PROFESSIONAL SUMMARY 

Strategic and process-driven Vice President of Customer Success with 15+ years of leadership experience building and scaling CS organizations from the ground up across SaaS in both private and public sectors. Proven success in architecting high-impact playbooks, onboarding frameworks, team structures, and tech stacks that drive 90%+ renewal rates, accelerate time to value, and improve operational efficiency. Trusted leader with a passion for transforming CS into a strategic growth engine. 

AREAS OF EXPERTISE 

• CS Operations Strategy & Execution 
• Tech Stack Optimization (Planhat, HubSpot, Pendo) 
• Process Design Across the Customer Journey 
• Health Score Frameworks & Risk Modeling 
• Data-Driven Insights & Dashboards 
• Scalable Playbooks & Enablement 
• Segmentation: High-Touch, Digital, Low-Touch 
• KPI Development (NRR, GRR, CSAT, CES, TTV) 
• Onboarding & Implementation Optimization 
• Cross-Functional Alignment (Product, Sales) 
• Internal Enablement & CS Training 
• Churn Analytics & Root Cause Analysis 
• Workflow Automation & Efficiency 
• Expansion & Retention Forecasting 

PROFESSIONAL EXPERIENCE 

Vice President of Customer Success, Federal | Decision Lens – Arlington, VA | Sep 2021 – Jun 2025 

• Maintained a 90%+ renewal rate across a $15M+ federal portfolio through success planning and value delivery 
• Contributed to doubling ARR from $9M to $18M over 3 years, leading to PE acquisition 
• Built CS function from scratch, scaling team from 4 to 9 and creating playbooks aligned to government lifecycles 
• Launched structured onboarding program reducing time to productivity by 50% 
• Grew customer base 4x (10 to 45+ accounts) while preserving high-touch service through operational redesign 
• Deployed Planhat to automate workflows, boosting CS efficiency by 35% 
• Drove 2x increase in product training participation through CS-led webinars
• Increased services upsell by 20% through monetized onboarding and success planning 

Vice President of Customer Success | Fedmine – Rockville, MD | Sep 2016 – Sep 2021 

• Built a full-lifecycle CS function serving 100+ federal SaaS clients 
• Achieved a 95% renewal rate through structured workflows and engagement models 
• Led $1M+ VA contract as project lead, building CS models tailored to federal procurement 
• Integrated CS insights into product planning, improving roadmap velocity and adoption 
• Created onboarding/training materials used by Sales and Marketing to streamline activation 

Strategic Social Partnerships Consultant | Oracle – San Francisco, CA | Jan 2015 – Jun 2015 

• Managed enterprise clients (Clorox, Kohl’s, Vans, YouTube) through onboarding, training, and adoption 
• Served as trusted advisor to senior stakeholders, aligning product use to business goals 
• Collaborated cross-functionally to resolve issues, reducing time-to-value by 30% 
• Improved NPS by double digits through strategic advisory and platform optimization 

Enterprise Customer Success Manager | Govini – San Francisco, CA | Oct 2013 – Dec 2014 

• Developed scalable CS playbooks for onboarding, QBRs, and retention 
• Promoted to Enterprise AE after achieving 200% of quota in two months 
• Created demo and lifecycle content adopted across departments 

Senior Account Manager | Deltek – Herndon, VA | Oct 2010 – Oct 2013 

• Created and delivered onboarding/training curriculum for new hires 
• Managed 100+ client relationships, driving 95%+ retention through proactive engagement 

Client Services Representative | IntraFi – Arlington, VA | May 2009 – Oct 2010 

• Supported high-volume onboarding and internal training on proprietary systems 

EDUCATION 

Virginia Tech, Pamplin College of Business – Blacksburg, VA 

B.S., Marketing Management, May 2005 

Study Abroad: American Intercontinental University, London 

CERTIFICATIONS 

• Pavilion: Chief Customer Officer (CCO) School Graduate 
• Planhat Certified Power User 
• Active Top Secret Clearance 

TECHNICAL SKILLS 

Microsoft Office Suite, Google Workspace, Salesforce, HubSpot, Planhat, JIRA, Harvest, Asana, Pendo, Canva