About
The companies that keep customers well usually are not lucky. They built the right systems, gave teams clear operating rhythms, and made it easier to deliver value consistently. That's the work I've spent the last decade doing.
I build post-sale functions, but the work has never been limited to customer success alone. The real problems usually live in the gaps between teams: what sales promises, what product ships, what onboarding can support, what the data actually says, and what leadership thinks is happening.
That's the space I like working in.
I've led and rebuilt teams, designed onboarding and implementation motions, created health and reporting systems, improved handoffs, translated customer friction into product decisions, and built the operational structure that helps companies keep more of the revenue they earn.
I'm usually most useful when growth starts exposing the cracks. The company is selling. Customers are coming in. But the systems behind the experience are inconsistent, overloaded, or scattered across too many people and tools. That's when I like stepping in, figuring out what is actually breaking, and building something stronger in its place.
Often wrong, never bored, always trying to build something more useful than what was there before. Simplifier of messy systems.
Operating Principles
01. Speed to Value
The time between signature and customer confidence matters more than most teams admit. I care about reducing friction early and helping customers get to value fast.
02. Systems Over Heroics
If the outcome depends on a few smart people holding the whole machine together in their heads, it doesn't scale. I build systems that make good work repeatable.
03. Cross-Functional Reality
Retention is never just a CS problem. It's shaped by sales promises, product friction, implementation design, data quality, and how clearly the company sees the customer lifecycle. I like building where those lines meet.
04. Technical Empathy
I'm not precious about tools. I care about whether the workflow actually helps the people using it. Good systems make the work clearer, faster, and less fragile.
What I Use to Build
// CUSTOMER EXPERIENCE
ChurnZero, Gainsight, Planhat, Vitally.
// SUPPORT, PRODUCT & REVENUE
Zendesk, Intercom, Pendo, Gong, HubSpot, Chargebee.
// OPS & WORKFLOW
Retool, Metabase, Zapier, Make, SQL, Notion, Asana, Jira.
// AI & AUTOMATION
Claude Code, ChatGPT, Cursor, Make, Zapier.
I use AI to eliminate repetitive ops work and move faster as a team.