Director of Customer Success · Up to $36M Portfolio · Chicago
I build teams that help enterprise customers adopt software, see its value, and grow their partnerships. My background spans 19+ years in customer-facing technology, including 12+ years in legal tech and eDiscovery.
Government, SLED & litigation service providers
April 2025-June 2026
Across multiple measured quarters
To SaaS, with zero attrition
Reveal Data·Relativityformerly kCura
Accenture·The Scotts Miracle-Gro Company
Selected outcomes
Turned a $200K contract-overage escalation into an expanded multiyear agreement by aligning stakeholders around usage, business value, and future needs.
Built a goals and account-planning framework for the entire Customer Success team and all customers. The current focus is applying it to the top 100 accounts by ARR, connecting customer goals, stakeholders, adoption, risk, and renewal readiness.
Led onboarding and matter migrations across an enterprise law-firm portfolio. Owned retention and expansion for 61 firms, including three Am Law Top 20 firms, across four products and $9.4M in renewable revenue.
Managed team leads and two enterprise support teams with up to 13 direct reports at Relativity. Supported organizations representing 200,000+ global users, achieved 99.5% SLA compliance and 99% CSAT, and partnered with Engineering to reduce a 500+ defect backlog by 40% in under a year.
Leadership approach
Strong Customer Success teams need good judgment and a clear operating rhythm. I build both. Teams know what matters, customers understand the value, and leaders can act before small problems grow.
Bring customer goals, stakeholders, adoption, and risk into one account plan. Use health reviews and clear ownership to turn that plan into action.
Make adoption, risk, and outcomes clear to executives. Strong value stories build trust and support the right commercial decisions.
Give team leads and individual contributors practical coaching, clear expectations, and regular feedback. Build standards that help people take ownership and grow.
Career progression
19+ years across customer-facing technology, including more than 12 years in legal tech and eDiscovery. A career built across support, operations, and Customer Success.
Reveal Data
Lead a team of up to six, including two Director-level individual contributors, two CSMs, and two Associates. Set the engagement and adoption strategy for government, SLED, and litigation service providers; partner with Sales and Renewals on growth and renewal readiness.
Reveal Data
Owned a $9.4M portfolio of 61 enterprise law firms across four products. Delivered $224K+ in expansion and 100%+ NRR for three consecutive quarters before promotion to Director.
Privately Owned Business (Now Sold)
Managed customer service and operations across two e-commerce sites. Implemented inventory and international-shipping integrations that reduced postage costs by 30%.
The Scotts Miracle-Gro Company
Reduced order-monitoring time by 58% through order-lifecycle KPIs and Salesforce Commerce Cloud dashboards. Coordinated cross-functional resolution of customer-impacting order issues.
Relativity (formerly kCura)
Managed team leads and two enterprise support teams with up to 13 direct reports. Built onboarding and coaching standards that reduced new-hire ramp time by 25% and helped maintain 92% technician retention.
Relativity (formerly kCura)
Promoted to the organization's first Customer Support Team Lead. Owned SLA performance, escalations, team execution, and technician development, supported by ticket-quality controls, call reviews, and performance scorecards.
Relativity (formerly kCura)
Managed onboarding, software deployments, and case-status calls for enterprise customers in regulated environments. Advised on platform best practices, secure implementations, and infrastructure management.
Accenture
Supported internal and external Accenture Learning Services customers across eLearning and learning-administration platforms. Reduced resolution time for known issues by 22% through mentoring and knowledge-base content.
Capabilities
Enterprise Legal Tech & Law Firms
Engagement Strategy & Adoption
Customer Value & ROI
Portfolio Health & Executive Reviews
Team Leadership & Coaching
Renewals & Expansion
Adoption Playbooks & Cross-Functional Programs
Stakeholder Alignment & Escalations
Chicago · Open to the right conversation