Retention and expansion shouldn’t just protect revenue — they should drive it. But too often, post-sale teams are underbuilt or misaligned at exactly the stage when growth should accelerate.
Most of the time, effort isn’t the issue. What’s missing are the systems that turn post-sale activity into consistent, measurable revenue. That's the gap I help close.
I partner with PE-backed and founder-led SaaS companies to make retention and expansion more predictable — especially in complex or regulated markets where results are harder to measure and repeat. I’ve built three CS/CX orgs from scratch and led post-sale transformations across biotech, healthtech, and enterprise SaaS. My focus is turning scattered signals into a clear path forward so revenue teams can stop firefighting and start scaling.
Some recent wins:
- GRR up 10pts by overhauling renewal playbooks and aligning CS with Sales, Product, and Marketing
- $500K+ strategic accounts saved with “Data Stories” that told a clearer, more credible value narrative than usage reports ever could
- 50% of dormant users reactivated through AI-informed health scoring and lifecycle automation
- 30+ hours/week saved with team-wide adoption of practical AI workflows and tool automations
- Time-to-value accelerated by 65% via onboarding systems that scaled to 900+ accounts without additional headcount
- Self-service resources launched (knowledge base, onboarding center, enablement hub), reducing support tickets by 30% and boosting cross-team efficiency by 25%
I work across functions and tech stacks to help teams move faster and smarter — whether that means clarifying metrics, mapping the right handoffs, or building systems that scale. Tools I’ve used include Vitally, Appcues, Salesforce, HubSpot, Dynamics, PowerBI, Looker, and multiple GenAI platforms, but I adapt quickly to whatever’s already in play.
Schedule 30–60 minutes to discuss:
Retention & expansion strategy
Customer segmentation & prioritization
Signals & systems for churn prediction
Post-sale metrics & reporting clarity
Cross-functional GTM handoffs
Customer success org design or realignment
Scaling customer outcomes with limited headcount
CS/CX support during due diligence or transition
Also available for:
Short-term strategy sprints
Audits and roadmap creation
Long-term fractional or advisory roles
If you’re working through one of these challenges (or not sure where to start), I’ll help you find a path forward — and make sure the customers you fought hard to win are actually growing.