• Own end-to-end client communication for a portfolio of 10–15 accounts across multiple sectors in the USA and Canada, running weekly, monthly, and quarterly reporting cycles. • Track KPIs and analyze account performance, defining tactical and strategic changes to correct course when results fall short. • Coordinate cross-departmental collaboration with Sales Operations, SDR Managers, and SDRs through weekly syncs to ensure monthly KPIs and goals are met. • Develop work plans and manage timelines and deliverables, assigning clear tasks and following through to on-time completion. • Conduct regular account health checks and proactively mitigate risks, flagging concerns to leadership and cross-functional teams to protect client retention. • Provide quality control oversight on deliverables from Sales Operations, SDR Managers, and SDRs, verifying work meets standards before client-facing sign-off. • Drive upselling, expansion, and referrals through relationship-driven account management. • Support the client implementation process by joining kickoff calls to understand each client’s business, then reviewing the custom cold outreach playbook to ensure strategy aligns with their goals. • Authored the company’s first Client Success Handbook from the ground up, establishing a standardized reference the team now uses for onboarding and day-to-day client management. • Participated in special projects to improve operations, including piloting AI-driven tools to simplify processes and boost team productivity.

• Achieved an 86% retention rate in 2022, 33% higher than the previous year. • Designed the database structure and UI/UX for the company’s minimum viable product and continued to shape the SaaS platform Impact Cloud™ based on customer feedback and user stories. • Built the company’s initial customer base from scratch using lead-generation techniques and marketing tools such as SEO. • Created the company’s financial plan and forecast. • Managed the full sales cycle for the company’s early customers, including sales deep-dive sessions to understand client challenges and translate them into tailored work plan proposals. • Implemented impact measurement frameworks on the SaaS platform Impact Cloud™, including Social Return on Investment, Five Dimensions of Impact, IRIS metrics, and ESG indicators. • Led day-to-day execution of client engagements end-to-end, from onboarding onto Impact Cloud™ to ongoing training, support, and documentation that drove product adoption, and advised clients on impact measurement strategy tailored to their goals. • Identified customer risks and collaborated with Product and Sales teams to remediate issues and secure successful renewals. • Implemented and led the Customer Success department from the ground up, managing up to 25 global customers across multiple sectors and onboarding, training, and managing a team of 3. • Implemented Customer Success metrics, satisfaction surveys, a playbook, and a Learning Management System to improve customer adoption. • Created blog posts and led webinars as part of the marketing and sales strategy to drive engagement in the impact community.

• Managed all phases of recruitment for the Consulting and IT service lines and coordinated a team of 4. • Administered recruiting technology tools and led the implementation of a new reporting system to streamline data analysis. • Liaised with Consulting Partners, Senior Managers, and Managers to strategize recruiting methods that met staffing needs.