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Professional Experience

Customer Success across the lifecycle, and the playbooks I built to make it repeatable.

Career Highlights

Grew Book of Business ACV 6x Took signed annual contract value across my book from $15.6K to $93.6K. The largest client, a multinational construction and infrastructure employer, anchored the growth with a two-year agreement built on relationships with both its executives and the end users on the platform.

Helped Build a Customer Success Function from Zero As an early CS hire in a 0 to 1 environment, wrote the Sales to CS handoff playbook, onboarding project plans, success plans, and CSAT survey workflows, giving every new customer a clear path from kickoff to launch and the team a repeatable feedback loop.

Doubled Monthly Active Users Drove a 2x increase in MAU through a steady rhythm of kickoffs, product trainings, QBRs, and webinars across enterprise, SMB, nonprofit, and PEO accounts, while reporting adoption metrics across a book of 20+ accounts.

Turned Webinars into Activation Ran recurring webinars that converted 24% of sign-ups into completed profiles, one of the company's key usage metrics, by translating retirement terminology and platform features for non-technical audiences.

Built the Voice of the Customer Stood up CSAT survey workflows across in-app and email channels with post-ticket triggers and account mapping, designed user research instruments, and tracked MAU, CSAT, and NPS to flag at-risk accounts for product and leadership.

Prototyped Product with AI Used Claude Code to prototype a customer reporting UI and deliver proofs of concept to executive leadership, and partnered with engineers to ship v1 analytics dashboards in Kibana and Google Analytics.

A Decade of Relationship Stewardship Before SaaS, managed a portfolio of donor relationships for ten years in nonprofit leadership, growing annual revenue year over year and owning a $60K budget reviewed with the board each quarter.

Customer Success Programs I've Built

Customer Success runs on repeatable systems. These are the ones I designed and shipped as an early CS hire at 3Nickels / GuidedChoice, so each new rollout went smoother than the last.

Sales to CS Handoff

Structured transition from closed deal to kickoff that raised new-client activation.

Onboarding Project Plans

Setup, training, and launch milestones that cut missed dependencies across concurrent rollouts.

Success Plans and Renewals

Account goals tied to recurring QBRs, keeping key clients on track from adoption through renewal.

CSAT Survey Workflows

In-app and email surveys with post-ticket triggers and account mapping.

Training and Webinar Programs

Kickoffs, Lunch & Learns, and webinars built for non-technical audiences.

Adoption Baselines

UTM tagging and v1 dashboards in Kibana and Google Analytics to measure outcomes.

Work History

3Nickels / GuidedChoice

04/2025 to 03/2026

Client Success Specialist • Remote

Retirement advisory and financial wellness platform sold B2B2C: employers and partners buy it, employees and members use it.

Early CS hire who owned the post-sale lifecycle across enterprise, SMB, and individual customers.

  • Owned onboarding for a book of 20+ SMB to enterprise accounts, guiding customers through platform setup, training, and adoption while keeping multiple rollouts on schedule.
  • Expanded a high-value account from $15.6K to $93.6K in annual contract value by building relationships with both executives and end users, growing the book 6x and landing a two-year agreement.
  • Facilitated kickoff calls, product trainings, QBRs, and webinars that led to a 2x increase in MAU, translating platform functionality and retirement terminology for non-technical audiences.

Owens Wood Products

07/2023 to 02/2025

Office Manager • Reno, NV

  • Led implementation of a new CRM that improved order fulfillment and created more consistent service across accounts.
  • Coordinated internal handoffs and customer communication in a fast-paced operations environment, staying responsive through ongoing transitions.
  • Tracked customer activity and service details to support organized follow-through and flag issues before they escalated.

Nevada House of Prayer

01/2015 to 02/2025

Co-Director • Reno, NV

  • Managed a portfolio of donor accounts over a ten-year tenure, sustaining communication, relationship continuity, and long-term account stability.
  • Grew annual revenue year over year through strategic outreach, follow-up cadences, and relationship stewardship.
  • Onboarded and retained new participants over a decade, building the relationships and follow-up rhythms that turned first-time attendees into committed, long-term supporters.

Product and AI Experience

  • Contributed to the onboarding redesign: a shorter flow, immediate advice, and progressive data collection, with flow charts for the onboarding and sign-up redesign.
  • Prototyped the UI for a client reporting feature and used Claude Code to deliver proofs of concept to executive leadership.
  • Collaborated with engineers to ship v1 analytics dashboards in Kibana and Google Analytics, and helped implement Partner Portal reporting updates to answer client dashboard requests.

Built this portfolio site with Claude Code to show the same approach: prototype fast, then ship.

Case Studies

How I work

Frameworks I Use

The frameworks I lean on to understand customers, run experiments, and improve processes.

Continuous Discovery

Teresa Torres' Opportunity Solution Tree for connecting customer needs to the solutions worth building.

Customer research

Lean Product Development

User stories, PRDs, and small releases measured against a baseline.

Product

Six Sigma DMAIC

Define, measure, analyze, improve, and control for process problems.

Process improvement

StoryBrand

Clear, customer-first messaging for trainings, emails, and help content.

Communication

First Principles Thinking

Breaking a problem down to what is known before reaching for a playbook.

Problem solving

Things I've Built

Prototypes and tools I've built myself, mostly with Claude Code.

This portfolio site Designed and built with Next.js, Tailwind CSS, and Claude Code, including the component library on the home page.

Client reporting prototype A UI prototype for a client reporting feature at 3Nickels, delivered to executive leadership as a proof of concept.

Onboarding and sign-up redesign flows Flow charts that mapped the shorter onboarding flow, immediate advice, and progressive data collection.

v1 analytics dashboards Kibana and Google Analytics dashboards shipped with engineering, backed by UTM tagging and QA checklists.

Skills

Client Onboarding and Implementation | Scalable Training and Enablement | CS Playbooks and Documentation | Book of Business Management | QBRs and Executive Reviews | AI-Assisted Workflows | Adoption and Engagement Analytics | Voice of the Customer | Project Coordination

Software, Platforms, and Tools

Analytics and Reporting Kibana | Google Analytics | UTM tracking | CSAT and NPS surveys | Custom dashboards

Workspace and Planning Notion | Asana | Monday.com

CRM and Email HubSpot | Mailchimp

AI and Prototyping Claude | Claude Code | VS Code

Education

University of Nevada, Reno | Bachelor of General Studies, 05/2018

Want to dig deeper?

I'm happy to walk through any of these numbers, case studies, or playbooks on a call.

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