Consulting

Not Theory.
Track Record.

I'm not a consultant who studied Customer Success. I'm the person who built it. Fractional, project-based, or board-level advisory. We figure out what your situation actually needs.

Why This Is Different

The Person Who Built It.

I formally named and popularized Customer Success as a discipline starting in 2010. I was the first to connect it explicitly to expansion revenue, commercial outcomes, and what I now call LTV maximization.

I've built CS organizations at companies from seed-stage through public. I've diagnosed and rebuilt orgs that were broken. I've trained thousands of CS practitioners and leaders across every vertical, model, and market.

Fifteen years of doing this, across that many contexts, is the thing you're buying. The frameworks are part of it. The instincts are the other part.

Start a Conversation
2010+
Building and naming the Customer Success discipline
#1
To connect CS explicitly to expansion and commercial revenue
100s
Of companies built or rebuilt across every stage and model
15x
LTV potential most companies are leaving uncaptured

Engagement Types

Pick the Format.

What You Get

What This Actually Looks Like.

CS Org Design
Roles, responsibilities, team structure, handoffs, and the comp model that makes the whole thing actually produce commercial results.
Expansion Playbooks
The signals, milestones, conversation guides, and plays your team needs to run a repeatable expansion motion. Not theory. Deployable.
Discovery Frameworks
How your team understands what a customer actually needs at every stage, not just at onboarding. The foundation for every expansion conversation.
Champion Building
How to identify, develop, and arm the internal champions who drive renewal and expansion from the inside. The underrated lever in every complex account.
Executive Engagement
How your team gets into executive conversations, stays there, and uses them to de-risk and accelerate every commercial motion.
Diagnostic + Roadmap
A structured assessment of where your LTV capture is breaking down and a prioritized roadmap to fix it. Useful standalone or as a precursor to deeper work.