Online Resume

A proven Customer Success expert with a track record of sustained revenue retention. Leader and motivator known for promoting joy and boosting internal team morale and externally driving adoption and expansion for desired business outcomes.

• 40 Under 40 Business Leader Award Recipient in Central California
• Discovery Content: Top Performer in Customer Success award winner 2023 at Veracode
• Quota Club Award: Top Performer in Customer Success award winner 2021 at Typeform
• Rockstar Award: Top Performer in Customer Success award winner 2014 at PeopleMatter

BK-Lighting– Madera, CA December 2023 to Present
• Lead Customer Success and Inside Sales teams reporting directly to VP of Strategic Growth

• Manage 3 supervising leaders and a total team of 12, enhancing team efficiency

•Developed and implemented SOPs and KPIs from scratch, optimizing operational performance

• Manage monthly departmental spending and assist with annual budget forecasts reducing overall costs

• Drive revenue and retention, partnering with Outside Sales for upselling and cross-selling to achieve key

revenue targets through accurate forecasting, ongoing team training, and enforcing CRM tracking

Veracode– U.S. Remote August 2022 to December 2023
• Led a cross-functional Customer Success team of 7 towards maximizing NRR and GRR. Provided leadership in the build out of new scaled CS motion and Onboarding team.

• Managed team responsible for Top-Tier Accounts ($52 Million+ in Revenue, $375k ACV) 

• Drove Application Security program success for a variety of logos

• Built and maintained a healthy customer pulse

• Successfully sustained 90.7% retention rate team average

• Mentored 2 direct reports into promoted roles

• Partnered with executive leadership teams on development plans and executables

Typeform – U.S. Remote February 2021 to August 2022
• Built and lead CS Onboarding segment (Player/Coach)
• Manage a portfolio of 40+ of the company’s highest paying Enterprise Accounts (60% of all US Revenue)
• Build and maintain relationships with key stakeholders through the entire customer lifecycle (Onboard, Adopt, Renew, Expand, Advocate)
• Strategize with C-Level and execute digital marketing campaigns to maximize ROI and report on KPIs
• Onboard and train end-users to build successful workflows, templates, and copy to optimize conversion rates and reach user engagement goals by deploying additional use cases
• Drive expansion and retention with reporting and analytics for EBRs
• Provide Professional services including technical projects involving workflow automation, APIs, Integrations and embedding protocols

Typeform – U.S. Remote November 2019 to February 2021
Drove revenue retention through professional services and consultation. Onboarded, supported, and implemented customers with REST APIs, Web Implementations, Integrations, Bugs, Incidents, Reporting and other technical problems/queries common in the SaaS world. 

Kotman Technology - Fresno, CA 2017 to 2019
Developed comprehensive technology solutions for businesses of all sizes as a Managed Service Provider. Diagnosed and triaged technically complex networks, software and virtualized environments. Fully configured business networks with Cisco Appliances. Maintained Windows Server Technologies and many other areas of the Information Technology sector including Network Security and VoIP and backup processes.

Physician Network Advantage - Fresno, CA 2015 to 2017
Software implementation architecture for clients using Epic Ambulatory Software. Provided technical design of Epic products to external customers, partners and employees. Diagnosed and triaged technically complex software in networked and virtualized environments and many other facets of the EMR division of computer software.

Accela (Formerly Decade Software) - Fresno, CA 2014 to 2015
Technical consultation for a software publishing firm, understands database concepts and database reporting, and performs technical tasks. Possesses business acumen, can see the bigger picture, and can read between the lines. Also, understands business relationships and the issues facing organizations adopting and adapting to software. Drove expansion in post-sales architecture strategy.

PeopleMatter -San Francisco, CA 2012 to 2014
Provided direct assistance in implementing new customers onto the PeopleMatter Platform. Provided high-touch project management. Full understanding of customers’ business processes and determine how best to deploy PeopleMatter solutions to meet their needs.
• Sustained 99.5% revenue retention and increased the rate of full account deployment to 60 days from 90 days.
• Reduced Onboarding target TTV from 30 days to 20 days

Business Management: DeVry University - Phoenix, AZ 2009 

Business Administration: California State University Fresno - Fresno, CA 2005

Certified Project Manager (CPM) - BVOP 

Advanced MEDDPICC Certified - MEDDIC Academy 

FedRAMP Certified - Veracode

MarTech Certified - Drift

Professionally fluent in Spanish

Gainsight CSM member

Poverty alleviation volunteer group leader

Non-profit board member