Strategic Customer Experience, Implementation & Success Leader | SaaS | Retention & Growth | AI-Powered CX

 

Accomplished Customer Experience & Success Leader with a proven track record in customer success, implementation, customer support, and CX strategy across SaaS and enterprise organizations. Passionate about driving retention, onboarding excellence, and scalable support operations that enhance customer engagement and business growth.

 

With expertise in end-to-end customer journey design, I have led teams to achieve 91%+ renewal rates, 20%+ increased adoption, and 54% CSAT improvement through strategic onboarding, AI-driven automation, and proactive customer engagement frameworks. Adept at developing customer success strategies, implementation roadmaps, and multi-channel support models that optimize customer experiences while improving operational efficiency.

 

A collaborative leader who partners with Product, Engineering, Sales, and Marketing to translate customer insights into actionable improvements. Experienced in building and scaling customer support teams, optimizing self-service solutions, and leveraging AI & automation to reduce friction in the customer journey.

 

Key Focus Areas: 

 

Customer Experience (CX):

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Journey Mapping & CX Optimization |  AI-Powered CX Automation |  Customer Insights & Personalization |  Data-Driven Engagement Strategies |  Customer Communication Frameworks |  Multi-Channel Support

 

Customer Success & Retention:

 

 Strategic Onboarding & Adoption |  Renewal & Expansion Strategies |  Churn Prevention & Risk Mitigation |  Customer Health Monitoring |  SaaS Success Metrics & Data Analytics |  Customer Feedback Loops

 

Customer Support & Implementation:

 

 Scalable Support Models |  AI-Driven Self-Service & Chatbots |  Service Process Automation |  Incident & Escalation Management |  Support Team Leadership & Development |  CRM & Workflow Optimization

 

Technology & Operations:

 

 HubSpot, Salesforce, Zendesk |  Data Analytics & CX Metrics |  AI & Automation for CX & Support |  CRM Optimization & Automation |  SaaS Implementation & Product Adoption |  OKRs, KPIs & Forecasting (*see link above for additional technical skills)

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I am an accomplished customer experience and operations leader with extensive experience in project management and customer success.  I have successfully managed multiple IT, curriculum, and CRM projects, including customer journey enhancements and CRM automation, to improve operational efficiency and customer experience. As a leader in process improvement, I created new support models and achieved a 90% retention rate by developing effective communication plans and retention practices. Additionally, I have served in strategic roles such as Product Liaison and Customer Sales Liaison, contributing to revenue growth and customer engagement. I hold a Master's Degree in Educational Technology from the University of Texas, where I was certified as a Master Technology Teacher, and a Bachelor’s Degree in General Studies with a specialization in English from Texas A&M University, where I graduated Cum Laude.