Head of Customer Success • Technical Account Manager • Enterprise Expansion
SUMMARY
Head of Customer Success operating as a hands-on Technical Account Manager, owning a ~$400K enterprise book and driving multi-product adoption, technical onboarding, and revenue expansion without relying on engineering escalation.
I solve customer problems end-to-end - support, onboarding, integrations, technical troubleshooting, workflow design, and expansion all sit with me. I thrive in fast-paced, product-led environments where autonomy, async work, and high impact matter more than process.
Outside of work, I've been diving into product analytics - building instrumented projects to learn feature flags, funnels, session replay, and experimentation hands-on.
CORE STRENGTHS
- Technical Account Management
- Enterprise Expansion ($400K+ book)
- Multi-Product Adoption
- API / SSO / OAuth Integrations
- Jira / Azure DevOps Integrations
- Product Analytics & Experimentation
- Automation & Workflow Optimization
- Customer Value Realization & ROI
- Technical Troubleshooting
- Product Influence & Feedback
- Async, Autonomous Execution
EXPERIENCE
Lead Support, Success, and Sales Engineering for 1,600+ customers. Handle every ticket, demo, and ~97% of technical issues myself. If a problem isn't 1000% reproducible, I fix it before it reaches engineering.
- Scaled one enterprise account from mid-5 to high-6 figures ARR
- Grew another from low-5 to high-5/low-6 via structured adoption programs
- Expanded a global organization across multiple international business units
- Built an agency-to-enterprise referral motion generating multiple high-value deals
- SSO / OAuth, Jira & Azure DevOps
- API + metadata schema design
- Automated reproduction workflows (cut dev time ~80%)
Led a small team managing mission-critical university systems. Delivered high-stakes cross-departmental technical projects and a nationally recognized testing center.
Delivered software and infrastructure used by thousands. Coordinated teams, improved reliability, and ensured adoption.
Owned enterprise accounts end-to-end. Achieved 95% retention and ~25% revenue growth. Mentored a team of 4.
TECHNICAL SKILLS
- Product Analytics & A/B Testing
- APIs, OAuth, SSO
- Jira, Azure DevOps
- SQL, automation workflows
EDUCATION
- MSc Data Science & Analytics (UCC)
- BSc Computer Science (UCC)
- Diploma: Leadership & Management
- Proj. Mgmt Professional (CMIT)