I've held senior roles, including Chief Customer Officer and Chief Operating Officer, with a proven track record of driving retention, revenue growth, operational efficiency, and GTM alignment in high-growth environments at B2B SaaS companies. My expertise spans customer enablement, strategic and financial planning, commercial leadership, and scaling global business operations.
Currently at Propeller Aero, I lead Customer Success, Support, Customer Education and Professional Services across the US, APAC, and Europe—driving adoption, retention, expansion, and customer lifetime value. I bring a hands-on, data-driven approach to streamlining operations, building strong cross-functional teams, and delivering real value to customers in fast-moving, high-growth environments.
Headline
Experienced B2B SaaS executive with over 20 years of leading and scaling global teams across Customer Success, Support, Account Management, Professional Services, Operations & Customer Education.
Experience
Chief Customer Officer
Propeller AeroJanuary 2025 - CurrentLead Customer Success, Support, Customer Education, and Professional Services across the US, APAC, and Europe, with a focus on product adoption, customer retention, value creation, and revenue growth.
Implemented AI-driven tools to scale 24/7 global support and leveraged native AI in Gainsight and Zendesk to improve service quality, reduce time-to-first-response, accelerate time-to-value, and lower service delivery costs.
Achieved 93% Gross Revenue Retention and 113% Net Revenue Retention, consistently meeting monthly and quarterly growth targets.
Earned a Net Promoter Score of 55 and the Business Intelligence “Excellence in Customer Service” award.
Chief Operating Officer
Propeller AeroAugust 2022 - December 2024Streamlined operations to achieve cash burn and margin targets while driving 35% YoY ARR growth and a 2.7:1 ARR-to-burn ratio.
Scaled Finance and Operations teams and improved financial modeling to support strategic planning.
Led bi-annual company-wide planning cycles, aligning business priorities with financial goals, implementing cross-functional OKRs, and ensuring accurate Board-level reporting.
Drove Executive Team alignment through structured weekly leadership meetings and annual offsites, and managed leadership performance in close partnership with the CEO.
Achieved 87% Employee Engagement score as part of CultureAmp’s annual survey.
Vice President, Customer Solutions & Vice President Customer Success
Propeller AeroJuly 2019 - August 2022Led the global Customer Solutions organization—including Customer Success, Support, Account Management, Professional Services and Data Success—across the US, Australia, Europe, and the Philippines, scaling from 35 to 80 employees in 18 months.
Implemented a three-tier service model, introduced self-service onboarding, and optimized CRM and support tools to drive efficiency.
Increased monthly active users by 52%, achieved 93% Gross Revenue Retention, 110% Net Revenue Retention and a Net Promoter Score of 53.
Implemented Gainsight and built structured customer lifecycles, playbooks, at-risk mitigation plans, and data-driven health scores with automated workflows.
Built automated renewal processes and improved Account Management workflows to achieve 90%+ on-time renewals and exceed expansion targets, with 60% of annual ARR attributed to revenue from the existing customer base.
Senior Director, Customer Operations
Return Path, Inc.October 2018 - May 2019Led global service operations for a 120+ person post-sales organization, designing and optimizing processes to support efficient, high-quality service delivery.
Project-managed the implementation of Gainsight across Customer Success, Support, Technical Account Management, Professional Services, and Onboarding—driving cross-functional alignment and adoption through structured training and change management initiatives.
Integrated customer data and workflows with Salesforce to improve visibility, reporting, and automation across the customer lifecycle.
Vice President, Services
SovrnOctober 2017 - October 2018Established and scaled Sovrn’s first Professional Services organization to support the digital advertising product suite and publisher network.
Built and led a team of 5 consultants delivering high-impact engagements focused on SEO optimization and revenue growth for publishers and content creators.
Generated $650K+ in new services revenue and retained $1.5M+ in existing ARR by driving measurable value for strategic accounts.
Director, Professional Services Operations
SS&C AdventAugust 2015 - June 2017Led operational strategy and functional execution for SS&C Advent’s 120+ global Professional Services organization, delivering $35M in annual revenue.
Oversaw P&L management, weekly revenue forecasting, and monthly financial reporting—improving forecast accuracy by 8%.
Chief of Staff to the VP of Professional Services: organized quarterly leadership offsites, drove cross-regional performance against revenue and utilization targets, and managed cross-functional strategic projects.
Managed a remote team of 4 business analysts, streamlining reporting workflows and enabling data-driven decision making across the practice.
Vice President, Data Marketing
Return Path, Inc.January 2015 - July 2015Launched a new Data Marketing function to support strategic data acquisition and product growth initiatives.
Led the development and go-to-market strategy for two consumer-facing apps, increasing monthly active users by 150% and accelerating adoption of the Context.IO API.
Collaborated cross-functionally with Product, Engineering, and Marketing to drive user acquisition, expand the data pipeline, and strengthen brand visibility for the core product suite.
Vice President, Professional Services & Senior Director Professional Services
Return Path, Inc.January 2008 - January 2015Scaled the Professional Services team from 2 U.S.-based consultants to a 20-person global practice across the U.S., Europe, and South America delivering data-driven solutions to clients across ecommerce, travel, financial services, publishing, and media.
Grew consulting revenue by 82% YoY with a 15% average profit margin, and increased product suite ARR by 25% through value-added service engagements.
Implemented NetSuite OpenAir and quality control processes to improve team efficiency and delivery consistency.
Drove 500+ inbound leads annually and increased website traffic by 30% through high-impact thought leadership, including a monthly ClickZ column, company blog posts and client-facing webinars.
Managed a $1.5M personal book of business while leading delivery for enterprise clients including Nokia, Netflix, and Starwood Hotels.
Developed new service offerings aligned with the evolving product suite, standardized SOWs and deliverables, and implemented customer satisfaction measurement processes to drive continuous improvement.
Your Skills
Technical Skills: Gainsight, HubSpot, Salesforce, ZenDesk, Intercom, Coda
Leadership Skills: Executive Team Leadership, Strategic Planning, OKRs, Hiring, Coaching & Professional Development, Team Building, Customer Retention, Cross-Functional Project Management, Remote & Onsite Management, P&L Management, NPS, Global Operational Efficiency, Budgeting & Expense Management, Data Analysis & Reporting, CRM Integration
Professional Interests
I’m seeking a fractional C-level role where I can apply my experience leading and scaling customer success, operations, technical support and account management teams at fast-growing startups. I specialize in building and scaling high-performing customer-facing teams, streamlining business operations, and aligning strategy to support rapid growth. I thrive in early-stage and Series A-C environments and enjoy helping founders lay the foundation for scalable, sustainable revenue.
