Summary
Strategic Customer Success & Product Leader with 5+ years owning the full post‑sales lifecycle for B2B SaaS. Proven record of guiding Enterprise customers—from hands‑on developers to C‑suite—through onboarding, adoption, renewals, and expansion. Drives 85 % faster time‑to‑value and ~92 % retention across $5 M+ ARR portfolios by translating technical concepts (CI/CD, API integrations) into business outcomes and scalable processes.
Experience
Sourcemap – Senior Product Manager
06/2022 – Present | Remote (US‑East)
Global supply‑chain SaaS (20k+ enterprise & supplier users)
- Primary post‑sales owner for top 15 enterprise logos (>$3.2 M ARR). Crafted outcome‑based success plans, KPI dashboards, and quarterly executive business reviews, delivering 97 % logo retention, 118 % NDR, and clear C‑suite ROI storytelling.
- Led white‑glove onboarding for Fortune 500 customers, cutting time‑to‑first‑value from ~90 → ~14 days by introducing a structured onboarding process and self‑serve product enablement material.
- Acted as Voice of the Customer—triaged 200+ technical issues with Product, Engineering, Solutions Eng & Support, prioritizing roadmap features that cut support tickets by +35%.
- Partnered with Sales to identify expansion whitespace; drove $850k upsell through packaging and compliance add‑ons.
Acquire.io – Customer Success Manager & Product Manager
02/2021 – 06/2022 | Remote (US‑East)
- Managed a mix of 40+ enterprise & SMB accounts in CX automation space, owning renewals and growth; renewed $500k ARR during a major product rewrite.
- Designed a self‑serve onboarding academy, boosting feature adoption by 30% and shrinking onboarding effort by 60%.
- Introduced a health‑score framework (usage, NPS, support SLA) that surfaced at‑risk accounts 4 weeks earlier, improving retention by 10 %‑points.
Quadmark (Google Account) – Instructional Designer / Account Manager
06/2018 – 03/2020 | London / Remote
- Built a 24‑part global certification program for Google channel partners (1.5M+ completions, NPS 92).
- Collaborated with engineers to refine platform UX, test logic, and localization in 15 languages, ensuring consistent global rollout.
Earlier Roles
- Principal Researcher, CHIRP Maritime Trust – Led behavioral studies adopted as global safety guidelines.
- Volunteer PM, Connective Realities – Led 10 engineers building gamified learning platform.
Education
University College London | Bachelors of Arts and Sciences (09/14-05/18)
Primary foci: Behavioural science and technology impact (3.9 GPA eq)
Hitotsubashi University | Tokyo JP | (09/16-06/17)
Primary foci: Economics, international relations and globalisation