About

Customer Success expert, formerly at Roku, Intercom, and Thunder. I also advise clients on Customer Success projects. Past projects have included:

Building a Customer Success team

• Hiring Manager of Customer Success and CSMs
• Developing a 90-day onboarding plan
• Coaching, training, and mentoring an entire team

Scaling a Customer Success team

• Determining which metrics matter and how to report on them
• Establishing workflows, processes, and playbooks
• Implementing Customer Success products for automated messaging, health tracking, and more

Reducing customer churn and increasing recurring revenue

• Creating processes that deliver upsells and renewals
• Analyzing customer cohorts
• Aligning Sales, Support, Growth, and Customer Success teams

My work has also been published by OpenView Labs, Intercom, Calendly, Kayako, and ChurnZero.

Find me on LinkedIn.