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CX Consumer Senior Program Lead @ Coinbase (NASDAQ: COIN)

CX program leader with 12+ years driving global initiatives across fintech and SaaS, including high-velocity environments like Coinbase, Block, and WP Engine. I specialize in cross-functional program leadership, operational efficiency, product quality improvements, and embedding customer insights into the product lifecycle.

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Experience

(NASDAQ: COIN; Fortune 500), I lead strategic initiatives to enhance Customer Success for the company’s most premium users, delivering high-touch support at scale. I’ve driven global expansion efforts across the EU, UK, APAC, and the Americas, growing Customer Success headcount by over 3900% while maintaining world-class CSAT scores for our top 1% of customers. By partnering closely with Product, Operations, and Analytics, I use data insights and customer feedback to inform platform-wide improvements including spearheading the development of innovative customer experience models that redefine how we engage and support high-value clients.

As the leader of our dynamic 5-person Enablement and Programs team within Revenue Operations, my role centers on harnessing advanced AI chatbots, self-serve documentation, and churn reduction strategies to elevate the customer experience and fuel business growth. With over 2 million customer touchpoints a year, my responsibilities encompass orchestrating the development and successful execution of over 17 Customer Care programs, managing a repository of 8,000 external and internal documents, and working closely with Support leadership and various stakeholders throughout the organization to proactively address customer concerns and enhance overall satisfaction.

Furthermore, I spearhead enablement initiatives for new products and foster collaboration with cross-functional teams, including Revenue Operations, Product & Engineering, Sales, and Marketing, ensuring the seamless execution of product launches and updates.

Responsible for the development, coordination, and maintenance of key customer experience initiatives, including the creation and management of the quick course and refresher platform, internal CX knowledge base, curated content program with self-study resources, and the management of a 16-person SME program, as well as the Support Mentorship Program and Engineer-Support Rotation Program. In this role, I was responsible for overseeing knowledge base management and serving as a content curator for the Support Center. Additionally, I was responsible for maintaining system and vendor relationships for CX systems, and collaborating with the L&D team to develop and deliver ongoing training programs and strategies.

Lead the development and communication team, as well as oversee the management of volunteers. Was responsible for creating and executing effective communication strategies, including the development of press releases, social media campaigns, email and newsletter content. Also be responsible for managing fundraising, events, web marketing, e-commerce, and Hope campaigns. Additionally, I acted as the IT lead for the agency, managing and maintaining the agency’s technology infrastructure.

Responsible for the management and execution of various programs and initiatives, including events, marketing strategies, webinars, and client tracking systems. Additionally, I provided IT support, managed and recruited volunteers, and worked closely with the Director to implement volunteer activities. My role also included providing presentations and outreach to generate awareness for the organization’s mission and programs.

Orchestrated the end-to-end development and implementation of a robust sales platform, which encompassed crafting persuasive sales scripts, meticulously monitoring key performance metrics, and harnessing the power of CRM tools for enhanced productivity. My responsibilities extended to sitting alongside the team and executing proactive outbound B2B prospecting campaigns and expertly handling account development calls, thereby driving lead generation efforts and maintaining productive engagement with both new prospects and existing clientele.

Played a pivotal role in maintaining exceptional customer satisfaction and experiences for our current subscription customers. My commitment to troubleshooting and providing ongoing support ensured the seamless functioning and satisfaction of our valued customers.

Education

Completed post-graduate studies in Data Science & Business Analytics at the University of Texas with a 3.84 GPA, gaining a strong foundation in Python, statistics, exploratory analysis, and data visualization tools like Tableau. The program included hands-on, real-world projects showcased in my e-portfolio, demonstrating my ability to apply analytical techniques to practical business problems. This training strengthened my data-driven decision-making skills and prepared me to contribute effectively in analytics-focused roles.

I earned my MBA from St. Edward’s University with a 3.9 GPA, specializing in international business. The program strengthened my communication, critical thinking, and data-driven decision-making skills, while emphasizing innovation, global collaboration, and ethical business practices. This foundation prepared me to lead in fast-moving, interconnected business environments and contribute effectively to organizational growth and strategy.

Earned my BA in Psychology with a minor in Business Administration from Texas State University, gaining a strong foundation in human behavior, research, and critical thinking, complemented by core business skills in leadership, management, and marketing. This combination prepared me to excel in roles requiring strong analytical abilities, interpersonal insight, and an understanding of how people and businesses make decisions.

Certifications

Becoming an Effective Manager – Abilitie

Inbound Marketing Certification – HubSpot 

Leadership Workshop – The Arbinger Institute

Mimic Pro – Digital Marketing – Stukent

Highlights

  • Currently scaling a global customer success team from 8 to 240+ across EMEA, APAC, and AMER, maintaining a >90% CSAT and driving +$100m revenue growth.
  • Successfully generated a combined Annual Recurring Revenue (ARR) of $3.6 million in 2022 by strategically implementing Sales Assisted motions and Call to Actions (CTAs) alongside CX initiatives.
  • Implemented two innovative AI programs, elevating the customer experience and resulting in cost savings of approximately $200,000 YOY for the Customer Care organization.
  • Collaborated on 35+ product launches annually with Product and Engineering teams to ensure flawless integration.
  • Designed and led 17+ impactful programs YOY to enhance the Customer Experience team, contributing to a 95% world-class CSAT, 9 Stevie Awards, and overall business success.

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