Experience

Customer-facing AI solution design, technical validation, and production delivery.

Role history centered on forward-deployed execution: translating customer context into architecture, implementation, and measurable business outcomes.

01

How I Work

A repeatable system, not a one-off approach.

Every engagement follows the same four-phase operating rhythm — from ambiguous problem to production delivery.

01

Discover

Requirements → clarity

02

Design

Blueprint → guardrails

03

Deliver

Build → operational

04

Refine

Measure → improve

02

Career Timeline

Roles that connect customer context to technical execution

Each role demonstrates a repeatable pattern: clarify requirements, architect delivery, then operationalize outcomes.

Active · Jan 2023 — Present

Docebo logo

Manager, Customer Success

MidMarket

Docebo · Learning Management System

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

$250M

ARR org-wide reach

13+

production AI agents

90%+

churn-risk accuracy

15

person team led

Shipped 13+ production AI agents supporting mandatory CS workflows — from discovery through quality-gated deployment

Authored REACH scoring methodology across 1,200+ global accounts ($250M ARR org-wide), replacing manual account scoring with CRM-integrated outputs for engagement, risk, and expansion

  • Built transition readiness workflows synthesizing Salesforce, Gong, Zendesk, and Totango signals — 90%+ accuracy in churn risk identification across $70M ARR portfolio
  • Led 15-person team managing $70M ARR / 1,000-customer MidMarket segment — 88% renewal rate against 85% target, 76% expansion revenue increase

Focus

AI delivery + CS

Scale

$250M ARR org-wide

Team

15 members

Skills Applied

AI Systems DesignCustomer Success AITeam LeadershipData & Analytics

Prior Roles · 2018 — 2023

Jan 2022 — Jan 2023

Manager, Customer Solutions 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 — Oct 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 (15 Support, 3 CSM, 2 AM, 1 PM, 2 Eng)
  • Drove expansion through consultative selling — opened the first triage path from Software-only customers into Managed Ad Services, creating a new revenue stream
  • Directed all customer education, knowledge base, and Seller Labs University — scaling self-service adoption and reducing inbound ticket volume
  • Led bug triage and backlog alongside core engineering — prioritizing customer impact and resolving escalated issues via backend scripting
  • Owned customer adoption strategy across the SaaS product suite — onboarding, training, and driving feature utilization to reduce churn risk
Retention StrategyPortfolio ManagementExecutive GuidanceConsultative SellingCustomer Adoption+2 more

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