Career
Customer Success Manager at Brilliant Assessments
Current role
I work with consultants, coaches, and L&D teams to help them build, deploy, and grow their assessment products on the platform. My job is not just to make sure clients are happy, it's to make sure they're getting real, measurable value out of what they're paying for.
That means compressing their time to value, reducing churn risk, and helping them translate their business goals into platform strategies that actually work. I act as a strategic partner across the full customer lifecycle, from onboarding through to expansion and renewal.
Beyond the client side, I contribute directly to the business. I surface product gaps, feed customer insights into roadmap decisions, and own initiatives that help the company scale without being constrained by headcount. That includes maintaining and improving the Knowledge Base so customers can self-serve effectively, and building automations that free the team up to focus on higher-value work rather than repetitive tasks.
SaaS Onboarding Team Lead at MacroActive
Previous role
I joined as an Onboarding Specialist and was promoted to Team Lead within a year. Since then my role has grown well beyond onboarding, into process design, systems building, people management, and automation.
I rebuilt core operational systems, introduced Lean and Kaizen practices to cut onboarding time, and led a range of projects to streamline processes and automate repetitive work across the teams.
Key turning points
HubSpot adoption and certification
Got certified in HubSpot and led the push to adopt it properly across the team. It changed how we tracked and managed client relationships.
Building Notion SOPs from scratch
There were no documented processes when I started. I built an entire SOP library in Notion so the team had a single source of truth for how things worked.
Promoted to Team Lead within 1 year
Went from individual contributor to leading the onboarding team in under a year. It was a lot of learning on the job and figuring things out as I went.
Kaizen process improvement
Applied Kaizen principles to continuously improve how the team worked. Small, consistent changes added up to big improvements in efficiency and client satisfaction.
ClickUp revamp
Overhauled the team's ClickUp setup to make project tracking actually useful. Redesigned workflows, statuses, and views so nothing fell through the cracks.
Make.com automations
Built automations using Make.com to eliminate repetitive manual tasks. Saved hours every week and reduced errors across client workflows.