Hi! I’m Ronnie

Escalation and Customer Success leader with 12+ years in enterprise SaaS, specializing in high‑severity incident management, executive‑level communication, and customer retention. Known for restoring confidence during critical outages, protecting $50M+ ARR, and maintaining 95%+ SLA performance across complex, cross‑functional workstreams. Combines ITIL‑aligned rigor with data‑driven customer success strategies — translating health signals, usage analytics, and behavioral trends into proactive actions that reduce churn and accelerate value realization. A trusted partner to executives and technical teams, skilled at turning chaos into clarity and guiding customers through their most challenging moments.