Customer Success Lead & Product Thinker
I turn customer signal into retention, expansion, and product decisions that stick — working in the space between the people using software and the teams building it.
For eight years I've sat with customers through onboarding, adoption, and renewal — and carried what I heard back into the roadmap. The best retention work I've done wasn't a save play; it was a product change that removed the reason to leave.
I translate messy, qualitative signal into decisions teams can act on: activation gaps, health-score leading indicators, the feature request behind fifty tickets. Part success leader, part analyst, part product partner — always accountable to the number at the end of the quarter.
30-day activation stalled at 44%; new accounts churned before ever seeing value.
Ran a drop-off analysis with product, redesigned the first-run checklist, and added milestone nudges.
Activation to 71%; first-90-day churn down 9 points.
Feature requests were scattered across tickets with no shared way to prioritize them.
Built a tagging and impact-scoring loop that fed directly into quarterly planning.
3 top-requested features shipped; NPS +14.
Enterprise renewals were slipping late in the cycle with little advance warning.
Stood up a leading-indicator health score and intervention plays owned by CS.
Gross retention 88% to 95%; $1.8M ARR saved.