Building scalable customer success organizations that create operational clarity, retention predictability, & long-term growth.
I'm a customer success & customer operations leader who specializes in building scalable post-sale organizations during periods of rapid growth, operational transformation, & acquisition-stage change. Over the past decade, I've helped SaaS organizations design lifecycle frameworks, onboarding systems, forecasting infrastructure, customer health programs, operational workflows, & scalable engagement strategies that improve retention, visibility, & customer value realization.
My work sits at the intersection of:
I'm particularly energized by environments where complexity is increasing quickly & teams need stronger operational clarity to scale effectively.
110%+
Net Revenue Retention
Sustained 110%+ NRR & 92% customer retention across 200+ healthcare organizations through lifecycle segmentation, health scoring, onboarding redesign, & proactive engagement.
20% → 5%
Forecast variance reduction
Built forecasting infrastructure, KPI dashboards, CRM workflows, & health systems that improved renewal visibility and operational predictability.
5×
Company growth supported
Helped scale customer operations during BoardVitals' growth from $5M → $25M ARR through onboarding standardization and acquisition integration.
+35%
Product adoption
Designed milestone-based onboarding workflows & playbooks that improved time-to-value by ~30% and created scalable activation experiences.
$1M
Expansion pipeline
Operationalized customer health, expansion planning & renewal strategy with Sales leadership — $1M pipeline and $800K in closed expansion revenue.
Across Medality, BoardVitals, & Handy, I repeatedly joined organizations during periods of hypergrowth, operational ambiguity, acquisition transition, and organizational scale. In those environments, I focused on building clarity: clear lifecycle stages, scalable onboarding experiences, measurable customer health frameworks, operational reporting systems, forecasting discipline, standardized engagement motions, and stronger alignment between Customer Success, Sales, Product, and leadership.
I believe great customer success organizations are not built on heroic effort or reactive escalation management. They are built through scalable systems, operational discipline, & a deep understanding of how customers realize value over time.
Scaling Customer Success after Series A
Architected Medality's first scalable CS operating model — lifecycle segmentation, health scoring, onboarding playbooks, KPI dashboards, forecasting, executive QBR structure, CRM automation, and proactive retention frameworks.
Operational scale through acquisition
Built lifecycle frameworks, onboarding programs, customer education, KPI infrastructure, feedback loops, and escalation workflows. Created BoardVitals Bootcamp — a cohort-based enablement program standardizing engagement across CS, support, and ops.
Cross-functional compliance build
Led the company-wide initiative to bring accredited healthcare education compliance in-house at BoardVitals — coordinating cross-functional requirements and building sustainable operational workflows.
(Acquired by TrueLearn)
Head of Customer Success & Operations
Feb 2022 – Jul 2025
Built & scaled customer success operations during rapid growth & acquisition transition. Architected Medality's first scalable CS operating model — lifecycle segmentation, customer health scoring, onboarding frameworks, forecasting, CRM automation, and operational reporting that sustained 110%+ NRR and 92% retention across 200+ healthcare organizations.
(Acquired by Ascend Learning)
Head of Customer Operations (promoted from Customer Operations Manager)
Jul 2016 – Feb 2022
Helped scale customer operations through rapid organizational growth & acquisition integration. Built onboarding programs, lifecycle engagement systems, KPI reporting, customer education, escalation workflows, and operational frameworks that improved retention and consistency during 5× ARR growth.
(Acquired by Angi)
Customer Experience & Account Management
Aug 2014 – Dec 2015
Supported customer operations during Handy's Series B & C growth stages — improving operational workflows, escalation management, and logistics visibility within a high-volume marketplace environment.
As companies scale, customer success becomes much more than relationship management. It becomes operational infrastructure that influences retention, forecasting, product feedback, customer experience, & long-term company growth. The work I enjoy most is helping organizations evolve from reactive customer management toward scalable, proactive systems that help both teams & customers operate more strategically.