Work
I've spent 20+ years inside B2B SaaS revenue engines — managing portfolios from $40M to $160M ARR across cybersecurity, eCommerce, retail analytics, logistics, and HR tech. Every role has been about the same thing: building the operational foundation that lets companies stop firefighting and start scaling.
The Work: Where I've Been and What I've Built
Cybersecurity SaaS, $40M ARR — VP, GTM Revenue Operations & Customer Success
WHAT I DID
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Conducted end-to-end lead-to-cash analysis, uncovering GTM misalignment, revenue leakage, and a decade of tech debt — then rebuilt the foundation
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Delivered the first large-scale price increase across SLG and PLG, implemented Deal Desk, and stood up Gainsight to scale CS operations
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Designed Salesforce re-architecture and implemented AI-first workflows across support, success, and lead gen
VC-backed, founder-led; dual RevOps and CS scope
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107% NRR for FY25, two consecutive quarters of under-forecast churn after 8 straight misses
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Closed $1.2M in price increases 3 months ahead of plan; identified $4M in revenue leakage
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15% reduction in GTM tech spend through contract renegotiation
WHAT CHANGED
Post-Purchase CX SaaS, $42M ARR — Sr. Director, Customer Success (Global & Strategic Accounts)
WHAT I DID
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Built the Strategic CS organization from scratch — 2 to 9 people covering the largest global accounts representing 37% of ARR
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Documented the full customer journey and drove cross-functional process improvements at every key touchpoint
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Developed competitive positioning frameworks and conducted on-site Optimization Workshops with strategic accounts
VC-backed; built strategic CS org from scratch
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Closed the largest renewal/upsell in Narvar history at $9M ARR
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Moved on-time renewals from 60% to 98%
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FY25: 97% GRR, 103% NRR — up from 95% GRR, 100% NRR the prior year
WHAT CHANGED
Retail AI/Analytics SaaS, $60M ARR — VP, Global GTM & Customer Success
WHAT I DID
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Launched the unified GTM org after 4 acquisitions — one culture, one process, one foundation
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Introduced ICP, customer segmentation, health scoring, and a Product Governance Framework to eliminate pricing inconsistency and bespoke unsupportable products
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Overhauled contracting and built a new pricing model to protect against transaction-based fluctuations and contract erosion
PE-backed; 4-company post-acquisition integration
WHAT CHANGED
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25% CARR increase at renewals; $2M ARR increase in acquired customer base
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21-point NPS improvement; 75% increase in top-of-funnel activity
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50% team upskill with less than 5% unplanned attrition
Convenience & Petroleum Retail SaaS, $120M ARR — VP, Customer Success
WHAT I DID
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Built the Customer Success department from scratch in 12 weeks — strategy, org design, hiring, and team standards — following 17 acquisitions in 3 years
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Overhauled the GTM strategy for 60% of PDI revenue, shifting from transactional billing to revenue protection and expansion
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Created a dedicated renewals function to proactively manage 2,200+ accounts and launched NPS and Voice of Customer programs
17 acquisitions in 3 years; CS department built from ground up
WHAT CHANGED
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Eliminated $2.4M in ARR leakage at renewal
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10% GRR improvement in acquired companies plus 5% ARR increase at renewal
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100% of acquired companies on PDI standard processes within 6 months
Enterprise HR & Learning SaaS, $160M ARR — Chief of Staff & VP, Sales and Customer Success Operations
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Served as Chief of Staff to the SVP of Global Sales/CS for a $160M ARR business that was losing 20% YoY — and stopped the bleeding
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Designed and deployed a new sales organization in 6 weeks — quota, compensation, team structure, and playbooks
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Drove pricing rationalization, forecast discipline, and cultural transformation across the global sales org
WHAT I DID
Wholly-owned subsidiary; turnaround from 20% YoY decline
WHAT CHANGED
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Eliminated the 20% YoY decline; 10% GRR increase and 8% new business ARR growth
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98% global forecast accuracy across 10 consecutive quarters
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50% improvement in employee attrition; 30% improvement in NPS
Looking for a complete professional history and full technical expertise? Download the comprehensive dossier below.