Virtuous Benefits Overview

Manage strategic enterprise nonprofit customers throughout the SaaS lifecycle, driving product adoption, retention, renewals, and account expansion. Build stakeholder relationships, resolve issues proactively, provide product guidance, identify upsell opportunities, and advocate for customer needs internally. Own renewal and upsell processes, including negotiations and pricing strategies, while collaborating with sales, marketing, support, and product teams.

Lead and scale a 23-person global B2B SaaS support organization through three managers. Own support operations, staffing capacity, SLAs, Zendesk administration and reporting, metrics, escalations, coaching, and customer experience. Manage Swift CX and AI-assisted triage, partner with Product and Engineering on systemic issues and tooling, and report performance and resourcing needs to executive leadership. Engage directly with customers during high-visibility escalations.

Design and harden Azure cloud architectures, embed security into CI/CD and infrastructure via DevSecOps, implement SAST/DAST and supply-chain controls, improve observability and SIEM integrations, remediate security debt, secure containers/Kubernetes, and build automation and developer-friendly guardrails to increase remediation velocity and operational resilience.