I am a strategic Customer Success Manager and Technical Support Specialist with over 10 years of experience in fast paced B2B SaaS environments. Having spent the first decade of my career in deep technical support, I possess a unique ability to bridge the gap between complex software and the everyday user experience.

Here is what I bring to your team:
Customer Success & Retention: Proven track record of managing a dedicated Book of Business, driving product adoption, and securing renewals.

Technical Troubleshooting: Over a decade of experience resolving complex software issues, triaging bugs, and translating technical concepts for non technical users.

Strategic Growth: Highly skilled at monitoring health signals in CRM platforms like HubSpot and Salesforce, identifying upsell opportunities, and leading impactful Quarterly Business Reviews.

Cross Functional Collaboration: I proudly act as the Voice of the Customer, working closely with Product and Engineering teams to escalate issues and directly influence the product roadmap.

I thrive in fast moving, ambiguous environments where I can take complete ownership of the post sale journey, from initial onboarding to long term success. I am endlessly curious, highly organized, and always looking for the next operational puzzle to solve.

WORK EXPERIENCE

Legal Process Lab, Waterloo, ON

Customer Success Specialist
04/2025 to 04/2026

• Guided new enterprise and SMB customers through the full onboarding process from kickoff to go live, ensuring a seamless early adoption phase and immediate time to value.
• Conducted comprehensive product walkthroughs, live training sessions, and strategic business reviews to align platform capabilities with client business goals.
• Managed a diverse portfolio of accounts simultaneously, closely monitoring customer health scores and engagement metrics to proactively prevent churn.
• Partnered closely with Account Executives to guarantee a smooth handoff from sales to customer success, maintaining consistent client communication.

KwizCom, Richmond Hill, ON

Customer Success Manager and Team Lead
03/2022 to 12/2024

• Led a high performing team of customer facing professionals, contributing to the continuous improvement of success playbooks, internal resources, and operational processes.
• Led weekly bug status meetings with developers to triage technical issues, and conducted monthly support status meetings with the VP of Support and Managing Director to report on operational health.
• Conducted comprehensive onboarding and orientation meetings via video conference to welcome new clients, explain key processes, answer questions, and set them up for success.
• Created the knowledge base platform within HubSpot from the ground up, regularly maintaining it with new articles and FAQs to empower users and reduce support volume.
• Collaborated closely with Support, Product, and Sales teams to resolve complex customer issues, eliminate blockers, and drive product stickiness across the client base.

KwizCom, Richmond Hill, ON

Senior Technical Support Engineer
03/2017 to 03/2022

• Created training videos and managed a digital learning curriculum for the partner program, significantly streamlining the onboarding process for new partners and clients.
• Provided exceptional support to users through email, phone, live chat, and video conference, utilizing various screen share tools such as MS Teams, Zoom, and Webex to efficiently troubleshoot and resolve issues.
• Logged software bugs and customization requests directly from partners and customers, actively discussing and prioritizing them during weekly bug status meetings with developers.
• Conducted engaging and informative webinars for prospective clients interested in learning about the software and its capabilities.
• Proactively identified trends in customer struggles, escalating feature requests to product teams to directly shape future developments.
• Followed up proactively on open issues to provide regular updates until confirming complete resolution and customer satisfaction.

SKILLS

Core Competencies

• Customer Onboarding
• Product Walkthroughs
• Account Portfolio Management
• Playbook Improvement
• Early Adoption Strategy
• Risk Escalation

Tools

• HubSpot
• Zendesk
• Salesforce
• Monday.com
• MS Teams
• Zoom
• Google Workspace
• Active Directory

Languages

• English (Native)

CERTIFICATIONS

HubSpot Academy

• HubSpot Certified

Global ERP Solutions

• Quality Assurance Certified

2013

EDUCATION

Conestoga College, Toronto, ON

General Business and Technology Diploma

2009