Objectives
- Establish a customer-success driven culture across the organization
- Recover AR from delinquent customers
- Boost retention and ARR
- Implement end-to-end CS strategy from sales handoff through implementation, onboarding, support, and account management to drive renewals and upsells
Key Results
- Drove 104.8% net retention revenue
- Recovered 20% of at-risk ARR through health-monitoring processes
- Managed revenue operations via Salesforce and ClientSuccess
- Led team to launch of 30+ OTT streaming apps across Smart TV, mobile, and web platforms (Apple TV, Fire TV, Android TV, Roku, iOS, Android, web)