Customer Success • Implementation • Customer Operations
Leadership that improves retention, delivery, and scalable execution.
I lead customer-facing organizations in enterprise SaaS and regulated environments, combining people leadership, operational discipline, and hands-on delivery expertise to improve business and customer outcomes.
Sarasota, Florida • Remote leadership roles
Leadership scope
Customer Success, Implementation, Enablement & Program Operations
Environment
Enterprise SaaS, healthcare technology, federal and regulated operations
Proven impact
Measurable operating results
About
Customer leadership grounded in execution.
At Promptly, I established the Implementation function, then transitioned to build and lead Customer Success. I created the delivery frameworks, operating standards, team structures, escalation processes, and lifecycle practices required to scale both functions.
My recent work included full people-management accountability, enterprise customer operations, executive escalations, customer health and risk programs, implementation governance, support transformation, and cross-functional release readiness.
I also created and led cross-platform release-validation efforts across desktop, iOS, Android, tablet, and EHR environments, consolidating defects and coordinating with Product and Engineering before customer rollout.
Core capabilities
Where I create value
Customer Success
Retention, customer health, executive escalations, lifecycle operations, team leadership and service performance.
Implementation
Delivery governance, configuration, testing, UAT, training, launch readiness, go-live and stabilization.
Enablement
Role readiness, playbooks, knowledge systems, technical training, coaching and repeatable frontline execution.
Regulated Operations
Controls, documentation, risk management, traceability, audit-sensitive execution and operational continuity.
Career highlights
Leadership across SaaS, technology, and regulated operations
Customer Success Team Manager
Built Customer Success from zero to an eight-person customer-facing team with responsibility for hiring, onboarding, coaching, performance management, staffing, and corrective action. Reduced churn 18% year over year, cut resolution time 40%, reduced backlog 30% within 90 days, and improved first response from 24+ hours to under two hours while sustaining approximately 95% CSAT.
Implementation Specialist → Senior Specialist → Team Manager
Established the Implementation function, including delivery processes, SOPs, hiring, training, partner readiness, team development, and succession planning. Reduced onboarding from more than ten weeks to approximately six weeks and led hundreds of configuration, testing, training, UAT, and go-live sessions across major EHR environments.
Systems Trainer & Technical Integration Team Lead
Directed a complex PMS migration and technical enablement program across more than 900 hotel properties, achieving 100% adoption with zero critical failures.
Supervisory Trusted Agent
Directed federally regulated credentialing operations processing more than 5,000 secure credentials annually, maintained 100% DHS/FBI compliance with zero breaches, and reduced processing time 38%.
Founder & CEO
Built and operated a profitable digital subscription platform serving more than 20,000 members, with responsibility for P&L, technology, customer retention, platform operations, and growth.
Operations Manager
Directed a 350-person workforce and improved client retention 22% through stronger operating controls and service delivery.
Contact
Open to senior leadership opportunities.
Customer Success, Implementation, Customer Operations, Enablement, and regulated program operations.