Description

Former Director of Customer Success across VC-backed U.S. health tech and SaaS companies, now based in Europe. I work as a fractional or interim Head of Customer Success, supporting scale-ups during growth, transition, or moments of organizational complexity.

I help founders and leadership teams stabilize and professionalize Customer Success, align Product, Sales, and CS, and put in place clear operating models, metrics, and playbooks. My background combines senior CS leadership with management consulting, allowing me to plug in quickly, take ownership, and deliver structure without adding permanent headcount.

Languages

English
Native or bilingual
French
Fluent
Russian
Native or bilingual

Workplace preferences

Can work on-site

Nice (up to 50km)

Surgo Health
Director of Client Engagement (Life Sciences)
May 2023 - April 2024 (11 months)
Washington, DC, USA
- First commercial hire brought in (seed stage) to lead go-to-market for sociobehavioral product focused on diversity and equity in clinical trials.
- Grew flagship Top 15 pharma relationship by 25% (services) in first 3 months (>$5M CV) while partnering with Product to oversee user research for MVP to MMP build.
- Owned build-out and tooling for SaaS approach to client engagement (customer success playbook).
Clarify Health Solutions
Director of Customer Success, Life Sciences
May 2021 - February 2023 (1 year and 9 months)
New York, NY, USA
- Recruited as first Director of Customer Success for Life Sciences, building the function from ground up including CS playbook design and full ownership of department metrics.
- Oversaw 3x ARR growth, building a high touch delivery model which resulted in engaged customers (53.4 NPS), recognized ROI of $30M, and Clarify's first >$1 M expansion with a Top 20 pharma customer.
- Recruited and coached up 2 CSMs, with additional indirect management of analysts within Insights function.
- Architected Health Scores across Clarify's Payer, Provider and LS segments, which are used in CS reporting to the Board.
- Established CS-Product and CS-Sales relationships, leading to voice-of-the-customer informed Product Roadmap planning and two additional account expansions.
Komodo Health
Senior Customer Success Manager
March 2020 - April 2021 (1 year and 1 month)
New York, NY, USA
- Owned $3.7M book of business (ARR) representing 6 Key Accounts and SMBs in biopharma.
- Set overall account strategy and drove adoption of Komodo's SaaS products (market intelligence platform and clinical alerting) for Medical Affairs, Commercial and Clinical Development stakeholders.
- Coached and mentored 3 Senior Associates, including direct reports and account support relationships.
- Led development of an Ongoing Value Generation Playbook to serve as resource in customer lifecycle management.
- Collaborated with Product on Roadmap improvements, resulting in launch of a new feature for Komodo's clinical alerting product.