Professional Summary
Strategic Senior Customer Success Leader with 17+ years of experience driving retention, expansion, and enterprise client success. Achieved 98% retention through proactive engagement, enablement, and executive relationship management while consistently identifying revenue growth opportunities.
Professional Experience
Lead Sr. Solution Architect / Customer Success Leader
Tiverity | 2023 – Present
- Drive client enablement by guiding enterprise customers through onboarding, adoption, and continuous optimization of solutions
- Maintain 98% retention by delivering hands-on support, proactive communication, and consistent value throughout the client journey
- Serve as a trusted partner to BODs and executive stakeholders, providing clarity, alignment, and strategic direction at every stage
- Support clients through complex processes by simplifying solutions, removing roadblocks, and ensuring a seamless experience
- Lead post-implementation success by enabling clients to achieve measurable ROI, sustained adoption, and long-term growth
Project Manager / Customer Success Lead
eGain | 2021 – 2023
- Led enterprise implementations and onboarding success
- Reduced churn risk and increased customer satisfaction
- Delivered tailored enablement and training programs
- Strengthened client relationships across cross-functional teams
Solution Consultant / Customer Success Partner
eGain | 2017 – 2021
- Managed full customer lifecycle and strategic engagements
- Improved operational performance through omnichannel solutions
- Identified expansion opportunities for account growth
Implementation Consultant & Pre-Sales
eGain | 2011 – 2017
- Supported onboarding, implementation, and early relationship building
- Delivered product demonstrations and solution designs
- Partnered with sales to drive acquisition and expansion
Impact Statement
I build relationships that go beyond retention — turning customer success into measurable growth, trust, and long-term business impact through strategic partnership and consistent value delivery.