Summary
Customer Success leader with 7+ years managing high-performing CS teams across enterprise and scaled segments. Proven in building account health frameworks, tech-touch automation, and data-driven playbooks that reduce churn and drive retention. Coaching-first management style with a track record of operationalizing team knowledge into repeatable processes that scale.Experience
PerformLine, Inc.
Morristown, NJ
Manager, Client Success
January 2022 – Present
- Led and developed a team of 4 Client Success Managers, overseeing recruitment, performance management, professional growth planning, and annual reviews.
- Architected a tech-touch segmentation initiative covering 55% of the client base — designing the engagement model, building process documentation, and defining measurable success criteria to shift from reactive to proactive client management.
- Developed standardized CS playbooks and workflows to transition the team from ad hoc collaboration to a structured, repeatable knowledge base.
- Led cross-functional onboarding and product adoption committees, improving time-to-value for new clients and increasing long-term product stickiness.
- Managed escalations for client complaints and contract disputes, applying high emotional intelligence to de-escalate and retain at-risk accounts.
- Partnered with Product on the launch of the Paid Social Media Monitoring product, acting as the CS voice for client requirements and adoption strategy.
- Maintained a full book of business alongside leadership responsibilities, demonstrating versatility across management and individual contributor roles.
Senior Client Success Manager
October 2020 – January 2022
- Delivered white-glove support to a strategic Enterprise client base, achieving 100% logo and revenue retention.
- Mentored junior CSMs in Executive Business Reviews, multi-stakeholder navigation, and client escalation management.
- Collaborated with Product and Engineering to translate client insights into new product features.
Client Success Manager
October 2018 – October 2020
- Delivered high-touch support to Fortune 100 and 500 clients in banking, credit card, mortgage, and FinTech — managing C-suite and day-to-day stakeholder relationships simultaneously.
- Drove 15–20% annual revenue growth through targeted upsell and cross-sell strategies; maintained 100% logo retention across all client renewals.
- Led client onboarding and served as subject matter expert for PerformLine's Social Media Monitoring channel.
American Foundation for Suicide Prevention & OP3 Inc.
New York, NY
Senior Manager
July 2016 – October 2018
- Defined and tracked KPIs to measure team performance, forecast revenue, and assess retention health — driving a 386% YoY increase in participant engagement.
- Led project management and operational oversight for high-volume national events, managing cross-functional teams and external stakeholders.
Manager
January 2013 – July 2016
- Grew event revenue by 94% YoY and increased overall retention rate by 10% through data-driven outreach and conversion optimization.
- Analyzed participant data to increase lead conversions by 20%; applied health scoring to identify and re-engage at-risk participants.
- Scaled operations to a second event location while managing the first event to exceed $2M in net revenue.
Senior Walker Coach & Walker Coach (Consultant)
January 2011 – January 2013
- Integrated Google Analytics to optimize online marketing funnels; grew social media presence by 270%.
- Provided personalized support for 3,000+ participants including senior executives; converted participants into $10,000+ donors through relationship-based retention.
Education
Seton Hall University
Bachelor of Arts in English (Honors) | Bachelor of Science in Secondary Education
Core Competencies
CS Team Leadership & Coaching
Enterprise Account Management
Scaled / Tech-Touch Engagement
Account Health Scoring
Churn Prediction & Proactive Retention
Playbook & Process Development
QBRs & Executive Presentations
CRM & BI Analytics
Cross-Functional Collaboration
Onboarding & Product Adoption