Modern Customer Success, Delivered.
Leadership coaching, consulting, and training for Customer Success teams that need to scale on purpose.
I partner with business and CS leaders to bring clarity, structure, and momentum to how Customer Success actually operates.
Customer Success expertise grounded in real experience, not theory.
Let’s Build What Your CS Team Actually Needs
How Engagements Typically Work
My process is intentionally simple and tailored to your business, no pre-packaged solutions, no generic scopes. There's no one-size-fits-all CS approach, so there's no one-size-fits-all engagement either.
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Start with a Discovery Conversation
We begin with a working session to understand your business, your customers, and the challenges you’re navigating. This is not a sales call, it’s about clarity and fit. -
Assess Your Current State
Together, we assess where Customer Success is today, what’s working, what’s breaking down, and where the biggest opportunities exist across leadership, process, and execution. -
Design a Bespoke EngagementBased on your goals and scope, I design a custom proposal that outlines the right mix of coaching, consulting, or training, aligned to your stage and priorities.
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Formalize and Kick Off
Once aligned, we formalize the engagement and get to work with a clear plan, expectations, and success criteria from day one.
Coaching
For leaders navigating scale, complexity, and influence.
1:1 coaching to strengthen decision-making, executive presence, and leadership effectiveness as your scope
and impact grow.
Best for: Heads of CS, CCOs, emerging leaders
Consulting & Advisory
For teams building or evolving their CS strategy and operating model.
Hands-on advisory to design the systems, processes, and metrics that drive predictable retention and expansion.
Best for: Founders, CS leaders, GTM teams
Education & Enablement
For teams that need practical, role-based training.
Interactive workshops that improve consistency, confidence, and execution across the customer lifecycle.
Best for: CS teams, managers, cross-functional groups
Explore My Services
A selection of services designed to meet you where you are today and evolve as your Customer Success organization, strategy, and goals mature.
Customer Success Audits
CS Platform Selection & Optimization
Customer Journey Mapping
Renewal & Retention Process Design
Health Score Design
Onboarding Optimization
CS Hiring & Team Design Support
CS Team Training & Enablement
Process, Playbook & Program Design
Customer Survey & Feedback Strategy
AI Strategies for Customer Success
Business Review Strategy & Execution
There’s no single playbook for Customer Success, only the right one for your business.
TIER 1
BLUEPRINT
Clarity, direction, and a trusted strategic sounding board
Best for: CS leaders and founders who need experienced guidance and leadership support as they navigate growth, hiring, and customer challenges
1 session per week
+ 2 floating sessions per month as needed
WHAT'S INCLUDED
Leadership coaching and support
Org design and hiring planning
KPI and retention strategy
Customer and deal scenario advising
Executive and board preparation
Cross-functional alignment
Strategic prioritization
TIER 2
BUILD
Design and build your Customer Success operating model
Best for: Series A–B SaaS companies building or redesigning Customer Success and needing structure, segmentation, and a scalable operating model
2 sessions per week
+ 2 floating sessions per month as needed
EVERYTHING IN BLUEPRINT, PLUS
Customer lifecycle and journey design
Segmentation and coverage model
KPI framework and success metrics
Org structure and hiring roadmap
Renewal and expansion strategy
Customer engagement model
CS–Sales alignment
Playbooks and workflows
Systems and tooling approach
TIER 2
Design and build your Customer Success operating model
BUILD
Best for: Series A–B SaaS companies building or redesigning Customer Success and needing structure, segmentation, and a scalable operating model
2 sessions per week
+ 2 floating sessions per month as needed
EVERYTHING IN BLUEPRINT, PLUS
Customer lifecycle and journey design
Segmentation and coverage model
KPI framework and success metrics
Org structure and hiring roadmap
Renewal and expansion strategy
Customer engagement model
CS–Sales alignment
Playbooks and workflows
Systems and tooling approach
Strategic initiatives across the customer lifecycle
Expansion strategy
Organizational design and evolution
Annual and quarterly planning
Board and investor preparation
Forecast and retention modeling
Executive and leadership advisory
EVERYTHING IN BUILD, PLUS
15 sessions per month
Cadence to be established by customer
Best for: Scaling SaaS companies that want a senior CS leader closely aligned with their executive team as they grow
TIER 3
SCALE
An embedded strategic partner as you grow and scale
OPTION 1
WORKSHOP
A single, focused session built around one or two specific skills.
Best for: Teams that need a fast, high-impact skill boost, a kickoff training, an onsite, or a targeted deep dive on one capability gap.
