Chief Customer Officer

Chief Customer Officer — Solstice Enterprise Software

Denver, CO | January 2024 – Present

• Directed customer success and support operations, scaling the global department from 12 to 28 professionals to sustain a 140% growth in enterprise client accounts over two years.
• Managed an annual customer operations budget of $1.8M, optimizing onboarding processes to reduce client implementation times by 26% and operational overhead by 15%.
• Led cross-functional client retention initiatives that successfully increased the corporate Net Promoter Score (NPS) from 42 to 64 and drove net revenue retention (NRR) to 116%.
• Implemented automated customer sentiment tracking workflows in Zendesk and Gainsight, reducing critical support escalation response times from 24 hours to 4 hours.

Director of Customer Success — Apex Client Solutions

Boulder, CO | July 2020 – December 2023

• Supervised a department of 8 customer success managers to support 85 enterprise accounts representing $14M in annual recurring revenue (ARR) while maintaining a 98% client retention rate.
• Redesigned the customer onboarding playbook for mid-market clients, decreasing average client time-to-value by 32% and reducing post-onboarding support tickets by 22%.
• Negotiated contract renewals and service level agreements (SLAs) with 15 corporate partners, securing $2.1M in account expansion revenue over a 12-month period.
• Collaborated with Product Management to resolve key platform friction points, decreasing customer onboarding churn by 18% and improving first-year user adoption metrics.

Customer success management, Net revenue retention (NRR), Customer onboarding, Customer Lifetime Value (LTV), Churn mitigation, Net Promoter Score (NPS), Budget forecasting, Vendor management, SLA compliance, Salesforce Service Cloud, Zendesk, Gainsight, HubSpot, Jira, Confluence

Enterprise Customer Success Digitalization

Role: CCO / Project Sponsor

Tools: Gainsight, Salesforce, Zendesk

Directed the 6-month migration of all customer touchpoints to Gainsight, finishing 2 weeks early and reducing onboarding drop-off rate by 28%.

Customer Journey Optimization Initiative

Role: Director of Customer Success

Tools: HubSpot, Jira, Salesforce

Led a cross-functional workflow redesign over 9 months, reducing average time-to-first-value by 35% and increasing year-one renewal rates by 12%.

• Certified Customer Experience Professional (CCXP) (2022)
• Certified Customer Success Manager (CCSM) (2021)

• Languages: English (Native), Spanish (Conversational)
• Volunteer Work: Mentor for Denver Tech Career Accelerator (2022-present)
• Availability: 4 weeks notice for executive transition