Summary
CX & Sales Operations Executive with 15+ years of experience helping enterprises and scaling companies improve onboarding, streamline support, and build stronger customer relationships. Known for developing high-performing teams and systems that drive retention, reduce friction, and deliver measurable results—like 173% ARR growth, 99.2% retention, and faster time to resolution. I bring a hands-on, human-centered approach to solving customer and operational challenges with clarity and care.
Experience
Fractional VP of Customer Success & RevOps
CureWave Lasers
- Developed onboarding and education programs to support provider product adoption
- Implemented CRM workflows for tracking sales activity, provider support, and follow-ups
- Led Provider Care and Channel teams to ensure support and operational excellence
- Architected HubSpot workflows to track pipeline progression and sales velocity metrics
- Built revenue forecasting models and performance dashboards for executive visibility
Director of Deal Strategy & RevOps, Americas
AppDynamics (Cisco)
- Supported enterprise deal structuring for public sector, healthcare, and tech clients
- Built pricing and reporting dashboards during global migration of product portfolios
- Improved quote-to-order processes using Salesforce CPQ, Tableau, MBR, and Clari
- Optimized deal desk operations for $500M+ enterprise pipeline across Americas region
- Reduced quote-to-cash cycle time by 40% through process automation and tool integration
Global Director of Customer Success & RevOps
BluePallet
- Rebuilt onboarding flows and introduced SLAs across support, sales, and logistics
- Launched helpdesk and escalation processes to resolve issues faster and more clearly
- Integrated CRM, accounting, and payout tools to enable real-time seller payments
- Built sales operations infrastructure supporting 3x revenue growth in 18 months
- Established sales methodology and qualification frameworks (MEDDIC) across teams
Head of Customer Success & Sales Operations
Yapp
- Increased ARR by 173% through targeted retention and onboarding improvements
- Created mobile help centers, product trainings, and lifecycle communication plans
- Streamlined renewals, upgrades, and escalations, boosting customer satisfaction (CSAT) to 96.9%
- Built territory planning models and quota setting frameworks for sales organization
- Created sales enablement programs and playbooks, improving close rates by 35%
Head of Partner Success
KISSmetrics
- Built and launched LatAm Partner Program with full onboarding and sales enablement tools
- Developed standardized contracts, incentives, and support systems for high-value resellers
- Implemented internal tools and processes to manage partner lifecycles and performance tracking
- Designed channel sales operations and partner commission structures for LatAm expansion
- Built deal registration system and customized partner portal for pipeline visibility
Senior Customer Success Manager
HubSpot
- Co-led HubSpot's Latin America expansion, reducing churn from 2.5% to 0.68% within 5 months
- Boosted monthly recurring revenue (MRR) by 90.7% through tailored onboarding and success-led upsells
- Built customer templates, lifecycle playbooks, and help center content to support onboarding, retention, and self-service adoption
- Built sales analytics dashboards, forecasting models, and commission tracking systems
- Increased MRR by 90.7% through relationship building and data-driven upsell and cross-sell strategies
Customer Success Manager
Nasdaq
- Managed investment portfolio operations for clients on the financial services team
- Reduced support ticket volume through self-service content and escalation workflows
- Served as primary CX liaison during new client transitions, system updates, and data migrations
- Created sales reporting infrastructure and pipeline visibility tools
- Managed CRM data quality initiatives and sales process documentation including playbooks
Lead Sales Specialist
Ralph Lauren
- Consistently ranked among top 5% specialists in customer service and sales performance
- Trained new hires and current team members on service standards, merchandising, and sales systems
- Contributed to storewide operational improvements in checkout, returns, and loss prevention
- Exceeded personal sales targets by 62% through systematic client relationship management
- Collaborated with management and warehouse teams on inventory optimization and retail strategies