Customer Success Leader with 7+ Years Driving Enterprise Growth
Based in Vancouver, BC, I specialize in building lasting client relationships, maximizing customer ROI, and scaling SaaS operations. Currently serving as Operations Manager at We Work Remotely—the world's largest remote work job board—I bring a unique blend of enterprise customer success expertise and operational excellence to drive measurable business outcomes.
Professional Experience
Operations Manager — We Work Remotely
April 2024 - Present
Leading end-to-end marketplace operations for the world's largest remote job board, optimizing vendor relationships and driving continuous process improvements that enhance user experience for thousands of employers and job seekers.
- • Direct site operations ensuring 99.9% uptime and seamless user experience
- • Implement data-driven improvements that increase customer satisfaction
- • Manage cross-functional teams to deliver strategic initiatives on schedule
Enterprise Customer Success Manager — Lofty
October 2022 - March 2024
Managed multimillion-dollar enterprise portfolio for leading real estate SaaS platform, consistently exceeding renewal and expansion targets through strategic partnership and ROI optimization.
- • Retained and grew enterprise accounts worth $2M+ in annual revenue
- • Achieved 95% renewal rate through proactive engagement and value demonstration
- • Delivered strategic business reviews that drove 30% average account expansion
- • Partnered with product teams to influence roadmap based on customer feedback
Senior Enterprise Account Manager — Freelancer.com
June 2020 - October 2022
Pioneered enterprise customer success program, onboarding and activating Fortune 500 clients including NASA, Deloitte, Adobe, and Airbus while developing scalable processes for growth.
- • Built enterprise onboarding program from ground up, reducing time-to-value by 40%
- • Led webinars and workshops for NASA and Fortune 500 enterprise clients
- • Grew marketplace GMV by 25% through strategic account expansion
- • Created comprehensive training materials and best practices documentation
Enterprise Account Manager — Freelancer.com
January 2019 - June 2020
Empowered Fortune 500 companies to accelerate freelance talent adoption, reporting directly to VP of Enterprise.
- • Launched co-branded marketplace initiative driving $500K+ in new revenue
- • Developed P&L models enabling data-driven customer growth strategies
- • Trained internal teams on enterprise account management best practices
Account Manager — Freelancer.com
May 2017 - January 2019
Supported SMB to mid-market clients across diverse industries, developing expertise in consultative selling and customer success fundamentals.
- • Managed 150+ accounts with 92% satisfaction rate
- • Specialized in digital transformation projects for traditional businesses
- • Consistently exceeded quarterly revenue targets by average of 15%
Additional experience includes franchise ownership, emergency services, and technology sales roles that developed my leadership, crisis management, and customer service foundation.
Core Competencies
Customer Success Excellence
- Enterprise relationship management & strategic partnerships
- Onboarding, adoption & value realization
- Renewal, retention & expansion strategies
- Executive business reviews & QBRs
Operational Leadership
- Process optimization & automation
- Cross-functional team collaboration
- Data-driven decision making
- Change management & scalability
Technical & Tools
- CRM platforms (Salesforce, HubSpot, custom)
- Customer success tools (Gainsight, ChurnZero)
- Analytics & reporting (Tableau, Excel, SQL basics)
- Project management (Asana, Jira, Monday)
Industry Expertise
- SaaS & marketplace business models
- Real estate technology
- Remote work & freelance economy
- Enterprise digital transformation
Key Achievements
Annual Revenue Managed
Successfully retained and grew enterprise accounts worth millions in ARR
Customer Retention Rate
Consistently exceeded industry benchmarks for enterprise customer retention
Enterprise Accounts Managed
Including NASA, Deloitte, Adobe, Airbus, Arrow, and Yara
Time-to-Value Reduction
Streamlined onboarding processes to accelerate customer success
What I Bring to Your Team
With over seven years dedicated to customer success and operations in high-growth SaaS environments, I bring a proven track record of building lasting client relationships and driving measurable business outcomes. My experience spans from hands-on account management to strategic enterprise partnerships, always with a focus on maximizing customer value and revenue growth.
My unique background combines enterprise customer success expertise with operational leadership, enabling me to see the full customer journey and optimize every touchpoint. Whether it's reducing churn, expanding accounts, or building scalable success processes, I approach every challenge with data-driven insights and a genuine commitment to customer outcomes.
My Customer Success Philosophy
Proactive Partnership
Success comes from anticipating customer needs, not just responding to them. I build strategic relationships that position me as a trusted advisor.
Value-First Approach
Every interaction should demonstrate tangible value. I focus on outcomes that matter to the customer's business, not just feature adoption.
Data-Driven Growth
Metrics guide strategy, but relationships drive results. I balance analytical insights with authentic human connection to achieve sustainable growth.
Education & Certifications
Bachelor of Arts, Multi/Interdisciplinary Studies
The University of British Columbia
Change Management Practitioner Program
Certified in organizational change management methodologies
Languages
English (Native), Mandarin Chinese (Professional Working)
Let's Connect
I'm passionate about customer success and always interested in connecting with fellow CS professionals or discussing new opportunities where I can drive customer value and business growth.