I build the programs and infrastructure that turn customers into advocates, communities into assets, and digital touchpoints into revenue drivers.
Reference programs, CABs, advocacy infrastructure, and lifecycle campaigns that convert satisfied customers into active revenue contributors.
Building communities from zero — platform evaluation, launch, governance, and ongoing programming that drives engagement and measurable retention impact.
Portal strategy, self-serve journey design, and digital hub architecture that reduce support load while increasing customer satisfaction and platform stickiness.
Designing AI-powered workflows for VoC synthesis, content creation, and lifecycle automation — enabling leaner teams to produce at scale without sacrificing quality.
Building and leading distributed teams across functions — partnering with Product, CS, RevOps, and Sales to align customer programs to business outcomes.
Designing VoC loops that surface actionable signal — closing the feedback cycle between customers, product teams, and go-to-market strategy.
A track record across enterprise, growth-stage, and category-defining B2B SaaS companies.
Built the Customer Marketing function from the ground up. Launched AI-enabled workflows across VoC synthesis, research automation, and content creation. Stood up the Work Better Champions advocacy program and Executive Customer Advisory Board. Doubled G2 references via structured lifecycle programs.
Led full platform evaluation, buildout, and launch of the Invoca community hub on Khoros — consolidating fragmented customer assets into a single destination. Community-engaged users showed 20% higher retention. Launched Executive CAB and Impact Awards program. Partnered with RevOps on segmentation, automation, and measurement.
Owned technical buildout and relaunch of a global community serving 20,000+ customers. Drove 50% engagement and 70% usage increase YoY. Improved case deflection from 11% to 19%. Accelerated customer idea review rate from 7% to 85% within 30 days. Launched Champions advocacy program and Executive CAB.
Built the Sales Navigator customer community from zero. 800+ customer contributions in the first 3 months. Established structured product feedback loop to the Product team.
Held community, product marketing, and customer experience leadership roles at category-defining companies across CRM, analytics, and collaboration. Named #1 most influential corporate community manager. Published Community Management Playbook (100k+ Slideshare views).
Outcomes across retention, engagement, self-serve efficiency, and advocacy — measured where it counts.
Tools
Deep functional expertise paired with the platform and data fluency to execute at scale.