Over the past several years, I became the de facto technical customer success and support expert for a 30,000-user international enterprise SaaS deployment. How I got here is a microcosm of a pattern that has repeated again and again in my career. I didn't have the title, a vetted playbook, or training and mentorship from a predecessor. I was handed a problem: the vendor's implementation team was insufficient and the onboarding experience was inadequate for worldwide adoption. Here's how I started: learn the app, reorganize the plan, create training and enablement. Here's who I've become: worldwide platform owner, vendor relationship manager, technical support expert, feature adoption strategist, executive liaison, customer advocate, product trainer, and platform evangelizer. In short: I enable both the success that our organization has with the tool and the relationship that the vendor has with our organization. The results speak for themselves: 10% annual growth, 3.5x mobile adoption benchmark, multi-year subscription renewal.

Here's the rub — my title: Instructional Designer. But what I do every day is the beating heart of Technical Customer Success.

Here's why this matters to you: what you'll find here isn't a traditional customer success manager career path. But what you'll discover is a body of work and a collection of skills reflective of an individual endlessly driven to learn and empower the success of others. I accomplish that with: Understanding. The products, the organization, the users, the goals, and what is needed to fill the gaps between them. My background in instructional and multimedia design gives me something a lot of people lack — foundational skills - communication, presentation, relationship building, trust development, delivering feedback, advocacy — that drive improved customer outcomes and better business results.

So here's the ask: explore the next section and discover how my background and abilities can make me a great member of your team.