University of Victoria

Director of Product Marketing

British Columbia, Canada

My day-to-day focus centers around speaking with top customers and Shopify partners to learn about their challenges in growing a subscription e-commerce business. I develop programs and educational content to minimize churn of ReCharge customers -- and similar programs and materials to help Shopify merchants retain their end customers.

ReCharge Payments

Our CEO set the product vision and I helped bring the product to life. Airstory's NPS score increased from 5 to 30 during my tenure, and Airstory customers raved about the quality of customer support and the entire customer experience. Being part of an 8-person team required wearing a number of hats -- strategic and tactical -- but my areas of intense focus were user retention and cohort analysis, product marketing, user onboarding, and customer success.

Airstory

Head of Product and Customer Success

I led all aspects of revenue growth and customer retention for MetaLab’s task management software, Flow, where I managed acquisition, product marketing, content marketing, and customer success and support. During my time working with the Flow team, MRR increased by 80% and customer churn fell by 50%. I also introduced several software tools to streamline team workflow and formalized reporting on key SaaS metrics.

MetaLab

CMO (for Flow)

Led an amazing team of digital marketing consultants in Fortune 500 client engagements, overseeing all aspects of the conversion rate optimization process -- including developing customer insights, defining customer success, conducting competitive analyses, producing optimization roadmaps, creating & launching A/B test plans, and building results & recommendations reports. I was consistently rated a top leader in Adobe's consulting division.

Adobe

Senior Director, Consulting Services

- My role: Provide direction for Intuit's TurboTax and Quickbooks web properties and lead conversion optimization strategy and tactics for a team of 22 people•	Responsible for: Delivering online sales targets for desktop and online software•	Primary goals: Optimize the user experience and conversion rates•	My team: Search marketers, interaction & visual designers, copywriters, usability analysts, web analytics practitioners, and software engineers

Intuit

Group Product Marketing Manager, Global Websites

Managed all aspects of Keynote's competitive intelligence customer experience research program. Oversaw 24 annual studies, spanning 6 vertical markets and each comprising 250,000+ responses from 2,000 consumers. Presented findings and strategic & tactical site design recommendations to C-level executives. Clients included Best Buy, Staples, Dell, Google, Yahoo!, Expedia, Travelocity, Bank of America, Citibank, Nordstrom, and Barnes & Noble.

Keynote Systems

Director, Competitive Intelligence Program

Received extensive training in programming, usability, and application architecture. Eventually led development of Oracle database applications for public sector clients.

Lance Jones

Lance Jones