Customer Success is still working.
But it's working too hard.
I help post-PMF SaaS companies redesign CS from hero-led execution into a scalable operating system — for retention, expansion, customer trust, and team capacity.
Built for SaaS teams where growth has outpaced the system.
- Growth has added complexity faster than the team can absorb
- The CS team is strong, but stretched
- Renewal visibility is inconsistent quarter to quarter
- Playbooks live in people's heads, not in the system
- Customer experience varies by segment or CSM
- Expansion is more reactive than systematic
- Leadership needs CS to become forecastable and commercially mature
Four doors.
One operating system.
Each engagement builds toward the same outcome: CS that runs on system, not heroics. Start where the leverage is highest for your stage.
CS Operating Model Diagnostic
Teams that need clarity before committing to bigger work.
A structured review of your CS operating model — lifecycle, health scoring, forecasting, expansion, team capacity. You leave with a prioritized roadmap of quick wins and the structural fixes that compound.
Book a diagnostic →CS Scale Design Sprint
Teams ready to redesign a specific layer of the operating model.
A 60–90 day engagement to rebuild segmentation, lifecycle, health, renewal motion, onboarding, or operating cadence. I ship the system, train the team, and hand over the keys.
Discuss a sprint →Fractional CS Leadership
Companies that need an experienced operator leading the work, part-time.
I sit in your leadership rhythms 1–2 days a week, own the CS roadmap, develop the team, and partner with Product, Sales, and Finance. Designed to bridge to a full-time hire — or stay fractional indefinitely.
Discuss fractional →Full-Time Leadership — Head / VP of Customer Success
For search firms, CEOs, and hiring teams evaluating me for a full-time leadership seat at a post-PMF SaaS company.
Not sure which door? Start with the Diagnostic. It's the fastest way to see where your CS model actually leaks.
Outcomes from the same system, across companies and stages.
110%+
Net Revenue Retention
92%
Logo retention
20%→5%
Forecast variance reduction
+35%
Adoption lift in redesigned onboarding
−30%
Time-to-value reduction
$1M
Expansion pipeline built
$800K
Expansion revenue closed
200+
Healthcare orgs supported
Want a second set of eyes on your CS model?
Book a diagnostic conversation. Thirty minutes to surface where the leaks are, what's worth fixing first, and whether my approach fits your stage and budget.