Description:
At Dell Secureworks, I redefined legacy support services by building a global Customer Success and Renewal Sales organization, focusing on onboarding, professional services, and value realization. My efforts transformed the organization from a reactive support model to a proactive Customer Success function, aligning teams around customer-centric usage, adoption, and expansion.

I also led the Customer Experience and Voice of Customer organizations, ensuring alignment between customer goals and business objectives. This comprehensive approach positioned the company for IPO readiness, drove retention improvements, and achieved significant revenue milestones.

Outcomes:

• Built a global team of 200 Customer Success professionals.

• Achieved a $500 million ARR milestone through enhanced retention and expansion strategies.

• Transformed support into a proactive Customer Success model, improving customer satisfaction.

• Elevated operational efficiency and scalability, enabling IPO readiness.

• Strengthened customer engagement across hundreds of enterprise accounts.