I build and scale Customer Success, CX, and technical operations where technology, customer outcomes, and revenue intersect. I lead cross-functional programs from scope to launch, aligning Product, Engineering, and Operations around measurable outcomes, and turn complex service environments into structured systems that improve adoption, retention, operational performance, and growth.
Match GroupCorporate CX Operations & Escalation Authority
Due Diligence DefenseFounding Operations Leader & Head of Client Success
Leadership track
For hiring teams evaluating Customer Success, CX, Operations, or technical customer organization leadership. Each entry below is a real situation I stepped into, what I built, and the measurable result.
B.E.S.T.
Senior Director, CX & Technical Operations
2024–2026
Led customer and technical operations programs for 250+ enterprise customers and partners, using ServiceNow and enterprise service-management workflows to establish incident management, escalation governance, SLA visibility, and backlog control.
Designed and rolled out AI-enabled troubleshooting guides, runbooks, and performance dashboards, reducing resolution time by 35% and increasing customer satisfaction by 40%.
Led high-severity incidents and executive escalations, coordinating resolution, communications, ownership, and follow-through across Product, Engineering, Support, and business stakeholders.
Recovered a $1.3M enterprise account at risk of churn after the partner questioned delivered ROI, rebuilding trust through transparent value reporting and relationship-driven account management.
OneTen
Head of Customer Success & Experience
2022–2024
Built the Customer Success function from zero, architecting Customer Impact Plans, onboarding systems, escalation workflows, health scoring models, and digital engagement programs serving 1,000+ registered users across 10+ Fortune 500 partner organizations.
Co-built OneTen's HubSpot CRM and pipeline architecture, originally scoped for Marketing, and extended it into Acquisition and the Talent side as engagement needs grew.
Designed and ran an 81-session recurring webinar and platform-enablement program across U.S. time zones, expanding access to training, adoption support, and issue resolution.
Took over a ticket queue two years behind on resolution, personally reaching out to every affected user and retaining 40%+ of at-risk participants who intended to leave the platform.
Reduced SLA breaches by 25% and inbound ticket volume by 20% through structured triage and self-service enablement.
Apple
Director of Customer Success
2014–2021
Led cross-departmental rollouts of new software and support tools across 500+ global advisors in North America, EMEA, and APAC, spanning iOS, Mac, Apple TV, and App Store ecosystems.
Led 15 to 25 senior managers, each supported by a team lead and about 25 advisors, through skip-level reviews, 1:1s, and structured performance planning.
Led an escalation-reduction initiative: identified why issues were escalating, created reference resources for managers, and reduced escalations by more than 50% within 30 days.
Influenced $5M+ in annual enterprise and education renewals; earned Apple's Leadership Award every quarter for four consecutive years.
Match Group
Corporate CX Operations & Escalation Authority
2014–2015
Drove a 97.62% quality score while reducing churn by 32% through escalation workflow redesign, queue management, and CRM process optimization.
Held escalation and policy-enforcement jurisdiction across Match Group's portfolio of dating platforms, personally stepping in when small, distributed site teams were at capacity.
Due Diligence Defense
Founding Operations Leader & Head of Client Success
2008–2014
Built end-to-end B2B client operations, service delivery, and issue resolution in a regulated, high-trust environment, growing repeat business and referrals by 18%+.
NSLS
Additional leadership, University of Phoenix Chapter
2025–present
Vice President of Operations (Mar 2026–present): build operational infrastructure, including dashboards, governance frameworks, communication systems, and cross-functional workflows.
Previously Director, Leadership Development & Interview Operations (Aug 2025–Mar 2026).
How I operate
The same underlying framework shows up across every engagement above, just applied to a different customer base and business model.
My measure of executive leadership isn't how many decisions reach my desk. It's how many sound decisions my organization can make because I've developed the people, systems, and judgment to support them.
A generalized version of the operating model used across the engagements above — rebuilt independently, with no company-specific data or proprietary material.
I use technology as operating infrastructure, connecting customer data, service delivery, workflows, automation, and analytics to improve customer outcomes and business performance.
B.S., Business Administration, University of Phoenix · Executive Leadership & Management, Harvard Business School Online · Certified Customer Success Manager (CCSM) · Six Sigma Green Belt
Open to Senior Director, VP, and senior program leadership roles across Customer Success, CX, and Technical Operations. Full resume and references available on request.
Email me.
Thought leadership
Selected writing on customer success, operations, and leadership, published on LinkedIn.
The SaaS Customer Success & Revenue Diagnostic is a short, focused engagement for SaaS founders and Customer Success leaders who suspect their customer experience is quietly costing them retention and revenue, and want a clear, prioritized view of what to fix first.
Diagnostic review
An audit of your current customer success operations, tooling, and escalation paths, grounded in the same operational frameworks used to run enterprise CS orgs at scale.
Findings & priorities
A clear, prioritized report connecting the gaps in your customer experience directly to their revenue impact, not a generic best-practices checklist.
Roadmap conversation
A working session that turns the findings into a concrete plan for the next 90 days, sized to your team's actual capacity.
Who this is for
Customer Success leaders and founders at growing SaaS and technology companies who want an experienced, outside perspective before committing to a full-time hire or a larger consulting engagement.
