Selected work.
Eight case studies on building Customer Success that scales — the systems, frameworks, and leadership rhythms behind durable revenue. Long-form artifacts available on request.
Scaling CS without breaking it
Built the playbooks, segmentation, and lifecycle infrastructure that let CS support 200× revenue expansion at Medality — while sustaining 110%+ NRR and 92% retention.
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The CS leader's first 90 days
A 30-60-90 framework for new CS leaders: build trust, diagnose the operating gaps, prioritize the work that compounds. The way I land — at Medality, Navina, and inside any new CS org.
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Onboarding built around moments that matter
Applied behavioral science — the peak-end rule — to redesign onboarding around three moments: welcome, first milestone, first success. Adopted as benchmark post-acquisition.
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Forecasting leadership can actually trust
AI-driven health scoring + renewal cadence that eliminated 'surprise churn' and enabled proactive save-and-expand motions.
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Pulse — the CS command center, built end-to-end
A live dashboard that encodes how I think about CS operations: multi-factor health scoring, renewal forecasting, an insight engine, and two views (leadership + CSM) over one dataset.
Stabilize now, scale fast
Installed unified intake, tiered BPO/internal ownership, and SLA + first-touch-resolution discipline at a Seed-stage healthtech platform — turning provider support from fire-fighting into infrastructure.
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A 90-day playbook for turning around a low-performing team
NPS 82 → 69, churn up 10%, ~10 reps serving 30,000 members. Phased diagnose → implement → optimize plan targeting a +10 NPS rebound and sub-2-minute response, without papering over root causes.
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How I measure scalable CS
A four-axis scorecard — sentiment, efficiency, consistency, team health — that forces trade-offs to be visible and makes capacity gains attributable to the right cause.
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