I provide post-sales strategy advisory services & Fractional CX Leadership to early-stage enterprise SaaS companies. Key areas include: CX organizational design, KPI definition & target setting, capacity & forecast models, health score design, retention & growth playbooks, systems roadmap definition

I led strategy & operations for the CS org at Ironclad, which included professional services, technical support, success management & enablement, and renewals. My team and I partnered with our CCO to define department strategies, organizational structures, customer delivery and service models, KPIs, and areas of investments. My team was also responsible for leading operational initiatives and programs (ex: Voice of Customer) that drove efficiency, standardization, and consistency in business processes. Our key cross-functional partners include FP&A, BI, GTM Systems, Sales Ops & EPD.

I led a high-performing team of 24+ Success Managers (Enterprise & Digital) responsible for driving retention, adoption & customer value. Our key success stories include a) launching digital success to scale our operating model, b) partnering with our BI team to launch the Ironclad Maturity Score (i.e. our health algorithm), c) introducing the CSQL strategy to support NDR.