As a Support & Success leader with over 12 years in SaaS, I specialize in building high-performing teams and creating post-sales experiences that drive retention, adoption, and growth. My journey has taken me through leading roles at Beamer, Userflow, Kovai.co, and Zoho—where I’ve helped bridge the gap between customer needs and product evolution. On the Support side, I’ve built functions from scratch—setting up ticketing systems, defining SLAs, crafting SOPs, building help docs, and even dog-feeding AI assistants to improve self-service and response times. My approach is simple: reduce friction, resolve faster, and turn support into a revenue enabler. On the Customer Success side, I’ve led lifecycle strategies from onboarding to expansion. I’ve mapped customer journeys, launched proactive health checks, implemented QBRs, and collaborated closely with product and growth teams to drive adoption and advocacy. I believe Success is about enabling customers to unlock full product value—while identifying growth opportunities like upsells and expansions. I’m passionate about building scalable, customer-centric systems that serve both users and business goals. Whether it’s launching a new support org in a startup or optimizing Success operations in a growing SaaS, I love creating impact where it matters most—customer experience. Let’s connect if you’re thinking about how Support and Success can fuel PLG growth, reduce churn, and turn your customers into your biggest fans.