Design and operate a digital-first customer success motion for SMBs: build automated lifecycle journeys, email and in-app campaigns, AI-enabled interventions, measure outcomes, define retention indicators, run scalable webinars, and collaborate with Product, Marketing, and Implementation to drive adoption and renewals.

Own commercial outcomes for a portfolio of accounting firm customers: drive retention, expansion, adoption, and ROI. Build success plans, forecast renewals, diagnose risk, lead executive reviews, and translate customer insights into product and revenue strategies while collaborating across Sales, Implementation, Support, Product, and Marketing.