Delivery Options
Full Day or Half Day / In person or Virtual
WHAT'S INCLUDED
Pre-session discovery to identify your team's specific skill gaps
Live, interactive training session (half or full day)
Real scenario-based exercises, not generic case studies
Session recap and key takeaways document
Slide deck and materials from the session
30-day follow-up check-in to gauge application
OPTION 2
PROGRAM
A recurring cadence of sessions building skills over time.
Best for: Teams who are looking to invest in ongoing training and enablement to develop skills over time.
Delivery Options
90 min sessions + 30 min Q&A
WHAT'S INCLUDED
Multi-session curriculum built around your team's actual skill gaps
Skill progression tracked across sessions
Reinforcement exercises and assignments between sessions
Manager coaching to support on-the-job application
Role-specific tracks for new hires vs. tenured CSMs
Quarterly progress review with leadership
TIER 2
BUILD
Design and build your Customer Success operating model
Best for: Series A–B SaaS companies building or redesigning Customer Success and needing structure, segmentation, and a scalable operating model
2 sessions per week
+ 2 floating sessions per month as needed
EVERYTHING IN BLUEPRINT, PLUS
Customer lifecycle and journey design
Segmentation and coverage model
KPI framework and success metrics
Org structure and hiring roadmap
Renewal and expansion strategy
Customer engagement model
CS–Sales alignment
Playbooks and workflows
Systems and tooling approach
Certification exams to validate mastery
Skill rating matrix to track proficiency across your team
Content built by role type, individual contributors vs. leaders
Optional private Slack channel and Ask-the-Expert sessions
Combination of in-person and virtual delivery
Tailored entirely to your business and your specific use cases
WHAT'S INCLUDED
Delivery Options
Cadence and delivery to be established by customer
Best for: Orgs that want training infrastructure built specifically around their business, not a generic curriculum, with the tools to measure and validate.
OPTION 3
CUSTOM CURRICULUM
A fully built training system your team owns and runs going forward.
OPTION 1
CS LEADERSHIP COACHING
Guided, structured coaching to build your skills as a CS leader.
Best for: New or growing CS leaders who want structured guidance to build core leadership capability.
Engagement Structure
Project Based or Skills Based
WHAT'S INCLUDED
Structured development plan built around your specific growth areas
Regular 1:1 sessions with clear goals and progress tracking
Practical frameworks for decision-making, team leadership, and execution
Guidance and advice from real lived scenarios
OPTION 2
MENTORSHIP
A trusted resource for the moments you can't figure out alone.
Best for: Experienced CS leaders who don't need instruction, they need someone in their corner who gets it.
Engagement Structure
60 Min Sessions When You Need
WHAT'S INCLUDED
Flexible, as-needed sessions rather than a fixed curriculum
A space to think through hard calls, org politics, and tough decisions
Perspective from someone who's actually done the job
Shared resources, templates and guides
TIER 2
BUILD
Design and build your Customer Success operating model
Best for: Series A–B SaaS companies building or redesigning Customer Success and needing structure, segmentation, and a scalable operating model
2 sessions per week
+ 2 floating sessions per month as needed
EVERYTHING IN BLUEPRINT, PLUS
Customer lifecycle and journey design
Segmentation and coverage model
KPI framework and success metrics
Org structure and hiring roadmap
Renewal and expansion strategy
Customer engagement model
CS–Sales alignment
Playbooks and workflows
Systems and tooling approach
Guidance that keeps Customer Success at the center of the business
Support making cross-functional calls that touch CS
Translation of CS decisions, and strategy into business-level understanding
Coaching for CEOs, CROs, and other execs who need fluency in CS
WHAT'S INCLUDED
Engagement Structure
Sessions for any and all cross-functional executives
Best for: Executives who need a CS-literate advisor to help them lead a function they don't come from.
OPTION 3
EXEC LEADERSHIP COACHING
For exes who want to run the function through a CS lens.
What Makes This Work Different
Customer Success isn’t broken, but many CS teams are stuck operating with mismatched expectations, unclear ownership, and too much activity that doesn’t translate into impact.
My approach is intentionally hands-on, grounded in real-world experience, and designed to help teams make better decisions, not just check more boxes. I focus on clarity over complexity, systems over heroics, and execution that actually holds up as the business scales.
That means:
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Fewer generic frameworks, more context-driven strategy
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Clear standards for how CS operates and shows up
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Practical tools that support judgment, not replace it
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Alignment across CS, Sales, Product, and Finance
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Measurable outcomes tied to the business, not just CS activity
