My career has been a journey of transforming customer experiences into powerful growth drivers. At Twilio Segment, as a Senior Customer Success Program Manager, I don’t just manage customer lifecycle and engagement—I spearhead initiatives that directly boost our CDP platform’s user adoption and satisfaction, and mitigate churn. My approach combines a deep understanding of customer needs with innovative engagement strategies, ensuring our clients don’t just achieve their goals—they surpass them. Some recent wins (Spring 2025): + Spearheaded Segment’s Customer Webinar Series in 2023 and managed end-to-end including content creation, SME recruiting, creation of deck and visuals, and live webinar moderation. This series allowed us to use customer data to explore our biggest content opportunities regarding adoption and retention, and to target customers based on their individual needs. + Collaborated with education team to exceed our Instructor-Led Training Pilot goal of 8 sign ups (targeting Retail and e-Commerce customers during BFSM season) and drove 263 course registrations, and 117 course completions in Segment University over the course of 3 months. + Created a campaign to promote a targeted Spanish-language resources for our LATAM users, leading to 7 scheduled calls within 48 hours and helping us localize the user experience at scale. + Launched a digital motion to guide users through data warehouse setup — resulting in 80 successful connections in 3 months and a 15-point increase in product adoption score. + Drove 66% of all 2025 customer award submissions through thoughtful outreach and segmentation, turning automated comms into a high-conversion community initiative. With over 13 years of marketing and events experience, I’ve honed my skills in crafting impactful customer journeys and driving tangible results. Let’s connect if you’re interested in how a fresh perspective can transform customer success.