Summary
Empathetic and metrics-focused Customer Experience leader with 6+ years driving customer retention, Net Promoter Score (NPS) expansion, and community engagement for high-growth SaaS and consumer mobile platforms.
Experience
Head of Customer Experience
2022 – Present
Beacon Social Apps
- Scaled customer support and success department from 4 to 28 specialists across 3 time zones.
- Elevated CSAT rating from 82% to 96.4% while reducing first response time from 4.2 hours to under 18 minutes.
- Championed voice-of-customer feedback loops directly informing quarterly product roadmap priorities.
Senior Customer Success Manager
2019 – 2022
ZapFlow Technologies
- Managed portfolio of 85 enterprise accounts representing $6.2M in annual recurring revenue (ARR).
- Attained 118% net revenue retention (NRR) through proactive onboarding and strategic account expansion.
Education
B.A. in Communications & Public Relations
2019
University of Texas at Austin
Key Skills
Customer Success (CSM) • Zendesk & Intercom • CSAT & NPS Optimization • Community Building • Escalation Management • Team Mentorship • Retention Strategy