. Designed the renewal and expansion management process from scratch at multiple SaaS companies.
As a former Consultant, extraordinarily passionate about operations and the role of business systems in creating insights and scale.
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