• Managed a portfolio of 600+ customer cases, resolving 99% of cases within SLA

Partnered with 75+ cross-functional stakeholders (CSMs, CSEs, AEs, Marketing) to curate and amplify customer success stories, showcasing value in internal and external forums

• An AI-native mindset, optimize engagement processes through automation, AI-enabled tools (Text Blaze, Gemini), and scalable workflows; delivering efficiency while increasing impact

• Collaborated with internal partners to strengthen feedback loops, surface insights, and scale best practices across customer engagement activities by leveraging Jira for tracking and visibility

• Championed continuous improvement by embedding AI-driven insights, automation, and efficient workflows into engagement processes using Salesforce Einstein and Omni-channel

• Led executive-level customer engagements for 10+ National Collegiate Athletic Association executives, aligning with account maturity, pipeline health, and long-term relationship goals

• Partnered with 73 accounts, marketing, success, and other internal stakeholders to collect, curate, and communicate customer value stories, ensuring they are effectively shared

Prepared executive briefings and content in Figma Slides to support leadership in customer meetings, highlighting measurable outcomes and growth opportunities for feature requests

• Assessed and redesigned the usability of a neuroinclusive education platform, increasing MAUs by 30% and conversion by 85%

• Developed WCAG-compliant design systems and conducted UX reviews to ensure accessibility standards and consistency

• Collaborated cross-functionally with PMs, engineers, and legal advisors to translate complex workflows into clear UX flows

• Conducted usability reviews and user testing to ensure accessibility and ease of navigation

Stytch is the platform for user authentication backed by Benchmark, Thrive, Index, and Coatue.

• Partnered with Design, Engineering, and Product teams to identify and understand teams’ hiring needs/priorities and developed recruiting strategies to fill roles (EM, PM, full stack, backend, frontend, infra/platform)

• Conducted research and analysis to identify pain points and used data-driven insights and market analysis to reduce drop-off rates in engineering interviews by 25%