Customer Success & Operations executive. I scale teams, grow revenue, and turn customer relationships into lasting competitive advantage.
I'm a Customer Success and Operations executive with over 20 years of experience scaling teams and driving revenue growth across early-stage startups and enterprise SaaS companies. I've led organizations through every stage — from Seed to Series B chaos to global enterprise scale.
My work lives at the intersection of people, process, and profit. Whether I'm rebuilding a customer health program, unifying disparate teams into a cohesive CS org, or crafting a go-to-market strategy from scratch, I bring a relentless focus on retention, expansion, and operational excellence.
I'm based in Issaquah, WA and have spent my career at companies like Valve, DreamBox Learning, Glassbox, and SoundThinking — with a consistent thread of turning ambiguity into alignment and customer relationships into durable revenue.
A career built on measurable outcomes — growing revenue, retaining customers, and building teams that perform at every stage of company growth.
Leading Customer Success at SoundThinking, a public safety technology company. Driving retention, expansion, and customer health programs across the portfolio.
Oversaw day-to-day operations — finance, sales, and client delivery — at a sustainable business intelligence SaaS startup. Developed GTM strategy, built sales collateral, and introduced OKR-driven performance culture as the company transitioned from consulting to product.
Led a fully remote global team of 14 CSMs serving Enterprise Healthcare, Banking, and Financial Services customers. Grew ARR from $45M to $58M, closed $12.8M in expansion revenue, and improved NDR from 1.20 to 1.37.
Led a 22-person global team across Account Management, Customer Success, and Support. Grew ARR from $10M to $12M, improved NDR to 1.48, and cut time-to-value from six months to under 30 days.
Unified four disparate teams into a cohesive 30-person global Customer Success organization. Generated over $1M in new professional services revenue and deployed Zendesk as the company's support platform.
Co-led operations of a cybersecurity SaaS startup — overseeing fundraising, recruiting, sales, and client delivery. Achieved a 90% sales close rate and ~3% churn while managing a fully remote team of 30.
Built and led Valve's customer-facing operations as Steam scaled to $1B+ in annual revenue. Managed 1.5M+ support tickets per year across 13 languages. Reduced account fraud by 60% and cut chargeback rates from 20%+ to under 2%, saving an estimated $90M annually.
Whether you're looking for a CS or Operations leader, want to explore a collaboration, or just want to connect — I'd love to hear from you.