Case Studies
Predictive Retention System
Built AI-driven health scoring framework that preserved $70K+ ARR across a $1.5M portfolio
Situation: Managing 170+ accounts across $1.5M in ARR with risk surfacing too late through support tickets, missed calls, and renewal conversations.
Strategy: Built a health scoring model combining product usage trends, support volume, renewal timing, and executive engagement — weighted and tracked over time.
Outcome: $70K+ in ARR preserved. Churn reduced by 5%. Framework adopted across the CS team.
AI Infrastructure & GPU Optimization
Scaled a GPU-heavy AI startup's cloud strategy while converting them to a reference account
Situation: AI infrastructure startup scaling GPU-intensive workloads with rigid commitment structures creating forecasting risk.
Strategy: Moved conversation from reactive savings adjustments to forward-looking risk management aligned to GPU roadmap.
Outcome: Renewal on cadence. Account expanded. Client converted to a reference account.
Creative Studio Network Expansion
Turned a single creative studio engagement into network-wide expansion through flexible cloud strategy
Situation: Creative production studio with highly variable GPU/CPU workloads and project-based cycles.
Strategy: Reframed cloud commitments as a flexibility instrument aligned to production cycles.
Outcome: ~$25K/month in savings. Client became a reference account, opening introductions to a network of studios.
Scalable Customer Education
Built education program reaching 1,000+ customers that generated $24K MRR without adding headcount
Situation: Post-onboarding gap leading to adoption variance, preventable churn, and missed expansion opportunities.
Strategy: Designed structured education sequence for newly onboarded clients at portfolio scale.
Outcome: Reached 1,000+ customers. Generated $24K in new MRR. Coverage increased without headcount increase.
Resume
Senior Customer Success Manager with ownership of a $1.5M+ ARR portfolio across 170+ SaaS and cloud optimization clients, including enterprise accounts exceeding $1M annual spend. Proven track record driving 96% GRR and 106% NRR.
Experience
Sr. Customer Success Manager — Archera (Oct 2023 – Present)
- Cultivated and managed a portfolio of 170+ SaaS clients generating $1.5M+ ARR with 96% GRR and 106% NRR
- Preserved $70K+ in ARR by implementing targeted retention strategies for 8 at-risk clients
- Drove $90K+ in net expansion revenue by converting renewal conversations into growth opportunities
- Delivered $444K annual cloud cost savings for a $1.4M-spend enterprise customer
- Revamped B2B customer onboarding process, driving 25% reduction in support tickets
- Launched customer education sequence reaching 1000+ clients, generating $24K MRR
Customer Success Manager, FinOps Engineer — Cloudnosys (Mar 2023 – Oct 2023)
- Reduced churn risk across 10+ cloud environments via structured customer education tracks
- Refined multi-cloud infrastructure configurations delivering efficiency gains of 17%
- Managed QBRs for enterprise and C-level clients, driving 95%+ retention
Educator — HISD | Stafford MSD | Fulton County Schools (Aug 2018 – Jul 2023)
- Designed data-driven performance model for 150+ students, generating 17%+ gains in academic outcomes
Education & Certifications
- B.S. Education — Kennesaw State University
- Scrum Master — Scrum Alliance, Aug 2023
- AWS Cloud Practitioner — Amazon Web Services, Mar 2023
Tools & Technology
Salesforce, ChurnZero, AWS, Azure, GCP, Jira, Confluence, Notion, Claude, NotebookLM, Zapier, HubSpot, Google Suite, Slack, Lovable