My professional path first took shape at MCI, where I started in an entry-level customer service role. (This is also where I met my husband!) I applied for a manager role only after my manager encouraged me to do so. I don’t think I ever would’ve considered this path otherwise. This early stage laid the foundation for my growth in customer-focused leadership.

I was able to work with talented managers and mentors who influenced my ability to understand customer needs and build effective teams. I quickly moved through the ranks, culminating in a regional Vice President position. I’m forever grateful that I was given the opportunity to manage large teams and multi-million dollar accounts at such a young age because people believed in me. I loved the responsibility.

My organization was responsible for managing and expanding customer relationships, in partnership with sales. This was my first experience with Customer Success (before it was called CS).

After my tenure at Verizon, I joined CME Group (a former customer of mine), where I contributed significantly to the launch of a new operating unit in the co-location space. My customers were high-frequency traders. This role gave me the opportunity to build an organization and all (internal and customer-facing) processes from scratch while working with an amazing group of people. It was a period where I deepened my understanding of technical account management and customer experience programs.

A pivotal moment came with my transition to TrustArc, where I embraced the challenge of helping to transform an early-stage SaaS business. I joined as the VP of Client Services, reporting to the CEO. I contributed to significant technological growth and funding achievements. This role was my first chance to build a Customer Success organization, along with many other functions.

My organization was 25 team members when I joined the company and 150 when I departed 9+ years later. I was promoted to Chief Customer Officer after recommending to my CEO that the company should have one and that it should be me. Fortunately, he agreed.

Throughout my career, I’ve maintained a focus on continuous learning, completing both my undergraduate and Master’s degrees while working full-time. This pursuit of knowledge has been parallel to my professional growth, reinforcing my belief in the power of education.

Now, at Karbon, I bring all of these experiences together. My role as Chief Customer Officer is not just a position, but a culmination of years of learning, leading, and innovating in the tech sector. Here, I aim to leverage my expertise with employee and customer engagement to drive Customer Success to new heights.