Justin S.

Operate as a fractional leader and systems architect for B2B SaaS companies, bridging the gap between Sales (GTM) and Customer Success. I help organizations scale retention and revenue by implementing AI-driven efficiencies and optimizing the post-sales journey.

I work closely with engineering, product and business to provide rapid customer support for both patient and clinical users of Abridge. Additionally, I developed, implemented, and maintain our support ecosystem, including external knowledge bases, customer support platforms, and reporting. I also assist in the production and management of analytics reporting through Amplitude, as well as provide support for new product and feature developments.

Co-Director of Operations: CRM Management, Business Process Development and Improvement, Reporting, Operational Oversight, Account Management Oversaw improvements to our Hubspot CRM systems, working closely with regional teams and Hubspot representatives for a successful implementation. Operations Management: Hiring and Staff Management, Revenue Management, Partner and Member Liaison, Reporting, Project Management. Hired, trained, and managed a full and part time staff of local staff across two states of 10 employees. Managed and oversaw partner and customer relations for 6 different locations. Provided necessary managerial support to oversee company restructuring during COVID-19 crisis, including but not limited to immediate emergency responses, sunsetting unprofitable locations, and consolidating headcount under unprecedented circumstances.

Managed multiple keystone accounts combining for over 600k in yearly revenue with a focus on ventured-backed start-ups and enterprise Developed and monitored KPIs for sales and customer success

Oversaw hiring, training, ordering, menu development, and inventory for multiple local restaurant groups. Oversaw $2mil in yearly revenue at my last position and a staff of 15. Lowered overall expenses while driving top line revenue growth in my department consistently while focusing on staff retention and quality improvements.