As a Senior Director who reported to the Executive Vice President, I • founded and scaled Avalara's first global Renewals Management organization, growing it from a concept to a 66 - person team across the U.S., UK, and India. The renewal management team manages a book of business • exceeding $920 million and serves over 43,000 customers. Customers average three contracts per account; therefore, the renewal team was responsible for about 120,000 renewals per year. Created a Renewal Operations team focused on forecasting quarterly and monthly renewals, achieving 96% accuracy. Oversaw a $920M recurring revenue portfolio and 120 , 000+ annual renewals, establishing renewals as a strategic growth driver. Increased Net Revenue Retention (NRR) from 98% to 105% through proactive renewal engagement and transparent quoting practices. I developed a first - of - its - kind pricing rubric to provide pricing advice to account managers based on renewal and account risk, which helped to prevent risk - based revenue churn by an estimated 32%. Reduced post - sales concessions by 88%, preventing ~$28M in churn. Generated $24M in expansion opportunities and drove a 49% improvement in renewal process satisfaction.

Vice President reporting to CEO, overseeing a 150% expansion in • organizational headcount while delivering transformational improvements in customer retention, with Net Revenue Retention (NRR) increasing from 93% to 107% and Gross Retention Rate (GRR) improving from 88% to 94%. Built and led the entire post - sales function, including customer success management, onboarding, training, customer support, community engagement, renewals management, and professional services. Launched the firm's first Digital Customer Success & Renewals model, leveraging Pendo and Intercom to create scalable, automated touchpoints. Resulted in a 20% lift in CSAT and higher - margin digital revenue retention. Founded and chaired the Customer Advisory Board, creating a direct CEO- and Board - level feedback channel with strategic clients. Insights drove product innovation, strengthened market positioning, and improved competitive differentiation. Sponsored and led a company - wide DEI strategy, elevating employee engagement and delivering a 52 - point increase in eNPS. Established leadership accountability frameworks, embedding inclusivity as a driver of culture and performance.

Built and scaled a global CS team spanning across LATAM, UK, and • APAC. Oversaw global customer engagement, retention frameworks, and renewal forecasting for a $62M+ ARR portfolio while positioning the organization for scale in rapidly growing international markets. Designed and implemented an enterprise - wide renewal strategy anchored in predictive health scoring, proactive success playbooks, and executive business reviews. Elevated net revenue retention from 87% to 97% in one year, establishing a foundation for long term recurring revenue growth. Instituted standardized use of NPS, CES, and CSAT as predictive • renewal signals, reducing churn from 11.9% to 4.4% and driving a 7% lift in customer retention. Delivered 24% revenue growth through upsell and expansion opportunities identified during renewal cycles. Partnered with the executive team to provide renewal and retention insights that improved revenue forecasting accuracy, directly influencing board - level strategic decisions and company valuation.

Managed $31.7M portfolio, achieving 90%+ renewal rate and 87% • adoption growth

• Partnered with Fortune 500 CIOs to achieve 34% ACV growth and $6M cost savings for KPMG Uncovered $8M in overspend for Duke University Health System •

Customer Satisfaction Boost, Increased customer satisfaction score by 29% within one, Achieved over $24M in expansion opportunities through strategic initiatives., CSC 24 in 2024 Designee, 2022 Top 100 CS Strategist, 2021 Future of SaaS MVP, Churn Prevention Reduced post - sales concessions by 88%, preventing approximately $28M in revenue leakage., Managed $920M portfolio, overseeing 120 , 000+ annual renewals successfully., APPEALIE SaaS Leader Award, CSC 23 in 2023 Designee