About the founder

An operator first, a consultant second.

I've spent more than a decade inside B2B SaaS Customer Success and support organizations, not observing them from the outside. That distinction shapes how I work: I diagnose problems the way someone who has owned the outcome would, and I recommend the sequence I'd actually want to execute if I were the one on the hook for it.

Career background

Operating experience, not outside advisory experience

More than a decade in Customer Success and support leadership roles across B2B SaaS organizations
Experience building and scaling global Customer Success and support functions from early stage through growth
Direct experience with retention, renewals, customer operations, executive reporting, AI-enabled workflows, and organizational design
A career spent as an operator inside the function, not as an outside observer of it

Specific employer names are intentionally omitted here out of respect for those organizations - this practice operates independently, and no current or former employer endorses or is affiliated with it. Verified, attributed results from that career are shared below with context, because unattributed numbers aren't useful to you.

Verified results

Results from the founder's operating career

These are team and organizational outcomes achieved during defined periods, with the teams led along the way - not results attributable to one person acting alone, and not a promise of comparable results for a future client.

20%: Reduction in churn; Achieved while leading a Customer Success and support organization at WordStream supporting more than $30M in ARR.
120%: Net revenue retention; During a measured period leading Customer Success at CorralData.
98%: Enterprise gross revenue retention; Alongside an NPS of 100, during a measured period leading Customer Success at Localize.
100%: CSAT across 200+ surveys; Measured across more than 200 customer surveys while leading Customer Success at OutSystems.

How I work

Independent, evidence-based, and comfortable saying no

This practice has no software to sell and no staffing bench to fill. That independence is the point: the recommendation that comes out of a diagnosis is whatever the evidence supports, including recommendations that don't lead to more work for this practice.

I'm skeptical of simplistic fixes - the single dashboard that will fix retention, the platform that will fix a process problem, the reorg that will fix a strategy problem. Most of the value I can offer is in refusing to shortcut the diagnosis, even when a faster answer would be more comfortable to deliver.

Based in North Carolina - serving B2B SaaS companies remotely across the United States.

Next step

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The first conversation is about understanding what's happening and whether an independent diagnosis is the right next step.

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