Customer Success, Technology & Operations Executive
I build and scale Customer Success, CX, and technical operations where technology, customer outcomes, and revenue intersect. I turn complex service environments into structured, measurable systems that improve adoption, retention, operational performance, and growth.
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.
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.
Full resume, references, and background details available on request. Email me.
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.
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.
A clear, prioritized report connecting the gaps in your customer experience directly to their revenue impact, not a generic best-practices checklist.
A working session that turns the findings into a concrete plan for the next 90 days, sized to your team's actual capacity.