Direct reports at Keynote Systems
Scaled the enterprise customer success team from 8 to 17 direct reports, raised CSAT Top Box from 66% to 83%, and maintained 99% enterprise retention.
About
Twenty years of keeping security customers successful
Customer success in enterprise security, from account management to team leadership.
Enterprise CS Leader with 20 years of experience managing $55M ARR portfolios, leading teams up to 17 direct reports, and driving 130% NRR across enterprise cybersecurity platforms.
I have worked across network detection, SIEM, endpoint, DLP, email security, and identity, from hands-on account leadership to building and coaching customer success teams.
I carry renewal and expansion quotas on Fortune 500 portfolios up to $55M ARR. Most of my work is with CISOs and SOC leaders, connecting what the product does to things they care about: detection coverage, analyst workload, and whether the contract renews.
My approach is practical. I find the risk early, put a name on who owns each next step, and measure the result. I have also led teams, including scaling one from 8 to 17 direct reports.
Leadership snapshot
Leadership & Team Management
Experience building teams, coaching managers, and improving customer outcomes at scale.
Direct reports at Total Trial Services
Led customer engagement across 87 clients, coached first-line managers, and raised retention from 73% to 95% through stronger onboarding, satisfaction tracking, and escalation processes.
Capabilities
What I bring
Grouped by the part of the job they support.
Revenue
- Renewal and expansion quota
- Forecasting
- NRR and GRR
- Churn prevention
- Account planning
Executive and cross-functional
- CISO and SOC leader engagement
- QBR and EBR delivery
- Escalation management
- Support, product, and engineering coordination
Security
- NDR
- SIEM
- XDR and EDR
- IAM
- DLP
- Threat intelligence
- SOC workflow optimization
- Security data pipelines
- AI-assisted alert triage
Tools
- Gainsight
- Salesforce
- Skilljar
Experience
Career timeline
Most recent first.
Strategic Customer Success Manager
2023-2026ExtraHop
NDR platform | ~$18M ARR | 12 enterprise accounts | 120% quota | 130% NRR | 95% GRR
- Owned renewal and expansion forecasting across a ~$18M ARR NDR portfolio: 120% of quota, 130% NRR, 95% forecast accuracy, 7 expansion opportunities.
- Expanded a Fortune 500 financial services account by $2.4M by finding segmentation, visibility, and detection coverage gaps across east-west traffic.
- Held 95% GRR while recovering a $1.35M at-risk renewal through CISO realignment and SOC enablement.
- Cut time-to-value 20% across Fortune 500 healthcare environments by restructuring deployment workflows and speeding rollout of high-impact detection use cases.
- Cut MTTR for one healthcare customer from 24 hours to 9 hours (63% faster) in six months by closing telemetry gaps, fixing asset classification, and connecting NDR data to SOC investigation workflows.
Strategic Customer Success Manager
2021-2022Securonix
Next-gen SIEM | $27M ARR | 6 enterprise accounts | 115% quota | 100% renewal
- Renewed 100% of contracts up for renewal across a 6-account, $27M SIEM portfolio by spotting risk early, rebuilding stakeholder alignment, and setting clear escalation ownership.
- Reached 95% renewal forecast accuracy through structured risk reviews, health scoring, and executive sponsor tracking.
- Improved log ingestion quality, detection coverage, and alert triage to move customers toward AI-assisted SIEM operations.
Enterprise Customer Success Manager
2019-2021McAfee
Endpoint, DLP, and threat intelligence | $55M ARR | Fortune 500 | 125% quota
- Grew a $55M Fortune 500 portfolio 20% YoY by leading 14 multi-million-dollar renewal and expansion cycles.
- Served as senior escalation lead for the most complex Fortune 500 accounts.
- Improved adoption of endpoint, DLP, and threat intelligence platforms by mapping product usage to SOC workflows and executive risk priorities.
Senior Customer Success Manager
2018-2019Auth0 (now Okta)
IAM platform | $15M ARR | 14 enterprise accounts | 99% retention | 115% NRR
- Delivered 115% NRR across 14 accounts at high-growth tech companies by leading executive business reviews with customer engineering, product, and executive leaders.
- Raised NPS from 33 to 65 by rebuilding success playbooks and introducing structured success planning.
Director of Customer Success
2017-2018Total Trial Services
Legal technology services | 87 clients | 8 direct reports
- Led customer engagement across 87 clients and managed an 8-person team.
- Coached and developed first-line managers to build accountable, data-driven teams.
- Raised client retention from 73% to 95% by building onboarding, satisfaction tracking, and escalation processes.
Customer Success Manager
2015-2017Proofpoint
Email security | $18M ARR | 18 enterprise accounts | 98% retention
- Kept 98% retention across an $18M portfolio of 18 enterprise accounts by driving adoption of email security and advanced threat protection.
- Built a $1.65M+ expansion pipeline through health checks and customer engagement.
- Stabilized high-risk accounts by coordinating complex escalations across support, product, and engineering.
Global Enterprise Manager, Customer Success
Earlier careerKeynote Systems
- Scaled the team from 8 to 17 direct reports, raised CSAT Top Box from 66% to 83%, and maintained 99% enterprise retention.
Technical Account Manager / Customer Account Manager
Earlier careerTrend Micro
- Managed 11 enterprise financial-services and healthcare accounts across endpoint and network security, leading customer reviews, integrations, escalations, and adoption.
Credentials
Certifications and education
Certifications
- CCSM, Success Coaching
- Certified Ethical Hacker (CEH)
- AWS Cloud Practitioner Essentials
- API Security Fundamentals, APIsec University
- Support Professional Manager, TSIA
Education
Computer Science coursework, Eastern Michigan University
A.A., General Studies, Washtenaw Community College