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MoreProofExperience

From customer success to AI workflow development.

My work has moved from managing customer relationships and teams to building tools that help those teams work. Here's the role history and the projects behind that shift.

Active mandate · Jul 2026 — Present

Docebo logo

Senior GTM AI Solutions Lead

Docebo · GTM AI

Current mandate across GTM workflow agentification, rapid prototyping and validation, AI enablement, and governance

Current mandateOutcomes in progress

Agentify recurring GTM workflows with explicit controls, evaluation criteria, and operator checkpoints

Build rapid prototypes and validation frameworks that surface capability, risk, and readiness before rollout

Develop education and governance patterns that help GTM teams adopt AI systems with clear human accountability

Focus

GTM workflow agentification

Method

Prototype → validate → operationalize

Control

Education + governance

Mandate domains

Applied AI SystemsValidation FrameworksGTM EnablementAI Governance

Prior roles · 2018 — Jun 2026

Jan 2023 — Jun 2026

Manager, Customer Success

Docebo · Learning Management System

Focus

AI delivery + CS

Forward-deployed AI delivery across CS, RevOps, and post-sales operations

Scale $250M ARR org-wideTeam 15 members

  • Shipped 13+ production AI workflows supporting mandatory CS operations — from discovery through quality-gated deployment
  • Adapted Rod Cherkas's REACH framework into an account-scoring workflow across 1,200+ global accounts ($250M ARR org-wide), replacing manual account scoring with CRM-integrated outputs
  • Led 15-person team managing $70M ARR / 1,000-customer MidMarket segment — 88% renewal rate against 85% target, 76% expansion revenue increase
AI Systems DesignCustomer Success AITeam LeadershipData & Analytics

Jan 2022 — Dec 2022

Manager, Customer Solution Consulting

Docebo · Post-Sales Solution Consulting (SC Model)

Focus

Solution validation

Technical validation, implementation architecture, and customer solution design

Surface Enterprise post-salesMotion Architecture translation

  • Led enterprise solution validation — translated customer requirements into technical implementation strategy
  • Established repeatable post-sales solution consulting patterns that bridged architecture decisions to business outcomes
  • Partnered across engineering, sales, and CS to operationalize solutioning models and increase adoption
Solutions ArchitecturePost-Sales DesignCross-Functional Execution

Oct 2020 — Dec 2021

Senior Customer Experience Manager

Docebo · Customer Experience & Success

Focus

Enterprise retention

Strategic account management, retention, and expansion for enterprise clients

Motion Strategic consultingOutcome Health score lift

  • Managed strategic enterprise accounts, driving adoption, retention, and expansion across the platform
  • Built key account relationship frameworks that improved customer health scores and reduced churn risk
  • Collaborated with product and engineering teams to advocate for customer needs and influence the roadmap
Key Account ManagementStrategic ConsultingCustomer Health ModelingCross-Functional Advocacy

Jan 2020 — Sep 2020

Senior Customer Success Manager

Docebo · Customer Success

Focus

Enterprise health

Growth, retention, and overall health of large enterprise and corporate clients

Motion Playbook creationOutcome Time-to-value acceleration

  • Rehired to drive growth, retention, and overall health of Docebo's large enterprise and corporate clients
  • Established foundational customer success playbooks that scaled across the growing MidMarket segment
  • Partnered with sales to ensure smooth post-sale transitions and rapid time-to-value for new enterprise logos
Customer SuccessStrategic ConsultingEnterprise OnboardingRetention Strategy

Feb 2018 — Jan 2020

Manager, Customer Success

Seller Labs · Amazon Advertising & Analytics

Focus

Retention + expansion

Scaled retention, expansion, and adoption across SaaS products for Amazon sellers — opened first Software → Managed Ad Services triage path

Scale 19K, $5–$1,200/moTeam 22 cross-functional

  • Led CS execution across a scaled portfolio and built retention playbooks adopted team-wide across a 22-person cross-functional org
  • Drove expansion through consultative selling — opened the first triage path from Software-only customers into Managed Ad Services
  • Owned customer adoption strategy across the SaaS product suite — onboarding, training, and driving feature utilization
Retention StrategyPortfolio ManagementConsultative SellingCustomer Adoption

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