Company name: FOSSA

Company size: 70 employees

Role in this company: • Turnaround: Rebuilt Customer Success from the ground up. Lifted gross retention from below 70% to the mid-80s, preserving approximately $1.2M in ARR through proactive account planning and restructured renewal processes • Expanded scope: Took on Support, Pre-Sales Engineering, and Technical Services after the company pivoted strategy and consolidated all technical field functions under one leader • AI-driven efficiency: Cut $600K in annual operating expenses by introducing AI-native platforms

Company name: People Data Labs

Company size: 50 employees

Role in this company: • Greenfield build: Scaled team from 3 to 14, adding CSMs, Customer Success Engineers, and a dedicated Solutions Engineering team to support complex data implementations. • Revenue impact: CS contributed approximately 33% of 2021 revenue. Supported 100% ARR growth. • Series B catalyst: Developed churn forecasting and ARR tracking in Salesforce that directly supported a $45M Series B raise at $330M valuation.

Company name: Kentik

Company size: 50 employees

Role in this company: • Built from zero: Designed the company's first CS organization. Implemented Salesforce Service Cloud and Guru for knowledge management. Built headcount model mapped to account tier and need, then hired and coached 10+ specialists for global coverage. • Growth engine: CS drove 20%+ of ARR growth via expansions and upsells, peaking at 50% in key quarters. • Retention: Maintained 90%+ gross retention with full P&L ownership. Achieved 0% voluntary attrition.