Six years of product impact.

Owned enterprise product strategy and roadmap across core workflows and platform initiatives, partnering with Engineering, Design, and Customer Success to drive growth and retention across a 300K–1M MAU product.

• Increased Enterprise NPS from -14 to 40 by prioritizing high-friction workflow improvements and closing product gaps identified through structured customer discovery and data-driven decision making, improving positioning ahead of key contract negotiations.
• Led enterprise account strategy ahead of a 3-year contract renewal, partnering with C-suite to align on value and negotiating roadmap priorities that led to a favorable re-sign.
• Reduced failed card transactions by 25% by diagnosing and resolving hidden payment workflow issues impacting authorization success rates and retry logic.
• Launched an enterprise analytics product offering for public-sector customers, enabling a new sales motion, expanding addressable market opportunities, and unlocking previously inaccessible enterprise deals.
• Championed AI-assisted development workflows by piloting Claude Code adoption and shaping AIDLC practices, improving product confidence and engineering effectiveness and increasing delivery velocity by 30%.
• Built experimentation and feedback frameworks combining usage analytics, support insights, sales feedback, and customer research to validate hypotheses and inform product decisions — enabling an organization-wide shift toward iterative delivery and outcome-based roadmaps.
• Stepped in as product authority for legacy workflows following acquisition-driven growth, shaping cross-org processes and supporting business development.

Partnered directly with founders and Engineering to translate customer needs into product improvements, supporting acquisition, onboarding, and retention during rapid SaaS growth.

• Built and scaled a Customer Success playbook during a period of 3x growth, overhauling workflows, training collateral, and toolsets to support rapid onboarding and user retention.
• Led the sales motion, implementation, and training for 500 high-volume merchants on an internal payment processing platform.