Summary
I am a Customer Success professional with over 14 years of experience in the technology industry. My expertise lies in managing professional relationships with strategic customers, running implementation projects to improve customer retention, and nurturing revenue growth opportunities. Additionally, I have successfully led technical support teams.
Experience
Senior Technical Account Manager
PayPal | May 2025 – Present
Protect revenue, enhance customer technical experiences, and champion merchant success through deep technical expertise and strategic account management in PayPal’s global marketplace ecosystem.
Responsibilities:
- Drive technical excellence and customer success for global merchants through proactive relationship management and strategic technical advisory services.
- Own the complete technical lifecycle for enterprise accounts post-implementation, diagnosing API/SDK issues, optimizing payment integrations, and enabling delightful customer experiences that deliver best-in-class authorization and conversion rates in e-commerce use cases.
Senior Customer Success Manager
DigitalOcean | September 2024 – April 2025
Accelerate customer value realization and drive retention through strategic onboarding and relationship management for mid-market digital agencies and enterprise customers.
Responsibilities:
- Guided new customers through comprehensive onboarding journeys during their critical first months, ensuring rapid time-to-value and successful adoption of managed web hosting solutions.
- Built and maintained strategic relationships with key stakeholders to deeply understand business objectives and align platform capabilities with customers’ desired outcomes.
- Collaborated cross-functionally with internal teams to deliver exceptional service experiences for high-value strategic accounts.
- Developed and executed proactive engagement strategies that prevent churn, identify expansion opportunities, and foster long-term customer loyalty.
Software Engineering Immersive Fellow
General Assembly | August 2023 – November 2023
Develop comprehensive full-stack web development expertise through intensive, project-based learning and hands-on application of modern programming technologies and methodologies.
Responsibilities:
- Completed rigorous 12-week remote program covering full-stack development including HTML, CSS, SASS, JavaScript, Node.js, React.js, MongoDB, Mongoose, SQL, Python, and Django.
- Designed and delivered individual and collaborative projects demonstrating real-world application of web development principles and industry best practices.
- Mastered cutting-edge programming languages, frameworks, and development tools through intensive practical training and peer collaboration.
Technical Account Manager
Platform.sh | August 2020 – June 2023
Drive enterprise customer success and platform adoption through technical expertise and strategic relationship management for global brands transitioning to managed hosting solutions.
Responsibilities:
- Led end-to-end technical onboarding for enterprise customers including Nestle, Pinterest, Galderma, and Recorded Future, ensuring successful platform migrations and optimal configuration.
- Served as primary technical point of contact and trusted advisor, conducting product demonstrations and implementing complex platform setups for large-scale applications.
- Collaborated with product teams to translate customer feedback into product enhancements, facilitating beta testing programs and driving innovation.
- Enabled revenue growth through the identification and facilitation of strategic upsell opportunities in partnership with sales teams.
Career Break | February 2019 – July 2020
- DYDX+Co [February 2019 – July 2020]: Started an agency to provide open source software consulting and implementation services.
- Abstract [January 2020 – March 2020]: Senior Support Engineer – Provided technical support to users of the Abstract application.
Customer Success Manager
DigitalOcean | December 2016 – January 2019
Responsibilities:
- Leveraged data analytics and risk assessment to identify revenue retention and expansion opportunities across strategic customer portfolio.
- Provided specialized account management and technical guidance to select strategic customers, accelerating adoption of new products and platform features.
- Developed and executed customer success strategies that improve product utilization and drive measurable business outcomes.
- Championed customer voice through systematic feedback collection and analysis, contributing to product roadmap decisions and the company’s inaugural customer advisory board.
Customer Success Engineer
DigitalOcean | June 2016 – December 2016
Responsibilities:
- Provided differentiated onboarding and technical support experiences for high Monthly Recurring Revenue (MRR) and high-growth potential customers.
- Bridged technical implementation gaps through hands-on support and platform optimization guidance.
- Built technical credibility and customer trust through expert problem resolution and proactive technical advisory.
Manager, Customer Experience
WP Engine | February 2014 – May 2016
Lead technical support operations and performance excellence initiatives while driving team development and customer satisfaction across multiple service channels.
Responsibilities:
- Managed technical support teams, ensuring consistent service delivery and operational excellence.
- Designed and implemented performance management framework adopted company-wide, establishing standards for technical support function effectiveness.
- Led team of technical support specialists across three specialization levels, fostering environment for outstanding customer experience delivery.
- Handled customer escalations and NPS survey follow-up, maintaining high satisfaction scores and customer loyalty.
Manager, Client Success
Bigcommerce | November 2011 – August 2013
Scale remote technical support operations and team capabilities while maintaining exceptional service quality during high growth.
Responsibilities:
- Built and led distributed technical support team, growing from 6 to 30 members while maintaining service excellence across Live Chat and Email channels.
- Recruited, trained, and developed remote talent, implementing performance management systems that drive individual and team success.
- Optimized support operations including queue management, ticket prioritization, and escalation resolution to ensure rapid issue resolution.
- Drove all aspects of team performance, including coaching, goal setting, performance evaluations, and recognition programs.
Technical Support Specialist
Bigcommerce | November 2010 – November 2011
Provide specialized support to startups and scale-up customers, establishing a foundation for long-term strategic relationships.
Responsibilities:
- Resolved complex technical issues related to software setup, store design (HTML/CSS/JavaScript), and API integrations, ensuring minimal business disruption.
- Provided technical expertise that empowered clients to optimize their e-commerce operations and achieve business objectives.
- Delivered exceptional support experiences that built customer confidence and platform adoption.
Education / Certifications
Software Engineering Immersive
General Assembly | Issued November 2023
Solutions Architect – Associate
AWS Training and Certification | Issued April 2022
Software Product Management
Product School | Issued April 2018
IT Service Management – ITIL v3
AXELOS Global Best Practice | Issued July 2011
Skills / Capabilities
Account Management, Customer Success, Team Leadership, Strategic Planning, Project Management, Software Implementation, Problem Solving, Critical Thinking, Technical Support, Systems Administration