Worthy Inc

Results-driven Customer Success Manager with 9+ years driving product adoption, retention and revenue for enterprise accounts. Proven track record improving customer health and retention by 30% through proactive risk-identification and playbooks, reducing time-to-value by 20% with optimized onboarding, and delivering 20% annual revenue growth via upsell strategies; skilled in cross-functional collaboration, data-driven decision making, and scaling customer programs to maximize lifetime value.

Senior Enterprise Customer Success Manager - KnowBe4 - Remote

(2018-05)

Managed the customer success team to deliver high-touch service, strengthen customer satisfaction, and drive product adoption across a broad portfolio of accounts.

• Implemented risk-identification tools and proactive mitigation strategies, improving customer retention and health by 30%.
• Partnered cross-functionally with sales, engineering, and product teams to resolve customer feedback and improve the product experience.
• Developed upsell and renewal initiatives that generated new business opportunities and supported 20% annual revenue growth.
• Recognized internally for introducing creative, customer-focused approaches that improved satisfaction and business outcomes.

Retail Sales Lead - Sprint

(2009-01 - 2018-05)

Held this role across two separate tenures (2009–2012 and 2017–2018), supporting product adoption, account growth, and customer engagement.

• Created and implemented strategic plans to meet customer needs and drive usage of cell phone and digital products.
• Delivered presentations and training sessions to support product implementation and day-to-day use.
• Partnered with product and support teams to resolve customer issues and improve the user experience.
• Managed business and personal accounts and upsell opportunities, contributing to a 95% retention rate.

Licensed Life Insurance Agent - New York Life Insurance Company

(2013-01 - 2017-04)

• Enhanced customer service satisfaction through hands-on operational leadership and departmental mentoring.
• Designed and executed onboarding processes, reducing time to value by 20%.
• Collaborated with clients from executive leadership to end users to align solutions with business objectives.
• Developed training collateral and conducted customer training seminars to promote product adoption and customer satisfaction.
• Supervised team performance and implemented corrective actions to improve execution.

Associates Degree - Massage Therapy - Florida Career College (2008 - 2009)

Series 7 License - Life and Health Insurance (2013)

Associates Degree - Graphic Arts & Design - International Academy of Design & Technology (2014 - 2016)

Training - Leadership and Customer Service - Sprint (2012-01 - 2018-07)

Strategic Consulting Course - KnowBe4 (2021)

Never Splitting The Difference (Negotiations Tactic) - KnowBe4 (2022)