Customer Success Director | Customer Retention | Enterprise SaaS | Team Leadership | Implementations Resume

Candidate Pitch:

I build Customer Success organizations that customers want to stay with. Throughout my career, I've helped SaaS companies transform reactive customer support into proactive customer success. By creating structured engagement strategies, coaching high-performing teams, and partnering across departments, I've consistently improved customer retention, strengthened adoption, and turned at-risk accounts into long-term advocates. One example I'm especially proud of was inheriting a portfolio where many small and mid-market customers received little to no proactive communication, resulting in increased churn. After gathering customer feedback, I redesigned our engagement model with a consistent communication cadence for every customer segment. Within six months, retention climbed to approximately 95%, proving that strong relationships and consistent engagement drive measurable business results. I've managed multimillion-dollar customer portfolios, led customer-facing teams, owned escalations, and collaborated closely with Sales, Product, Support, and Engineering to ensure customers achieved value from their investment. My leadership philosophy is simple: listen first, communicate often, solve problems before they become crises, and always advocate for the customer while keeping business objectives in focus. If you're looking for someone who can build trust with customers, develop high-performing teams, improve retention, and create scalable Customer Success programs that fuel long-term growth, I'd welcome the opportunity to help your organization do exactly that.