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Professional Summary
7 years in post-sale and Customer Success across SMB and mid-market B2B SaaS. I build the operational systems that protect and grow the book. The accounts that look healthy on the dashboard are often the closest to leaving. I engineer the coverage models, health triggers, and renewal architectures that catch them before they slip.
Most recently at Swift, I inherited a 32-account book sitting at an 82% Gross Revenue Retention baseline with 0 documented CS processes. I built a 3-input predictive health model and a 90/60/30-day renewal framework from scratch, pushing GRR to 93% and Net Revenue Retention to 125%. I drove executive sponsor coverage from 35% to 82%, sourced $54,000 in whitespace, and hit 115% of revenue quota. I compressed onboarding from 45 to 32 days while absorbing a 60% account load increase without adding headcount.
Previously at Blaze, I operated as the de facto CS function across 24 global iGaming accounts. I held 96% logo retention over 2 years and surfaced $72,000 in expansion revenue without a formal upsell quota. I cut activation time from 58 to 38 days by enforcing a mandatory 4-field sales handoff gate that eliminated the missing context that usually kills 90-day adoption.
Targeting a remote Customer Success Manager or CS Operations role in B2B SaaS. I want to own a renewal number, fix the broken handoffs that cause early churn, and build the save playbooks that scale beyond 1 book.
Most recently at Swift, I inherited a 32-account book sitting at an 82% Gross Revenue Retention baseline with 0 documented CS processes. I built a 3-input predictive health model and a 90/60/30-day renewal framework from scratch, pushing GRR to 93% and Net Revenue Retention to 125%. I drove executive sponsor coverage from 35% to 82%, sourced $54,000 in whitespace, and hit 115% of revenue quota. I compressed onboarding from 45 to 32 days while absorbing a 60% account load increase without adding headcount.
Previously at Blaze, I operated as the de facto CS function across 24 global iGaming accounts. I held 96% logo retention over 2 years and surfaced $72,000 in expansion revenue without a formal upsell quota. I cut activation time from 58 to 38 days by enforcing a mandatory 4-field sales handoff gate that eliminated the missing context that usually kills 90-day adoption.
Targeting a remote Customer Success Manager or CS Operations role in B2B SaaS. I want to own a renewal number, fix the broken handoffs that cause early churn, and build the save playbooks that scale beyond 1 book.
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