Alistair B

Director, PS Operations

Jul 2023 - Present • 3 yrs

• Led post-sale delivery and CS operations for strategic enterprise accounts — building lifecycle playbooks, customer health models, and engagement standards that improved adoption visibility and retention outcomes • Developed proactive intervention models based on usage and performance signals, reducing reactive escalations and improving customer health scores across the portfolio • Coached and mentored team members on customer engagement, delivery standards, and success planning disciplines • Partnered with Product and leadership to channel customer insights into roadmap discussions and strategic planning

Director, Implementations

Jul 2021 - Jul 2023 • 2 yrs

• Led the Customer Success organization — owning team performance, lifecycle strategy, health scoring, and executive engagement standards across the full post-sale function • Built and implemented churn risk identification and proactive engagement processes, shifting team culture from reactive to outcome-focused • Established performance standards, team accountability frameworks, and operating models that improved customer coverage quality and consistency • Designed segmentation and coverage strategies to prioritize team effort by account risk, value, and expansion potential

Director, Customer Success

Mar 2020 - Jun 2021 • 1 yr 3 mos

• Owned the full CS function accountable for customer adoption, retention, and expansion across 80+ enterprise accounts • Built onboarding, success planning, QBR, and health-scoring frameworks from scratch — creating the repeatable operating model the team runs on today • Recruited, onboarded, and mentored CS team members — setting standards for customer engagement, accountability, and delivery quality • Drove measurable churn reduction through data-informed early warning systems, proactive engagement motions, and cross-functional alignment