Career Summary
I started my career in the restaurant industry, not just working in it, but eventually co-owning my family’s restaurant. Running a business was a crash course in everything—customer service, operations, marketing, and problem-solving. Every day brought a new challenge, and I loved the fast-paced environment and the relationships built with both customers and the community. It taught me how to manage multiple responsibilities, adapt quickly, and always put the customer first—lessons that have stuck with me throughout my career.
From there, I moved into finance, first at Wells Fargo and later at Merrill Lynch. I was drawn to the challenge of understanding clients’ needs and helping them make decisions that would have a lasting impact. It was exciting to build trust with people and guide them through complex financial choices. I loved the strategic side of the job, but even more than that, I loved working directly with clients—making sure they felt supported, informed, and confident in the choices they were making.
That passion for relationships led me into sales and account management. At Comcast Business and SpotOn, I got to experience the full cycle of customer relationships—from prospecting and closing deals to onboarding and managing long-term success. I wasn’t just selling a product; I was helping businesses find the right solutions, maximize their investment, and stay ahead of their competition. It was incredibly rewarding to see businesses grow and know that I played a role in their success.
Now, in customer success, I get to do what I love most—helping businesses grow by making sure they get the most out of the products and services they use. I’ve worked with companies of all sizes, from small businesses to enterprise clients, and I’ve learned that the key to success is the same at every level: listen, understand, and find ways to create value. Every step of my career has led me to this, and I couldn’t be more excited to keep learning, growing, and helping customers succeed.
Working across healthcare, finance, hospitality, SaaS, and B2B has been an amazing journey. Each industry has taught me something new and helped shape who I am today. I love technology, and what drives me is knowing that I can help—whether it’s a company looking to maximize its investment or an end user needing guidance to make the most of a product. That’s what keeps me going strong every day.
Work History
Customer Success Manager
Kooth Digital Health | Dec 2023 – Present
- Increased total portfolio revenue by 15% through targeted upsells and cross-sells, surpassing company upsell targets by 5-10%.
- Managed 170+ enterprise & mid-market accounts ($8M ARR), reducing churn by 10%, exceeding the company benchmark of 5-7%.
- Used Gainsight analytics to identify at-risk accounts, improving health scores and boosting user adoption by 20%.
- Led conflict resolution strategies, working cross-functionally with product, support, and engineering teams to resolve escalations and improve customer satisfaction.
Senior Business Account Executive
Comcast Business | Oct 2022 – Mar 2023
- Managed a $1.5M book of business across mid-market and enterprise accounts, driving 95% retention, outperforming the company average of 88-90%.
- Owned the full customer lifecycle—from lead generation and acquisition to onboarding, ongoing support, and renewals.
- Developed custom engagement strategies using customer insights, helping drive higher renewal rates and product adoption.
- Partnered with engineering and support to reduce onboarding resolution times by 25%, improving client satisfaction.
Account Executive
SpotOn | Mar 2022 – Oct 2022
- Managed 100+ SMB clients, retaining 95% through structured onboarding, best-practice training, and proactive success check-ins.
- Owned end-to-end relationship management, including prospecting, closing deals, onboarding, and post-sale support.
- Used Gainsight metrics to identify underutilized product features, leading targeted adoption campaigns that increased usage by 15%.
- Streamlined client communication to reduce invoice disputes by 20%, improving payment cycle efficiency.
Customer Success Manager
Merrill Lynch | Aug 2020 – Mar 2022
- Managed a $500M+ portfolio, driving a 20% increase in user adoption through strategic QBRs and data-driven engagement.
- Collaborated with product teams to align compliance updates and user needs, reducing risk escalations by 30%.
- Developed standardized success templates and playbooks, streamlining client training and improving retention best practices.
Early Career Summary (2010 – 2020)
- Wells Fargo – Strengthened client relationships and exceeded sales targets through personalized solutions and consultative engagement.
- Hilda’s Coffee Shop (Co-Owner) – Increased revenue by 25% through process improvements, local marketing strategies, and operational efficiency.