Manages multi-layered relationships with 10+ stakeholders per account, ensuring strategic alignment, retention, and risk mitigation. Launches and coordinates SaaS projects, accelerating time-to-value for enterprise clients.

Leads a strategic portfolio representing 23% of company revenue, overseeing $2M USD in ARR across three largest enterprise accounts. Executes high-velocity product deployments and coordinates multiple high-impact projects.

Managed global enterprise portfolios, optimized adoption of Atlassian tools, coordinated with Sales, Legal, and Finance for contract execution, and produced technical documentation to streamline support.

Architected Jira Cloud workflows for Fortune 500 clients; negotiated and closed licensing contracts up to $2M, driving renewals and upsell. Provided strategic guidance on license management and cost efficiency.

Defined strategy, processes, KPIs, and team structure. Automated renewal triggers, systematized workflows, authored Knowledge Base, and led recruitment and onboarding of CS professionals.

Founded and built the Customer Success department, designed end-to-end Customer Journey, integrated tech stack (HubSpot, Slack, Calendar), and increased CSAT scores.