Customer-facing AI solution design, technical validation, and production delivery.

Manager, Customer Success

MidMarket

Docebo · Learning Management System

Jan 2023 — Present

Active

Forward-deployed AI delivery across CS, RevOps, and post-sales operations

• ✓Shipped 13+ production AI agents supporting mandatory CS workflows — from discovery through quality-gated deployment
• ✓Authored REACH scoring methodology across 1,200+ global accounts ($250M ARR org-wide), replacing manual account scoring with CRM-integrated outputs for engagement, risk, and expansion
• ✓Built transition readiness workflows synthesizing Salesforce, Gong, Zendesk, and Totango signals — 90%+ accuracy in churn risk identification across $70M ARR portfolio
• ✓Led 15-person team managing $70M ARR / 1,000-customer MidMarket segment — 88% renewal rate against 85% target, 76% expansion revenue increase

Manager, Customer Solutions Consulting

Docebo · Post-Sales Solution Consulting (SC Model)

Jan 2022 — Jan 2023

Technical validation, implementation architecture, and customer solution design

• ✓Led enterprise solution validation — translated customer requirements into technical implementation strategy
• ✓Established repeatable post-sales solution consulting patterns that bridged architecture decisions to business outcomes
• ✓Partnered across engineering, sales, and CS to operationalize solutioning models and increase adoption

Senior Customer Experience Manager

Docebo · Customer Experience & Success

Oct 2020 — Dec 2021

Strategic account management, retention, and expansion for enterprise clients

• ✓Managed strategic enterprise accounts, driving adoption, retention, and expansion across the platform
• ✓Built key account relationship frameworks that improved customer health scores and reduced churn risk
• ✓Collaborated with product and engineering teams to advocate for customer needs and influence the roadmap

Senior Customer Success Manager

Docebo · Customer Success

Jan 2020 — Oct 2020

Growth, retention, and overall health of large enterprise and corporate clients

• ✓Rehired to drive growth, retention, and overall health of Docebo's large enterprise and corporate clients
• ✓Established foundational customer success playbooks that scaled across the growing MidMarket segment
• ✓Partnered with sales to ensure smooth post-sale transitions and rapid time-to-value for new enterprise logos

Scaled retention, expansion, and adoption across SaaS products for Amazon sellers — opened first Software → Managed Ad Services triage path

• ✓Led CS execution across a scaled portfolio and built retention playbooks adopted team-wide across a 22-person cross-functional org (15 Support, 3 CSM, 2 AM, 1 PM, 2 Eng)
• ✓Drove expansion through consultative selling — opened the first triage path from Software-only customers into Managed Ad Services, creating a new revenue stream
• ✓Directed all customer education, knowledge base, and Seller Labs University — scaling self-service adoption and reducing inbound ticket volume
• ✓Led bug triage and backlog alongside core engineering — prioritizing customer impact and resolving escalated issues via backend scripting
• ✓Owned customer adoption strategy across the SaaS product suite — onboarding, training, and driving feature utilization to reduce churn risk