Customer Success Leader
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Customer Success leader with 10+ years scaling enterprise SaaS programs that consistently achieve 130%+ NRR and 98% retention. Builds high-performing teams, operational frameworks, and success playbooks that turn customer outcomes into revenue growth. Proven track record aligning CS strategy with business impact across $20M+ portfolios.
Customer Success Director with 10+ years of experience leading enterprise SaaS teams and managing the full customer lifecycle from onboarding through renewal, expansion, and upsell. Proven ability to drive customer retention and net revenue retention (NRR) across portfolios exceeding $20M ARR. Builds scalable processes, success playbooks, and cross-functional alignment to achieve measurable growth.
Founded and lead the Customer Success AI Council, responsible for identifying, implementing, and driving adoption of AI tools across the CSM organization to improve productivity, automation, and customer insights.
Bachelor of Business Studies in Management from Dallas Baptist University
