Customer Experience Leader · San Francisco Bay Area
Building the teams, systems, and strategies that turn customers into advocates and revenue into growth.
Building and scaling distributed CS organizations: CSMs, Account Managers, L&D, and Support, aligned across Product, Sales, and Executive leadership.
Owning the end-to-end customer journey from pre-sales engineering and coordination through onboarding to renewal, with standardized workflows, health scoring, and proactive retention playbooks.
Pioneering productized AI service delivery frameworks that unlock new revenue streams and let teams focus on high-value strategic work.
Consistently exceeding renewal and ARR targets through expansion of professional services, upsell identification, and customer health improvement.
Translating customer insights into roadmap priorities, bridging the gap between what customers need and what Product builds next.
Designing scalable onboarding frameworks including the company's largest ARR state-level deployment, ensuring fast time-to-value for new customers.
Decision Lens powers enterprise and federal portfolio decision-making, giving leaders the data and frameworks to justify, defend, and optimize high-stakes investment decisions across billions in managed budget.
Over 10 years and five progressive roles, I built and led the customer organization responsible for ensuring those leaders actually realized that value. From onboarding the company's largest state-level deployment to pioneering an AI-enabled service delivery framework, my work translated platform capability into measurable outcomes: driving 90%+ renewal rates, exceeding ARR targets, and scaling a team that became the connective tissue between what customers needed and what the product became.
John Muir Health stands at the forefront of regional healthcare. Two hospitals, 90 practice sites, and over 1,000 physicians delivering nationally recognized outcomes across clinical excellence, patient safety, and comprehensive community care.
As a member of the IT PMO, I managed a portfolio of cross-functional technology initiatives across this $2.5B health system. Designed and implemented a project intake and prioritization framework for agency governance. Developed a from-scratch PMO practices handbook, improving delivery methodologies, metrics and reporting to generate over $2M in revenue impact across the organization.
With more than 135 years of industry leadership, Swinerton combines national scale and deep local expertise to deliver complex, high-impact construction projects that shape skylines and strengthen communities across the United States. A 100% employee-owned firm built on innovation, safety, and sustainable practice.
As IT Project Manager, I led cross-functional technology initiatives across headquarters and national branch offices for this $5B firm. I established foundational PMO processes, methodologies, and project artifacts from the ground up, improving governance and delivery consistency enterprise-wide. Managed vendor RFPs, contracts, and delivery oversight across Business Development, HR, Finance, and IT.
Maintained as Director of CS for SLED customers
Surpassed ARR goals through professional services expansion
Lifetime value managed for a single strategic enterprise account
Continuously progressive roles from Manager to Director
Customer success lives at the intersection of technology and advocacy. The decade that built that belief started earlier, in IT project management, where no rollout succeeded on technical merit alone.
It's a company strategy, not a department. My approach centers on building systems that scale: automating the repetitive, empowering teams to focus on the human work that actually moves the needle.
I've spent a decade at the intersection of technology, people, and revenue, translating customer reality into product direction, and product capability into outcomes that renew and expand.
The best CS organizations feel inevitable to their customers. That's what I build.