Customer Success and Support professional with 13 years in B2B SaaS - owning end-to-end relationships across self-serve to enterprise accounts. Experienced across the full customer lifecycle: onboarding, technical troubleshooting, escalation management, adoption strategy, and renewal. I use data-led insights to identify risk early, advocate for customer needs cross-functionally, and build enablement infrastructure - documentation, training programs, video tutorials - that makes success repeatable at scale. AI-fluent and tool-savvy, with hands-on experience across helpdesk platforms, CRM systems, and support tooling. Comfortable engaging from day-to-day users to C-suite stakeholders in lean startups and larger teams alike.
I build relationships across the full lifecycle, from day-to-day users to C-suite stakeholders, and act as the internal voice of the customer with product and engineering.
I build the documentation, training programs, and resources that shorten time-to-value for new customers and make good outcomes repeatable at scale.
I dig into bugs and integration issues myself before looping in engineering, so handoffs arrive with clean repro steps and full context.
I monitor usage and engagement signals across a portfolio so I can step in with at-risk accounts before concerns reach a renewal conversation.
I work closely with product, engineering, and sales to keep customer needs and account context part of the conversation, not an afterthought.
Beyond writing help docs, I record, edit, and maintain a library of feature and tips videos that let customers self-serve on their own schedule.
At Balsamiq, I was a key CS contributor for one of our better-known customers – PostHog.
I was a primary point of contact for their lead designer and you can read about their adoption of Balsamiq here: https://balsamiq.com/customers/posthog/
I was also responsible for generation and improvement of our help documentation, including writing and editing the documentation itself, recording and editing video tutorials on features and recording and editing video tutorials on product tips and tricks e.g.
Documentation has always been a core part of how I work, not a separate task bolted on afterward.
At Balsamiq, I created, edited, and maintained help center articles and video tutorial content directly in GitHub - working locally in VS Code, committing changes, and opening and merging pull requests as part of the regular content workflow.
Those repositories are private, but you can see the same habits in my public contribution to Microsoft's Entra documentation, where I helped document SSO/SAML configuration steps: entra-docs.