Strategic and results-oriented operations executive with 18+ years of progressive experience that includes shaping and scaling the operational foundation of a rapidly growing customer organization, leading project delivery, account management, commercial operations, global logistics, and workforce and resourcing planning and management.
Request a quote with no obligation
I have over 18 years of professional experience in event management and customer success. While looking for my next long term career opportunity, I'd love to find part time work with home organizing, running errands etc. I love helping people stay organized and understand the emotional weight that can be lifted by creating a functional space to live in.
My most recent work includes:
Vice President, Customer Operations | January 2023 – May 2026
DEPARTMENTAL LEADERSHIP: Led a high-performing Customer Success team responsible for a $10M annual recurring revenue portfolio, maintaining net revenue retention above 86% year over year through strategic renewals, account expansion, and proactive customer engagement. Responsible for standardized process development, process management, KPI development, and success and retention metrics including ARR, NRR, GRR, NPS, and CSAT.
CUSTOMER RETENTION: Strengthened customer health and loyalty by identifying critical intervention points across the customer lifecycle, contributing to a nine-percentage-point year-over-year increase in logo retention to 84% during the first half of 2023.
COMMERCIAL STRATEGY: Partnered with Head of Sales to develop, sequence, and communicate commercial strategy, existing priorities, and annual and quarterly plans aligned with company growth objectives. Presented competitive contracts to clients to contribute toward renewal goals.
INTERNAL OPERATIONS: Designed and managed the commercial function’s operating cadence, including leadership meetings, quarterly business reviews, strategic initiative check-ins, and partner forums, overseeing agendas, materials, action items, and follow-through.
REVENUE ANALYTICS: Developed dashboards, executive summaries, and reporting frameworks that provided insights into revenue, pipeline, pricing, utilization, churn indicators, and upsell and cross-sell opportunities.
