Bio

My career started at the University of Arizona. I was still a student when I co-developed a prototype software solution to track the Cancer Center’s research grants, renewal cadences, and outcome reporting requirements. After pitching it to the clinical trials director as part of a student project, I was hired to develop a full-production version. Little did I know that tracking client outcomes would become so important in my career. Since then—over two decades—I’ve been honored to lead incredible teams with SCINET, WebMD, Carefx, Sage Software, WebPT, Harris Corporation, Gainsight, and Intellum. That includes four successful startups and exists. Prior to Intellum, I served as Gainsight’s Chief Strategist, Customer Success Director, and Sr. CSM through meteoric growth ($1.2M to over $100M). I provided in-depth consultation and drove transformation for some of Gainsight’s largest customers. I was also responsible for designing and launching the world's most extensive education program for Customer Success professionals—Pulse+ and other customer education initiatives that have influenced the entire CS profession. I was honored to co-author the international best-selling ''The Customer Success Professional's Handbook.'' However, I'm most proud of my work bolstering others through formal and informal mentorships, and fostering lasting relationships, including efforts to improve diversity in the CS profession. Initially, it was through Gainsight Gives (returners and military veterans), now CS YOU and most recently, as Advisor to SV Academy (underrepresented populations). Whether the solution was on-prem or SaaS, I was always focused on the customer and helping them achieve their desired outcome through effective education, which made Intellum such a natural fit. I have been honored to be part of the team that has been the most innovative customer education company in the category it helped to define. My journey eventually led me to formalize my years of advising, coaching, and consulting companies and individuals as ''Customer Revelations''. This role is something I love to do, and I would welcome the opportunity to serve as your practice advisor. However, I might be tempted to jump back into an intriguing full-time operational role, perhaps as your next CS leader. Until then, I will continue to embrace this incredible journey, integrate new insights into my work, help teams and companies optimize their performance, and elevate our human experience every chance I get.