Timeline
The work behind the headline: where I learned to build for pressure, scale, and messy growth across customer success, implementation, operations, and the systems that connect them.
Craft & Code
Director of CX & Implementation Strategy
Lead client engagements across revenue operations, retention strategy, and AI-driven process design for growth-stage home service and trade businesses. Direct customer journey optimization and operational alignment initiatives, implementing AI systems to improve customer experience and team efficiency. Oversee pricing structure redesign and software adoption projects that protect margins and reduce operational friction.
Took enterprise post-sale and RevOps thinking into smaller businesses that still need operational leverage.
Built onboarding frameworks, retention systems, and AI-enabled workflows that help lean teams operate with more clarity.
Good operating design matters even more when teams do not have headcount to hide behind.
Sera Systems
Head of Customer Experience
Drove 15-point Net Revenue Retention improvement, shifting the business from contraction to net expansion revenue by rebuilding broken post-sales infrastructure. Built AI-powered predictive health scoring system that gave leadership real visibility into account risk and expansion opportunities. Reduced time-to-value by 50% through redesigned onboarding and warm handoff processes between sales and post-sales teams. Implemented AI tools across RevOps, support, and customer health workflows to improve efficiency and decision-making. Synthesized customer feedback into structured business intelligence used for product roadmap and strategy decisions. Led team through organizational restructuring while maintaining performance standards and customer satisfaction.
Inherited a chaotic post-sale motion with weak visibility, inconsistent onboarding, and too much lifecycle friction.
Rebuilt onboarding, reporting, health scoring, and cross-functional alignment so CX, Product, and Sales could work from the same reality.
The best retention work often comes from fixing the system around the customer, not just the customer-facing team.
Service Fusion
Head of Customer Success & Implementation
Built entire post-sales function from zero, scaling from 1 to 18 team members organized in pod-based structure with dedicated managers. Cut monthly churn by 58%, transforming retention from a liability into a key factor in the company's successful acquisition. Reduced onboarding time by 40% while processing 150-300 new accounts monthly without operational bottlenecks. Designed and launched customer video academy, creating scalable self-service training that reduced support burden. Maintained zero voluntary employee turnover through strategic team development, internal promotion pathways, and a living resume practice that tracked team wins for career growth. Built operational infrastructure that absorbed whatever sales brought in without ever having to throttle pipeline.
Joined as the first CS hire during rapid growth, with no scalable success motion behind the sale.
Built the function from zero, created onboarding and documentation systems, scaled the team, and gave the business a post-sale machine that could actually hold.
The right systems can absorb aggressive growth without forcing the company to slow down.
Service Fusion
Customer Success Manager
First dedicated customer success hire during rapid scaling phase, responsible for building foundational processes from scratch. Developed onboarding processes and success methodologies still in use at time of acquisition. Created documentation and training systems that enabled the team to scale from 1 to 18.
Joined as the first CS hire during rapid growth, with no scalable success motion behind the sale.
Built the function from zero, created onboarding and documentation systems, scaled the team, and gave the business a post-sale machine that could actually hold.
The right systems can absorb aggressive growth without forcing the company to slow down.
Stryker
Sr. Integration Coordinator
Led national Salesforce rollout for installation and repair operations across hospital networks. Coordinated emergency surgical equipment logistics where downtime costs thousands per minute. Trained field technicians and hospital staff on complex software systems, translating technical capabilities into user-friendly workflows. Managed cross-functional operations between shipping, field teams, and customer experience in high-stakes healthcare environments.
Worked in high-stakes healthcare operations where downtime had real cost and the software had to serve the people doing the work.
Coordinated logistics, translated complex systems, and helped turn software into something usable under pressure.
Operational clarity matters most when the stakes are high and the margin for confusion is low.