My role expanded beyond insights.
Over time, my role expanded beyond insights into account growth, executive stakeholder management, product feedback, process improvement, team leadership, and renewal strategy.
Enterprise Customer Success Leader
Customer Success, Strategy, and Analytics leader with 12+ years partnering with enterprise organizations including Google, Microsoft, Uber, Adobe, Airbnb, AWS, Alaska Airlines, and Lexus.
Proven track record helping customers unlock value through product adoption, workflow design, process automation, and data-driven decision making. Experienced leading cross-functional teams, influencing product roadmaps, driving multimillion-dollar renewals and expansion, and building scalable customer solutions from concept to launch.
Product & Process Builder
Designs systems that improve customer outcomes. Built client portals, automated reporting workflows, and partnered with Product and Engineering teams to reduce turnaround times, improve adoption, and eliminate friction.
Business Impact
Determined to grow revenue and drive profitability. A consistent track record of growing renewals and driving more efficient work and higher margins.
Strategic Problem Solver
Turns messy situations into clear action plans. Whether recovering at-risk accounts, launching new products, or aligning competing stakeholder priorities, brings structure, clarity, and momentum to complex customer challenges.
Why Stephen
Why Stephen is right as your next customer success hire
For the past 12+ years, I've helped enterprise organizations solve complex business problems, strengthen customer relationships, and drive measurable growth. While my career began in marketing analytics and consulting, the work I enjoyed most was partnering with customers, understanding their goals, building trust, and helping them achieve better outcomes.
Over time, my role expanded into account growth, executive stakeholder management, product feedback, process improvement, team leadership, and renewal strategy, where I really found my groove and enjoyed having a meaningful impact.
I'm pursuing Customer Success because I enjoy being close to customers, influencing product direction, driving adoption and growth, and creating lasting impact for both clients and the organizations I serve.
Selected clients
Client brands that Stephen has recently supported
Why Customer Success
Why Customer Success?
For the past 12+ years, I've helped enterprise organizations solve complex business problems, strengthen customer relationships, and drive measurable growth. While my career began in marketing analytics and consulting, the work I enjoyed most was partnering with customers, understanding their goals, building trust, and helping them achieve better outcomes.
Customer Success is the work I want to keep doing.
I'm pursuing Customer Success because I enjoy being close to customers, influencing product direction, driving adoption and growth, and creating lasting impact for both clients and the organizations I serve.
Colleague endorsement
People who have worked with Stephen trust him to deliver
"I cannot say enough good things about working with Stephen over the past ten years. He has always been a strong all rounder and it has been fantastic watching him develop into the strong business leader he is today. Stephen is analytical, strategic and able to deliver true insights and actionable recommendations to his clients. He has countless examples of client success stories. I have also been impressed by his ability to mentor others; he has a wonderful energy which helps motivate those around him, get the best out of his teams and boost morale overall. I highly recommend Stephen."
"I worked with Stephen in our LRW/Material days and he was always very well-respected both personally and professionally. Absolutely A+ human being and strong performer."
Stephen thrives in ambiguity and chaos
Resume snapshot
VP, Marketing Strategy & Branding | Kantar
Owned marketing strategy & performance for enterprise customers, leading a team of 12 and overseeing strategy, delivery, and product feedback across key accounts.
- Owned a portfolio of 10+ strategic enterprise accounts representing approximately $32M in annual revenue across Google, Microsoft, Uber, Adobe, Airbnb, eBay, T-Mobile, AWS, Alaska Airlines, and Lexus.
- Improved customer experience and operational efficiency, helping scale the Google Pixel program from approximately $1M in annual revenue to $15M within three years.
- Led customer adoption and go-to-market strategy for Kantar's AI-powered ad measurement platform, for clients including Airbnb, Adobe, and eBay to integrate new workflows, drive adoption, and expand platform usage.
- Known for recovering at-risk enterprise accounts (Lexus, Alaska, AWS) by standardizing data definitions, automating reporting workflows, and eliminating recurring quality issues, improving profitability on Lexus from -13% to 18.6% within one year and ultimately exceeding 35% operating profit while securing a $3M renewal.
- For Airbnb and Zefr, partnered with internal teams to build a custom client-intake portal to ensure assets were accurately received. By pre-loading sample group definitions and securing sample bids in advance, turnaround time to results was cut from 10 days to 3.5 days on average.
- Synthesized customer feedback across enterprise accounts and partnered with analytics, product, and engineering teams to pilot automated report creation, pre-defined dataset variables, custom dashboard reporting, and self-service client tools that improved customer experience and reduced delivery timelines.
- Built and scaled high-performing team of 12, driving consistency, quality, and impact across all client-facing work.
Senior Director, Brand & Creative Measurement | Kantar
Led customer success and insights programs for Fortune 500 clients, delivering actionable insights, improving decision confidence, and influencing product direction.
- Advised Fortune 500 clients on audience engagement strategies, helping shape how brands connect with consumers across digital and media channels.
- Guided executive-level storytelling and presentation of insights, influencing decision-making across marketing, product, and leadership teams.
- Partnered with senior client stakeholders to shape messaging, positioning, and audience strategy across major campaigns and product launches.
Research Manager | Material
Led research projects from design through delivery across multiple client engagements.
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