my work
selected experience
01
Scaling a High-Volume Implementation Process
B2B SaaS · Implementation Operations · Customer Onboarding
The challenge
Manual post-sale handoffs delayed customer outreach, which pushed back training and put go-live timelines at risk, across 60–120 active implementations a month.
The work
Redesigned the sale-to-onboarding handoff
Automated same-day client outreach
Standardized the 30-day onboarding milestones and SOPs
Added tracking to move every account toward go-live
impact by numbers
Commercial impact
The value-added service being implemented was priced at $13.50 per month per customer.
With 90+ customers typically reaching go-live each month, each monthly cohort represented at least:
$1,215+ in new monthly recurring revenue activated
or approximately:
$14,580+ in annualized recurring subscription value per monthly cohort
Calculated based on the $13.50 monthly service price and 90+ monthly go-lives. This represents subscription value activated through implementation, not sales revenue personally generated.
example deliverables
02
Managing Customer Growth Across a $1.2M ARR Portfolio
B2B SaaS · Customer Operations · Account Health · Lifecycle Management
The challenge
100+ mid-market and enterprise accounts, each at a different lifecycle stage with different adoption levels. Keeping risk, renewals, and growth opportunities visible across the whole portfolio.
The work
Monitored account health, activity and adoption risk
Built portfolio visibility in Salesforce and Tableau
Coordinated cross-functional teams on renewals and escalations
Drove adoption, expansion and lifecycle growth
impact by numbers
Commercial impact
A good implementation doesn't end when the project is complete.
The systems a business creates need to support what happens after launch, too.
That means understanding:
Where work gets stuck
How customer or client information is tracked
Who owns the next step
How risks are identified
Where communication breaks down
How teams maintain visibility as the business grows
This experience gave me a broader perspective than someone who only focuses on project management or process documentation.
I understand the full journey:
Implementation → Adoption → Ongoing Operations → Growth
example deliverable
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