Skills & Expertise

Managing strategic accounts with $1M+ ARR, building executive relationships, and driving business outcomes

Developing and executing customer success plans aligned to business objectives and measurable outcomes

Leading executive-level QBRs that demonstrate value, align on goals, and identify expansion opportunities

Building and operationalizing health scoring frameworks using product usage, engagement, and sentiment data

Driving renewal processes, negotiating contracts, and achieving 95%+ gross retention rates

Identifying and executing expansion opportunities to drive net revenue retention above 110%

Reducing cloud spend through rightsizing, reserved instances, and architectural recommendations

Cost management, billing analysis, and optimization across EC2, S3, RDS, and other AWS services

Cost analysis and optimization for Azure compute, storage, and platform services

Basic cost management and billing analysis for Google Cloud Platform

Implementing FinOps operating models including tagging, showback, and cost allocation

Establishing policies and guardrails for cloud resource provisioning and cost control

CRM administration, reporting, and workflow automation for customer success operations

Customer success platform configuration, health scoring, and journey orchestration

Building dashboards and reports for customer health and business metrics

Project management and cross-functional coordination for customer initiatives

Querying databases for customer usage analysis and reporting

Leading initiatives across Product, Engineering, Sales, and Support teams

Presenting to C-level stakeholders and translating technical concepts to business value

Building scalable playbooks, frameworks, and operational processes

Coaching and developing junior CSMs on best practices and career growth

Using metrics and analytics to inform strategy and measure outcomes