SaaS Customer Success & Sales leader with over 12 years of experience. Extensive background includes Customer Success & Sales P&L responsibility, management of all post-sale customer activities, and customer relationship building. Very passionate about growing and retaining customers while building repeatable, effective and efficient delivery organizations.
Currently serving as Senior Vice President, Customer Success at Marin Software, leading all post-sale activities (account management (renewals and expansion), implementation, customer training and Marketing, support, professional services and analytics) for a public company with approximately $100M in annual revenues. Primary focus on reduced revenue churn while the company attained highest historical revenue growth from existing customers, and maintained a gross margin of the business improved by ~ 15%.
In my current role, I am responsible for a 180+ person global customer service organization, with a focus on mentoring Customer Success, Professional Services, and Support Services teams focused on onboarding, adoption and utilization of Marin's SaaS based products for digital marketing.
I provide leadership and vision for the Client Services organization including customer and employee training, customer on-boarding, customer adoption, service automation, Professional Services, Customer Support, Account Management, Onboarding, renewals & expansion, Analytics, community self-service support and customer retention.
I lead a high performance team of customer success and technical services professionals, delivering a best in class customer experience that delivers immediate ROI to both small business and global enterprise customers.
I am responsible for the design, development and implementation of Marin's support vision globally, customer on boarding and adoption, account management, customer advocacy and retention programs.
Google AdWords Certified
Microsoft Adcenter Certification
Challenger Sales Training
Customer Success, Technical Support, Customer Service, Customer Satisfaction, Customer Care, Customer Retention, Support Delivery, Process Improvement and Re-engineering. Leadership of Professional Services organizations.
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