I turn customer insight into platform bets that pay.

Responsible AI scaled from 0 to 40+ customers and counting

• Optimized AI use-case launch time from 14 weeks to 5 by modularising the AI agent (GXA) into reusable chunking, embedding, and access-flow components.
• Pitched and shipped centralised SSO after discovery flagged sign-in friction as the top adoption blocker, unlocking $2M in incremental revenue.
• Owned the AI roadmap for the Customer Data Platform, turning 30+ enterprise customer interviews into bets that lifted engagement 30% across 500K+ users.
• Killed a fine-tuning track after evals showed retrieval drove 80% of failures, redirecting the squad to reranking and lifting containment from 20% to 41%.
• Redesigned customer service routing across CRM, messaging, and knowledge-base surfaces, cutting manual ops 30% and resolution time from 3 weeks to 2 weeks.
• Defined the consent, access-control, and audit-logging model for AI workflows, making the assistant sellable into FedRAMP and GDPR-bound enterprise accounts.
• Built the AI quality framework tracking retrieval accuracy, deflection, and adoption, the org's first shared definition of a working AI feature.

Grew ARR $3M through 12 growth experiments

• Grew ARR by $3M in a single quarter by running 12 A/B tests across onboarding and pricing, lifting signup-to-paid conversion 35%.
• Shipped a conversational engagement product from concept to GA for 50K+ SMB customers, driving 30% more interactions and 15% less support volume.
• Rebuilt PLG onboarding after 20+ discovery interviews, lifting activation and CSAT 60%.
• Sequenced the roadmap across 3 squads, turning customer and sales signal into prioritised bets and cutting sprint carry-over 25%.

Lifted patient engagement 30% on regulated platform

• Lifted patient engagement 30% and renewals 20% by scoping a patient monitoring product around third-party risk-scoring models.
• Delivered 5 features across 2 squads in 6 months on a regulated stack, while closing all audit findings on data governance.
• Uncovered workflow gaps through discovery with care managers and payers across 3 accounts, resequencing the roadmap around real clinician needs.

Held 90% retention across 200+ enterprise accounts

• Sustained 90% logo retention across 200+ US utility accounts by turning NPS signal into roadmap input across 5 releases, lifting CSAT 50%.
• Productised enterprise onboarding into a standard configuration flow, shortening time-to-go-live 20% and support tickets 30%.
• Translated compliance mandates into shippable roadmap scope for a regulated energy SaaS suite, across 3 engineering pods.

Drove Scrum transition, 40% velocity gain

• Accelerated delivery velocity 40% and time-to-ship 30% by moving a 30-person team from waterfall to Scrum.
• Mined user behaviour data to surface content quality signals, formalised into guidelines adopted by a 200+ person org.