I am a Customer Success Manager with nearly 10 years of experience across enterprise customer success, SaaS account management, technical support, operations leadership, and customer engagement.
I currently manage 70 enterprise SaaS accounts in a UCaaS environment at RingCentral, representing approximately $6M in monthly recurring revenue. My work covers customer onboarding, product adoption, retention, churn risk mitigation, stakeholder management, Executive Business Reviews, escalation handling, renewals support, and account expansion.
Before RingCentral, I built my foundation with Concentrix on the Intuit account, progressing from Technical Support Representative to Supervisor and Team Leader. I supported QuickBooks POS, Merchant Services, Online, and Desktop products, handled billing and account concerns, supported frontline teams, coached agents, tracked KPIs, and led performance improvement initiatives across customer support and sales operations.
I can help your business with:
- Enterprise customer success management
- SaaS and UCaaS account management
- Customer onboarding and product adoption
- Customer retention and churn reduction
- Executive and stakeholder communication
- Customer escalation resolution
- Renewal and expansion support
- KPI tracking, reporting, and process improvement
- Team leadership, coaching, and QA performance management
- Technical support, billing support, and account operations
Tools and platforms I have worked with include RingCentral/UCaaS environments, QuickBooks product lines, Salesforce, Slack, Microsoft Teams, Zoom, Google Workspace, Microsoft Office, Outlook, Gmail, Amazon Connect, LivePerson, Cresta, Appstream, and billing/account support tools.
I am best suited for roles such as Customer Success Manager, Account Manager, Customer Success Project Manager, Client Success Specialist, SaaS Support Lead, Operations Lead, or Customer Experience Team Lead.
