Work

• Manage a $2.4M ARR enterprise portfolio, including OpenAI, NVIDIA, and Logitech.
• Achieved 147% net revenue retention, earning Knak’s 2026 Best Net Expansion Rate award.
• Supported OpenAI’s adoption of Knak’s API and MCP in partnership with Product and Engineering, contributing to 109% account expansion.
• Negotiated an average 13% uplift on renewals in 2025–2026, the highest on the Customer Success team.
• Secured renewals for 53% of at-risk accounts, leading the team in total accounts saved.
• Built Glean and ChatGPT agents and a book-of-business command center used by the CS team and senior leadership, cutting account-planning time by an estimated 40% and personal monthly portfolio-review preparation by an estimated 90%.

• Achieved 120% NRR across a $2M ARR portfolio of US mid-market and enterprise customers.
• Increased NPS from 40 to 56 by auditing platform usage, addressing customer pain points, and delivering tailored support plans.
• Built cross-retailer dashboards that helped one customer save four hours per week on reporting.
• Helped advance a complex enterprise implementation into its second phase through customer-metric mapping and tailored training guides.

Contract

• Delivered research reports, coaching, and presentations to help clients evaluate digital-asset projects and trading opportunities.
• Managed a 10-person team of analysts, moderators, and marketing managers.
• Evaluated NFT and digital-asset projects using market data, smart contracts, wallet activity, and community research; presented investment recommendations and market scenarios to senior management.

Now Borderless AI

• Managed 15 mid-market accounts through tailored onboarding and support.
• Managed relationships with around 50 independent contractors during a high-growth period, scaling support capacity.
• Streamlined hiring processes to achieve a 92.5% fill rate.

• Achieved a 20% upsell close rate, above the company average, through personalized customer engagement.
• Led implementation of an insurance product and its onboarding strategy.

• Presented CPR and first-aid training at corporate events with up to 200 participants.
• Earned three Service Excellence Awards for first-responder presentations and client engagement.
• Selected to lead CPR training for Lee Hsien Loong, then Prime Minister of Singapore.