Description:
At Splunk, I was recruited to lead the AMERICAS Customer Success and Renewals organization and transitioned to a global leadership role overseeing Splunk’s Customer Success function. My primary focus was on improving execution frameworks, refining the go-to-market (GTM) strategy, and aligning cross-functional teams to accelerate customer adoption and value realization. I implemented a unified engagement model that brought together sales, engineering, and Customer Success, ensuring alignment on customer outcomes and consistent execution.

Notable improvements included enhancing account reviews, risk management operating rhythms, and success planning processes. I also spearheaded initiatives to expand Splunk’s Observability adoption, improve renewal rates, and increase logo and incremental ACV growth. By addressing disjointed engagement models and creating a structured approach to customer engagement, I helped deliver sustainable growth and stronger retention metrics.

Outcomes:

• Unified cross-functional teams under a shared value realization methodology, driving adoption and retention.

• Contributed to 15% YOY ARR growth and 23% YOY Cloud ARR growth.

• Delivered a 124% increase in operational cash flow, exceeding $1 billion annually.

• Improved execution frameworks, including account reviews and KPI management.

• Expanded adoption of Splunk Observability and drove incremental revenue growth.