Experience

Where the work happened

One SaaS company, three roles, each one closer to the revenue. Before that: nine years of teaching that built the communication muscle everything else runs on.

NOWMar 2025 — Present

Senior Customer Success Manager

Launch Control · Retention & Growth Manager · ChurnZero Admin
  • Segment the customer base in ChurnZero to deliver targeted engagement, adoption and retention strategies.
  • Built and optimized 10+ customer journeys and 15 automated playbooks, improving health scores by 50%.
  • Deliver churn, retention and adoption reporting that ties usage metrics to customer business outcomes.
  • Drive upsell and expansion revenue through strategic account growth.
1 YRMar 2024 — Mar 2025

Senior Customer Success Manager

Launch Control · Retention Manager
  • Reduced churn from 26% to 13% in six months through proactive outreach and risk management.
  • Partnered with CSMs to build tailored Success Plans for at-risk accounts and drive adoption.
  • Contributed to consistent expansion revenue growth through upsell and cross-sell motions.
  • Ran recurring onboarding and strategy sessions aimed at long-term retention.
1 YRFeb 2023 — Mar 2024

Customer Success Manager

Launch Control
  • Managed the full SaaS lifecycle for 700+ clients at a 95%+ retention rate — a company record.
  • Delivered 400+ onboarding and enablement sessions, driving adoption and long-term retention.
  • Used ChurnZero, Intercom, ClickUp, Stripe and Profitwell for success planning and customer engagement.
9 YRSJul 2014 — Apr 2023

English Second Language Teacher (Remote)

Freelance — Antoree · eKidPro · Likeshuo · Engoo
  • Delivered 20,000+ online lessons globally — business English, communication skills, exam prep.
  • Sustained strong learner retention and excellent feedback across four platforms and many time zones.
Skills & tools → Contact