Global Vice President, Customer Success and Renewals, UserTesting
Customer Success Executive with deep experience leading global teams of 60+ across North America, EMEA, and APAC, supporting $50M to $350M in recurring revenue. I operate at the intersection of customer outcomes, revenue accountability, and executive decision-making.
I build and scale Customer organizations that own retention and expansion without serving as a catch-all for issues created elsewhere in the business. Renewals are a company outcome, not a Customer Success function, and I design operating models that reinforce shared accountability across the organization.
I am known for making decisions in complex environments where perfect information does not exist. I focus teams on outcomes over activity, accountability over consensus, and execution over optics.
My approach is simple and disciplined: - Customer is a revenue outcome, not a department - Accountability is shared across Sales, Product, Marketing, and Finance - AI is a force multiplier when applied with intention, not noise - Teams perform best when expectations are clear and decisions are made
I have reduced churn by over 20% in high-risk customer segments by implementing targeted engagement strategies centered on measurable customer outcomes rather than renewal pressure. I have consistently maintained renewal rates above 90% while implementing pricing and renewal strategies that drive total revenue realization above 95%.
I specialize in stepping into complexity, resetting operating reality, and building Customer engines that scale beyond heroics. I actively use AI to increase efficiency and effectiveness across GTM organizations, enabling teams to focus on judgment, prioritization, and customer impact rather than manual process.
I partner closely with CEOs, CROs, Product, and Finance leaders to ensure customer strategy supports durable growth, margin discipline, and long-term enterprise value.
