I keep customers in orbit.
For 11+ years my work has been what happens after a client says yes: making sure they get the result they came for, so they stay and grow. That means guiding the relationship, working out what each request really needs, and shaping the product and the team that deliver it, with systems or AI when the goal calls for it.
It all comes back to the client's goal.
The client
Selling, renewing, onboarding and the hard conversations. 11+ years of it, from 24/7 support floors to global accounts worth $1.5M+ a month.
The product
Clients say what they want. The real job is working out what they need. A computer engineering degree helps: turning a request into a clear spec, knowing what's realistic, and agreeing with engineers on what ships first. At Kodara, most of what we've built or changed since June started as my idea.
The team
Then the people around it: who owns what, how work moves, which playbooks they run. That's meant leading a 150-person operation, and now the team that delivers for Kodara's clients.
What it added up to
Monthly revenue from the customer accounts our division looked after.
Customers lost per quarter (churn), kept low with an early-warning health score we built.
Average review score on G2, Trustpilot and Clutch, out of 5.
Added each quarter, up to $300K, by selling more to customers we already had.
People in the largest team I ran, around the clock.
We usually start with a problem and leave a system.
The whole build-and-launch process lived with the founder.
Our team now owns delivery, from build through launch and support.
Onboarding was manual, slow and depended on one person remembering everything.
A repeatable, partly automated onboarding process the whole team can run.
Customer success mostly meant reacting to tickets and putting out fires.
A practice built around account health: we saw risk coming, stepped in early, and turned healthy accounts into $100K–$300K of growth each quarter.
No shared playbook for how customer success should work.
The company's first customer success framework, co-built with the VP, with health scores and retention playbooks.
Account managers and project managers stepping on each other.
Written procedures for who owns what, and one clear path for clients to raise big issues.
One-off projects that ended when the invoice was paid.
Long-term client relationships, with account management involved from the first meeting.
150+ agents working from one office when the pandemic hit.
The company's first large-scale move to working from home in Mexico, with no break in 24/7 service. The other Mexico sites copied the playbook.
Where I've done it
What I did at each company. Open a role to see the details.
May 2026 – now
Client Success Manager
Kodara
Kodara builds AI coaching and sales products for clients. I own their results: the relationship, what gets built, and the team that delivers it.
Client Success Manager
Kodara builds AI coaching and sales products for clients. I own their results: the relationship, what gets built, and the team that delivers it.
- 1Took over the full build-and-launch process from the founder and hand-picked my team. We now own the last 90% of every build, the launch and ongoing support.
- 2Own each client from the first onboarding call: their offer, their marketing plan, weekly updates, and the hard calls on refunds and retention.
- 3Shape the product. Since June, most new features and changes started as my ideas, built from what clients actually need.
- 4Automated onboarding. Call transcripts import on their own and become first drafts of each client's plan, so the team edits instead of starting from zero.
- 5Designed and built in-house AI toolkits, including a video editing studio, a marketing ops toolkit and an image studio, now used by people across the company.
- 6Test our AI coaching agents before clients see them, with scripted test runs that check every answer.
- 7Build the growth side for clients: sales funnels, Meta ad targeting and AI avatar video ads.
- 8Keep the handoff from sales clean, so nothing a client was promised gets lost.
Oct 2024 – Apr 2026
Account Manager
Plan A Technologies
Turned one-off consulting projects into long-term clients.
Account Manager
Turned one-off consulting projects into long-term clients.
- 1Owned the client relationship on technical consulting work, and turned short audits into long-term build contracts.
- 2Kept business analysts and engineers unblocked so 100+ page roadmaps shipped on time and as promised.
- 3Wrote the company's first procedures for who owns what between account and project managers, with one clear path for escalations.
- 4Senior contact for 20 client accounts, reporting project health straight to the Chief Delivery Officer.
Jul 2020 – Apr 2024
Director of Global Customer Success
Helpware
From individual contributor to one of two global directors in under four years.
Director of Global Customer Success
From individual contributor to one of two global directors in under four years.
- 1Led the small business and emerging enterprise divisions, $1.5M+ in monthly revenue across North America, Europe and Asia.
- 2Co-built the first customer success framework with the VP: health scores and retention playbooks that kept churn under 5% a quarter.
- 3Moved the team from waiting for problems to reaching out first, adding $100K–$300K each quarter from existing customers.
- 4Worked with leadership to lift the company's review scores from 3.0 to 4.5 on G2, Trustpilot and Clutch.
- 5Led 2 account managers directly and coached 8 operations managers and 20 team leads worldwide.
Jul 2018 – Jul 2020
Operations Manager
Alorica
Ran a 150+ person operation through the move to remote work.
Operations Manager
Ran a 150+ person operation through the move to remote work.
- 1Promoted within a year to run one of the site's largest programs, 150+ agents serving US clients.
- 2Owned the program's budget and profit while hitting strict service targets.
- 3Led the company's first mass move to working from home in Mexico in 2020, joining every IT call to keep a 24/7 operation running. The other Mexico sites then copied the playbook.
- 4Coached 15+ supervisors and team leads, and worked daily with HR, training and quality to bring new hires in smoothly.
Click a role to see the details.