Customer Success experience.
A fuller commercial record.

Luxodd Games

February 2025 to present

Partnerships and Account Lead

• Closed approximately 20 commercial relationships across venues and partners, representing approximately 40 Rook placements and $320,000 in equipment value at $8,000 per cabinet.
• Developed account-specific propositions and handled difficult negotiations, including Claw City. Reworked a venue rewards proposal to address operational concerns and keep a placement opportunity moving to agreement.
• Built enrichment and outreach automations, improved the website and inbound customer experience, and maintained account context, follow-up commitments and commercial next steps across partner relationships.
• Trained and led two junior BDRs. Worked across a 17-person cross-functional team, translating customer needs into product input on attractor screens, leaderboards and Merchant Rewards.
• Exceeded a monthly target of 10 new deals, partners and channel partnerships every month, owning opportunities from initial contact through discovery, demonstrations, proposals, negotiation and agreement.
• Generated 13 product demos in a 60-day sprint. Coordinated and participated in online and in-person discovery and demos, including PRGE 2025 and 2026 conversations with venue owners and studios.
• Built the publisher licensing channel from zero, with 60+ publishers approached, 11 positive replies, 4 calls and 9 tailored proposals in an earlier cohort. Closed commercial relationships including Mega Cat and PayRange.
• Designed and ran an AI-assisted outbound operation around 4,993 lead records across five audiences. A recorded October cohort achieved an 11.9% reply rate and 4.5% positive-response rate.

Panacea

August 2022 to January 2025

Full time through February 2024;
freelance March 2024 to January 2025

Customer Lifecycle and Retention Manager

• Managed more than 50 customer accounts, approximately 30 concurrently, connecting account goals, lifecycle communication and campaign execution with whether customers were receiving value.
• Introduced conditional logic and deeper behavior and intent segmentation in ActiveCampaign and GA4. Retargeting campaigns generated repeat purchases for customers including Cancer Decoded.
• Replaced an external agency averaging approximately $38,000 in monthly email and lifecycle revenue. Exceeded a $60,000 monthly target in about two months and established $60,000 as the new benchmark.
• Reached approximately $80,000 in occasional peak months, equivalent to 133.3% of target. The $60,000 benchmark represented approximately 57.9% growth over the previous agency baseline.
• Generated approximately $28,000 in a two-week reactivation campaign and delivered conversion improvements up to 32%. Managed a 200,000+ subscriber list and reciprocal affiliate-partner promotions.
• Shared discovery and campaign feedback with customer support, and trained and led two team members to improve coordinated execution against revenue and customer goals.

Independent via Upwork

June 2020 to April 2022

Client Success and Account Manager

• Owned more than 40 B2B and B2C client relationships across technology, healthcare, real estate and nonprofit accounts, from discovery and kickoff through delivery, retention and account expansion.
• Translated customer goals into campaign, content and conversion priorities. Managed proposals, expectations, feedback and delivery communication while keeping the work connected to the commercial problem.
• Developed repeat engagements and upsell opportunities by understanding customer needs beyond the first project and identifying additional work that could deliver practical value.
• Built a foundation in persuasive copywriting, digital marketing and client communication. Career-wide work contributed to more than $1 million in client revenue across commercial and growth engagements.

Host Sailor

April 2019 to June 2020

Marketing Assistant

• Created 21 client enablement documents and 13 training resources for IPv6 hosting, making technical product information easier to understand and use during onboarding and adoption.
• Worked across a six-person product, documentation and customer-facing team to connect customer questions with accurate guidance, training material and product explanations.
• Supported marketing communication and customer education, developing the ability to translate technical detail into clear customer value and usable next steps.