VP of Customer Experience
Lakeshore SaaS Group · Chicago, IL
2021 · Present
Built CX org (Support + Success + Community) from 18 to 55 people across US/EU
Cut logo churn 22% YoY by launching health-score playbooks and executive business reviews
Raised NPS from 31 to 54; cut first-response time from 6h to under 45m
Owned $4.2M CX budget; partnered with Product on top-10 friction themes each quarter
Director of Customer Success
Midwest Cloud Platforms · Chicago, IL
2017 · 2021
Led CSMs for mid-market book (~$28M ARR); hit 108% net retention two consecutive years
Rolled out onboarding journeys that cut time-to-value from 60 to 28 days
Hired and coached 12 CSMs; built ramp curriculum still used company-wide
Customer Support Manager
Prairie Digital Agency · Evanston, IL
2013 · 2017
Ran 10-person support team for 200+ agency clients; maintained 97% CSAT
Introduced ticket taxonomy and macros that cut average handle time 18%