Selected Work
Customer Success Operating Model
Multi-brand SaaS provider, operating model design
A growing SaaS organization operating across 15+ brands needed a unified customer success framework that could scale without losing the nuance of each brand's customer relationships. I designed a Customer Success Operating Model built around four pillars: People, Process, Technology, and Governance, creating the structural foundation for consistency, accountability, and visibility across the entire portfolio.
Customer Organization Transformation
Multi-business-unit IoT and technology provider, organizational design and transformation roadmap
A technology company operating across multiple business units had a fragmented customer organization with inconsistent processes, limited visibility, and a support function that was absorbing cost rather than generating value. I conducted a full gap analysis across accountability, visibility, and growth dimensions and designed a three-phase transformation roadmap. The future state moved Technical Support from a 60-person reactive function to a lean AI-first team, grew Customer Success from 5 to 15 people accountable for retention and ARR growth, and repositioned Professional Services from a cost center to a revenue-generating profit center.
AI-Powered Account Intelligence
Concept and working prototype, customer success and sales enablement
Customer success and sales teams at enterprise SaaS companies spend significant time manually researching accounts before calls and reviews. Time spent scanning news, tracking signals, and piecing together context that should already be in front of them. I designed and built a working prototype of an AI agent that automatically fetches and synthesizes the latest financial and business intelligence across a book of accounts, surfaces potential opportunities and risks, and delivers a digestible briefing on a daily or weekly cadence. The tool demonstrates how agentic AI can reduce research time, improve conversation quality, and help revenue teams get ahead of their accounts rather than react to them.
Customer Success Leadership Development
Early-stage SaaS company, CS leader mentorship and curriculum design
A small SaaS company had promoted a team member into a customer success leadership role but lacked the internal expertise to develop them properly. I designed a structured 9-week curriculum covering the core disciplines of customer success leadership, from operating model fundamentals and metrics to customer lifecycle management, retention strategy, and team development. Following the core program, I stayed on for an additional several weeks as a dedicated sounding board, working through real situations and decisions with the mentee as they applied what they had learned.
The engagement gave a growing company a stronger CS leader without the cost of a senior hire and gave the mentee a foundation they could build on independently.
