About
On the record
Head of Customer Success in SaaS, combining strategy and execution to enhance retention, expansion, and experience. I structured CS Ops, redesigned onboarding to accelerate time-to-value, professionalized omnichannel support, and connected the Voice of the Customer to the Product roadmap. I work with actionable health scores, QBRs, segment-specific playbooks, knowledge bases, and automation/AI for scale. My focus is alignment with Sales/Marketing/Product, data governance, and leadership development. Keywords: CS Head, B2B SaaS, IndTech, retention, expansion, NPS/CSAT, churn, GRR/NRR, onboarding, support, AI/automation, health score, QBR, helpdesk/omnichannel.
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