Customer success and operations leadership
Director level customer success and operations leader for high growth SaaS. I design the teams, pricing and processes that drive adoption, expansion and long term retention.
About
I spend most of my time leading customer success and operations. I also work with a small number of founders on advisory and project based work when the fit is strong.
I help early and growth stage B2B SaaS companies build customer success and operations engines that scale. My experience spans customer success leadership, general operations and go to market strategy.
I have built teams from the ground up, owned renewals and expansion and worked closely with founders on pricing, packaging and analytics. My work often sits between product, sales and customer success where someone needs to translate strategy into clear plans and systems.
I like to start from a blank page, define how value is created for customers and for the company, then design the operating model that makes that value repeatable. That includes scorecards, management cadences and data that leaders trust.
Executive focus
I am interested in senior customer success and operations leadership roles in B2B SaaS where customer outcomes, operations and revenue are tightly connected.
I am most effective in B2B and B2B2C SaaS that sells into complex or regulated environments such as education, healthcare or enterprise services.
Capabilities
Whether I am on the executive team or engaged as an advisor, the work looks similar. I build customer success and operations systems that connect product, revenue and delivery.
Build and lead customer success and support teams for B2B and B2B2C products. Focus on adoption, time to value, renewals and expansion. Design playbooks for onboarding and ongoing value that tie product usage to business outcomes.
Translate strategy into an operating model that sales, product and customer success can execute. That includes scorecards, management rhythms and pricing and packaging aligned with unit economics and customer value.
Work as a thought partner on growth, positioning and operating decisions. Support leaders through the messy middle where plans meet real customers and constraints.
Define key metrics and implement the logic behind health scores, active accounts and utilization. Build simple and trusted views of performance that leaders can use to make decisions.
Experience
These examples include both internal leadership roles and advisory work. The goal is always to align customer outcomes, operations and growth.
Built customer success and operations from zero for a K12 safety SaaS platform. Designed implementation and support processes, reporting for adoption and renewals and partnered with sales on expansion across complex district deployments.
Defined strategy, pricing and packaging for a technology support service focused on older adults. Built a pricing architecture that balanced direct consumer revenue with health plan and community partnerships.
Introduced a management by objectives system that connected company, team and individual goals. Created scorecards and operating cadences that gave leadership and teams a shared view of performance.
Advisory and consulting
Work with me when you need a hands on operator to help you shape customer success, pricing or your operating model, and you are not yet ready for a full time senior hire.
Clarify the charter for customer success, define segment strategy and design the workflows for onboarding, value realization and renewals. Create a realistic plan for the first twelve months of customer success.
Structure pricing and packaging that match how customers buy, your unit economics and your sales motion. Includes a simple model that leadership can use to understand tradeoffs.
Introduce a practical goal and scorecard framework with weekly and monthly cadences that keep product, sales and customer success aligned. Define a small set of metrics that actually drive decisions.
Ongoing support as you scale your first customer success or operations leader. Act as a sounding board and behind the scenes partner on structure, hiring and prioritization.
I typically engage on short, focused projects or a light ongoing advisory cadence. If you share context, I can quickly tell you whether I am a fit for what you need.
Contact
If you are hiring for a senior customer success or operations role, or you are a founder who needs help with CS, pricing or operating systems, I would be glad to connect.
Please share a brief overview of your company, your product and what you are looking for. I review every message and respond when there is a strong fit with my experience and focus.
Connect on LinkedIn