Role and scope

Role: Customer Success Lead, then Technical Program Manager. Scope: Signed contract to first transaction. Phases: Process and procedure improvements, followed by a 2025 UI/UX redesign.

The problem

Going live meant bouncing between sales handoffs, compliance checks, and setup steps that lived in different tools, and in different teams’ heads. Merchants waited, asked support, and waited again. Every day of waiting was revenue they weren’t processing and confidence they were losing.

What I did

As Customer Success Lead, I improved onboarding processes and procedures through clearer handoffs, documentation, escalation paths, and coordination across sales, compliance, support, and engineering. Later in 2025, as Technical Program Manager, I led a separate UI/UX redesign around a self-serve path with clear steps, visible status, and requirements gathered earlier. I connected the design work with specifications, sprint planning, and cross-functional delivery.

The outcome

The earlier process and procedure improvements supported approximately 60% year-over-year growth in merchant go-lives in Q1 2025 during my Customer Success Lead role. The later 2025 UI/UX redesign was a separate phase. The broader onboarding work also achieved go-live as fast as 48 hours; this is the fastest recorded case, not an average. My program work earned a formal letter of recommendation.