Senior Success Account Manager at COMMVAULT (2020-03 – Present)
Lead cyber resilience and data protection strategies for 12+ complex multi-cloud and on-prem accounts, reducing risk exposure and supporting 100% renewal outcomes across the portfolio.
- Managed a strategic portfolio valued at $5.8M ARR across telecommunications, financial services, utilities, public sector, and pharmaceutical organizations.
- Resolved disaster recovery bottlenecks for a major energy provider through a comprehensive architecture review, establishing a performance roadmap and retaining $717K ARR.
- Drove a cross-functional API workshop for a European telecom leader's unified backup platform, earning executive commendation and retaining $235K in ARR renewals.
- Directed governance and cross-functional alignment for a major financial enterprise's ransomware recovery program, mitigating risks and securing a $2.6M ARR strategic account transition.
- Coordinated cross-functional alignment with security specialists to resolve authentication bottlenecks during a financial enterprise's 450K M365 SaaS onboarding. Drove governance and escalations to hit deployment timelines and a 95% SLA.
- Partnered with cross-functional teams to lead crisis management and redesign a Tier-1 telecom operator's scaling back up platform. Established weekly governance and centralized tracking to mitigate operational risk, directly retaining a $1M ARR renewal.
Customer Success Manager at MIAA GUARD/SCALED ACCESS (2019-03 – 2020-02)
Led customer adoption and value realization for an Access-as-a-Service cloud security platform, improving onboarding speed and supporting growth in enterprise usage.
- Took ownership of 7 European enterprise accounts for a SaaS startup, unblocking core engineering teams while driving retention and account expansion.
- Collaborated with the CEO and cross-functional leadership to design core Customer Success processes for a high-growth 12-person startup. Defined operational workflows and integrated customer feedback into the product roadmap, streamlining issue resolution across three European markets.
- Guided enterprise customers through onboarding, adoption, and operational success initiatives.
- Acted as trusted advisor to customers, driving engagement and maximizing platform utilization.
Senior Account Manager/Customer Success Manager at HP/MICRO FOCUS (2011-10 – 2019-02)
Led enterprise adoption strategies and lifecycle governance across technical and executive stakeholders, improving account stability and contributing to renewed/expanded business across the portfolio.
- Rebuilt trust with a flagship global CPG client after inheriting a compromised account, establishing cross-functional governance across Product, Sales, and Support. Resolved critical product gaps during a major transformation.
- Restored client confidence with a financial institution through structured governance and root-cause analysis, accelerating complex issue resolution and earning executive client commendation.
- Developed strategic customer relationships with executive and technical stakeholders across enterprise accounts.
- Led customer adoption programs, governance reviews, and lifecycle management initiatives supporting retention and expansion objectives.
Critical Response Manager at HPE (2007-09 – 2011-09)
Directed mission-critical escalations across EMEA enterprise customers, leading complex technical and business issue resolution efforts.
- Acted as senior customer advocate during critical incidents, ensuring stakeholder alignment and rapid resolution.
Technical Account Manager / Customer Engineer at HP (2000-01 – 2007-08)
Delivered proactive bilingual technical account management and enterprise support for mission-critical HP-UX environments across major Canadian organizations.
- Built trusted customer relationships through technical guidance, operational reviews, and issue prevention strategies.
