Topic
Customer Success
Strategic and operational frameworks for driving customer value, retention, and expansion through proactive engagement.
From Reactive Support to Strategic Partner
Customer Success is not just about preventing churn-it's about becoming so embedded in your customers' success that expansion becomes the natural next step.
Too many CS teams are stuck in reactive mode: answering tickets, managing escalations, and scrambling to save accounts that are already on fire. That's not success-that's survival.
I work with companies to transform their CS function into a proactive, strategic operation. This means defining what "success" actually looks like for your customers, building health scoring models that predict risk before it materializes, and creating playbooks that scale your team's impact without scaling headcount.
My background includes building CS organizations from the ground up, inheriting struggling teams and turning them around, and helping CS leaders establish credibility in organizations where the function has historically been undervalued. If you're a new CS leader navigating your first 90 days-or a founder trying to figure out when and how to invest in customer success-I can help.