About Me
Customer Success Leader · Systems Builder
I build Customer Success infrastructure at technical startups. That means designing the systems, processes, and operating models that help post-sales teams protect revenue and drive customer outcomes at scale.
Most of my career has been spent at early-stage and growth-stage B2B SaaS companies, where I've built CS functions from the ground up: selecting and implementing platforms, designing onboarding and renewal workflows, standing up risk governance processes, and partnering with leadership to shape how the company operates after the deal closes.
I'm technical enough to write production code, build internal tools, and debug APIs, but my real focus is on the systems layer: how information flows, how teams coordinate, and how processes scale without breaking.
What I Build
CS Operating Systems
Onboarding models, renewal risk frameworks, health scoring, account segmentation, executive QBR processes
Platform Infrastructure
CS platform implementation (Gainsight, Vitally), CRM administration (Salesforce, HubSpot), workflow automation, data migrations
Internal Tooling
Productivity tools, integrations across CS/CRM/ticketing stacks, reporting pipelines, leadership dashboards
Org Design & Change
Post-sales team structures, account assignment models, cross-functional handoffs, process rollouts
How I Think
I gravitate toward ambiguity. The projects I find most interesting are the ones where the problem is clear but the path isn't: standing up a new function, designing a process that doesn't exist yet, or making a decision with incomplete information.
I prefer building systems that are simple, legible, and maintainable over clever solutions that only I understand. If I can't explain how something works in a few sentences, it probably needs to be redesigned.
Outside of Work
When I'm not working, I'm usually:
🐶Out with my dog Goku, exploring Baltimore and getting outside whenever I can.
☕Hunting for great coffee spots and the best breakfast sandwich in the city.
🍳Cooking at home and experimenting in the kitchen.
✈️Traveling and exploring new places, especially cities with good food and walkability.
🎮Playing World of Warcraft and other games that let me unplug and relax.
I value time away from screens, good conversations, and building a life that isn't defined entirely by work.
If you're building something interesting or want to talk about CS systems, I'd be happy to connect.