Jenna

About Jenna

I am a strategic Customer Success executive with over 10 years of progressive leadership experience managing global teams and high-value enterprise portfolios for Fortune 500 clients. My focus is on bridging the gap between complex technical products and measurable business outcomes, ensuring long-term revenue stability and customer advocacy.Currently, as Head of Product and Customer Success at IBM, I lead a global team of Customer Success and Customer Support professionals managing a portfolio of 800+ enterprise accounts. I specialize in driving top-tier retention and expansion metrics through a \"Trusted Advisor\" framework and data-driven operational efficiency.Recent Performance Highlights- 115.6% Average NRR for Q1 2026 YTD, driven by strategic consulting and account expansion- 162% Q4 2025 Revenue Attainment, significantly exceeding corporate goals through disciplined account management- 100% CSAT in Q1 2026, reflecting a culture of excellence in customer-centric execution and platform adoption- 108% Gross Profit Attainment, achieved through rigorous operational management and cost-to-serve optimization.Beyond the metrics, I am a Certified IBM Blue Core Coach, dedicated to developing high-performing, cross-functional teams and providing mentorship across the organization. I thrive on aligning product strategy with the Voice of the Customer (VoC) to maximize lifetime value and drive operational efficiency.Core Competencies- Leadership: Global Team Scaling, Executive Stakeholder Management, & Organizational Design- Revenue Operations: Net Revenue Retention (NRR), Churn Mitigation, & Advanced Revenue Forecasting- Customer Lifecycle: Enterprise Onboarding, QBR Strategy, & Voice of the Customer (VoC) Programs.

Experience

1. Head of Product and Customer Success

   Ibm Video Streaming

   Dec 2024 — Present

   Direct the global Customer Success and Support strategy for a mission-critical IBM business unit, overseeing a portfolio of 800+ enterprise accounts and ensuring high-value realization for Fortune 500 clients. Align cross-functional teams to drive revenue preservation and portfolio expansion within a mature product environment.• Delivered 115.6% Average Net Revenue Retention (NRR) through Q1 2026 YTD by identifying strategic expansion opportunities within the existing enterprise base.• Surpassed Q4 2025 revenue attainment goals at 162%, significantly exceeding targets through disciplined account management and strategic executive renewals.• Achieved 108% Gross Profit attainment YTD, reflecting rigorous cost management and a high-efficiency operational model.• Preserved 92.5% Software Annuity across 800+ global accounts, maintaining long-term revenue commitments and portfolio stability.• Lead and mentor a global team of 10 CS and Support professionals, fostering a high-performance culture that achieved 100% CSAT in Q4 2025.• Orchestrated Voice of the Customer (VoC) frameworks to aggregate NPS and churn data into actionable requirements, ensuring continued platform relevance and adoption.• Scaled enterprise onboarding and enablement programs, reducing time-to-value and driving consistent engagement across the full customer lifecycle.• Collaborated with Engineering and Sales to launch platform capabilities and develop narratives that addressed high-impact enterprise use cases.• Established and tracked executive-level KPIs, including NRR, CSAT, and feature adoption, to drive cross-functional accountability and exceed organizational targets

Education

• San Francisco State University

  Bachelor of Arts (B.A.), English Language and Literature/Letters

  2008 — 2010