Professional Summary
Senior Enterprise Customer Success Manager with deep experience across SOAR, XDR, MDR, UEBA, SIEM, and phishing defense environments. Known for diagnosing root-cause account risk, rebuilding executive trust, and executing recovery plans that produce visible outcomes inside defined timeframes.
“You’re the greatest CSM we’ve ever had.”
Lowe’s executive, following a multi-million-dollar account turnaround
“You are the best CSM I've had since I started my career.”
Information Security Engineer at a major financial institution
Selected Outcomes
Enterprise Recovery
$4M+ ARR
Recovered Lowe’s, The Home Depot, and Ernst & Young from red status using structured path-to-green account recovery.
Portfolio Performance
$8.5M ARR
Delivered 115%+ net revenue retention across a Palo Alto Networks portfolio while raising platform engagement by 40%.
Expansion Impact
$2M+ ARR
Generated additional revenue by leading executive business reviews that surfaced expansion opportunities with C-suite stakeholders.
Professional Experience
Principal Customer Success Advisor
ClearPath CX
- Authored six published Customer Success books, including The Path to Green, establishing a documented at-risk recovery methodology used by practitioners globally.
- Designs CS playbooks, health scoring models, and account management toolkits for B2B SaaS organizations focused on higher NRR and lower churn.
- Advises CS leadership teams on ownership models, stakeholder alignment, and repeatable execution systems to improve operational maturity,.
2021 - Present
Senior Customer Success Manager
DTEX Systems
- Managed a portfolio of enterprise insider risk and UEBA accounts, aligning customer security objectives to platform capabilities to strengthen adoption.
- Worked cross-functionally with Sales, Product, and Services to remove adoption friction and identify expansion opportunities.
- Role ended during onboarding due to a corporate restructuring of the Customer Success department.
Aug 2024 - Jan 2025
Customer Success Manager
Palo Alto Networks
- Recovered three red-status Fortune 100 accounts representing $4M+ ARR using structured path-to-green execution.
- Generated $2M+ in additional ARR by leading executive business reviews with C-suite stakeholders.
- Achieved 115%+ NRR across an $8.5M ARR enterprise portfolio spanning Cortex XDR, XSOAR, XSIAM, and Xpanse.
- Increased platform engagement by 40% with multi-product adoption strategies across the Cortex suite.
- Improved time-to-value by 20% and raised CSAT from 7.1 to 8.8 by improving the PS-to-CS handoff.
Jun 2022 - Aug 2024
Customer Success Manager
Deepwatch
- Achieved 100% logo retention for an enterprise MDR portfolio using proactive health monitoring and executive engagement.
- Reduced customer MTTD and MTTR by 15% by aligning service delivery with measurable security outcomes.
- Built a health scoring framework that improved churn-risk detection and stabilized accounts by closing service expectation gaps.
Oct 2021 - May 2022
Customer Success Manager
Swimlane
- Delivered 120% NRR by identifying and closing $1.5M+ in expansion revenue tied to customer security operations priorities.
- Rescued a high-value at-risk account four months before renewal using a cross-functional recovery plan that compressed a stalled timeline.
- Increased time-to-value by 25% with improved handoff playbooks and structured early-engagement cadences.
Mar 2020 - Jun 2021
Managed Services Representative - Customer Success
Proofpoint
- Managed 50+ enterprise accounts at 95%+ logo retention while influencing $1M+ in expansion using ROI-based account planning.
- Prevented $500K+ in annual churn with early risk identification and executive relationship management.
- Reduced phishing click rates by 40% on average and used documented security outcomes to strengthen renewals.
Jan 2019 - Feb 2020
Senior Information Security Program Manager / CSM
Cofense
- Managed a high-value portfolio of U.S. Federal and large commercial accounts, including the Departments of State, Transportation, Education, and Homeland Security.
- Supported adoption and compliance within highly regulated, complex multi-stakeholder environments.
- Owned the full customer lifecycle during a high-growth period and helped architect early Customer Success onboarding and account management practices.
Aug 2014 - Nov 2018