About Your Role at Sense
What is your day to day like at Sense?
At Sense, I serve as Director of Customer Success, where my role is centered on making sure our app delivers the best possible experience for our customers. My focus is on ensuring that customers feel heard, whether they’re engaging with us directly through support or sharing feedback through the app.
Day-to-day, I balance strategic oversight with tactical execution: partnering with our CX team to resolve issues quickly, working with product and marketing to translate customer insights into improvements, and driving initiatives that enhance engagement and usability. I also closely review metrics and user feedback to identify trends, so we can continuously refine the in-app experience and ensure our consumers and partners get maximum value from the Home Energy Monitor App.
What is your favorite part of your job
My favorite part of my job is identifying solutions and improvements that drive real satisfaction and benefits for both our customers and our employees. I love taking customer feedback and employee feedback, whether it comes from direct conversations, support interactions, or surveys, and translating it into actionable insights that improve the product while also making our teams more effective. What excites me most is finding scalable approaches that enhance the customer experience rather than create barriers. Seeing those solutions lead to stronger partnerships, more engaged users, and a smoother day-to-day experience for our teams has been incredibly rewarding.
What has been your proudest moment at Sense?
One of my proudest moments has been leading the successful execution of a utility partnership soft launch, where our teams had to collaborate across multiple functions under tight timelines. We built out new processes, trained teams quickly, and established a triage system to ensure customers had a seamless experience. Seeing the cross-functional collaboration come together, and watching our support team step into a truly strategic role in delivering value, underscored both the impact of our work and the potential for scaling Sense’s mission in the energy space.
Equally rewarding has been seeing the internal growth of my team, curating clear career paths and supporting promotions that have allowed individuals to thrive. Coupled with maintaining our service levels and CES scores at peak performance, these moments highlight the balance of investing in people, driving operational excellence, and ensuring customers always receive the best experience possible.
Thoughts on the Energy Industry
How do you partner with utility customer support teams to deliver high satisfaction with consumers using the Sense app?
I focus on building strong, collaborative partnerships rooted in shared goals. With utility support teams, that means aligning on clear processes, ensuring consistent communication, and creating feedback loops that prioritize customer experience. I work closely with both frontline agents and leadership to equip them with training, resources, and knowledge so they feel confident supporting end users. At the same time, I advocate internally to make sure product and support improvements address the most common customer pain points. This dual approach, empowering utility teams while feeding insights back into the organization, has consistently driven higher satisfaction and engagement among consumers using the Sense app.
What is the one thing you hear again and again from customers who use Sense?
A recurring theme I hear is that Sense gives customers visibility into their energy use in a way they’ve never had before. Customers often tell me that device detection helps them pinpoint energy hogs in their homes and understand exactly what’s driving their bills. That visibility allows them to take immediate action, cut waste, and realize real savings. Customers often share how they wish they had access to this level of insight much earlier.
What advice would you have for someone thinking about entering the climate-tech space?
Climate-tech is one of the most exciting and impactful industries to be part of right now. My advice would be: come in with both curiosity and resilience. It’s a rapidly evolving space where innovation is constant, and the problems we’re solving are complex and global in scale. Focus on building relationships and listening to customers; understanding their needs is key to driving adoption and lasting impact. Finally, remember that this work is mission-driven: keeping the broader “why” at the center helps navigate challenges and stay motivated.
Life Outside of Work
What do you do to unwind after work?
After work, I love spending time with my family. Whether it’s walking around the North Shore of MA, catching a sunset on the water, or just playing in the backyard, it’s the best way to reset and recharge.
What series have you watched this year that you would recommend?
I watch everything, a few in my rotation are “And just like that”, Dexter resurrection, The Bear, and RuPaul’s Drag Race.
Salty or Sweet? (And what’s your go-to snack?)
Sweet all day! I am a sucker for all things Haribo; the variety pack is my favorite. When those are out of reach, my daughter’s fruit snacks are a healthy alternative.