Customer Success expertise that accelerates your success.
Operational customer experience and customer success advice from someone who's run the function — twenty years building and leading high-performing teams at Flexential, Nutanix, LinkedIn, and Google plus the dedicated CS consulting practice for Vista’s $107B portfolio.
TWENTY YEARS OPERATING EXPERIENCE AT
What I Do
Three ways we typically work together
Every engagement is shaped to the moment your team is in — but most start as one of these.
Customer Success Diagnostic
An 8–10 week, top-to-bottom assessment of how your customer-facing functions actually run — and a prioritized roadmap for improvement your team will adopt.
CX Org & Journey Design
Design or rebuild your Customer Experience organization, customer journey, and health-scoring framework. Strategically implement AI to greatly improve coverage and accelerate time to revenue.
Fractional Exec & Board Advisor
Senior operating support for early-stage and PE-backed companies — fractional CS leadership, board advisory, and at-risk account intervention.
OPERATING TRACK RECORD
I’ve developed the playbook and implemented it - at scale.
Most CX advice is aspirational. Mine is operational, because I’ve actually run the function.
+16%
Net Revenue Retention lift
Flexential - SVP CS
132%
Net expansion at 97% gross retention
Nutanix - VP CS
200+
Team size that I built and led at LinkedIn
LinkedIn - Director Global Solutions & Services
$107B
PE portfolio assets under management - CS practice leader
Vista Consulting Group - MD