About
I am a revenue leader.
I have built and restructured Customer Success organizations at PE-backed and NYSE-listed SaaS companies. $350M to $1B in revenue responsibility. Teams of 300+. 93-96% GRR. 115%+ NRR.
I have reduced churn by 3+ percentage points, built expansion motions contributing 30% of top-line growth, and delivered measurable improvements in customer lifetime value across four companies: Semrush, Covetrus, Flexential, and INAP.
My career started in Operations and Customer Experience. The most impactful transformations happen at the intersection of operational rigor and outcomes-based customer strategy. That dual perspective is the foundation of everything I build.
My Approach
I do not believe in CS theater. Activities that look good on dashboards but do not move retention, expansion, or LTV. Every initiative I lead is tied to measurable business impact.
I developed the a proprietary CS Model and the 7-Dimension Maturity Model. These frameworks have been implemented at PE-backed and public SaaS companies to professionalize and scale post-sale operations. They translate directly into segmentation models, coverage design, KPI structures, and AI-enabled workflows.
My focus is always the same: turn the existing customer base from a cost center into a compounding revenue asset. Build repeatable systems that outlast any individual leader. Deliver results that show up in the P&L and the exit multiple.
Beyond CS
Systems thinker. Dual Canadian-American citizen. Fluent in French and English. I have operated across North America and EMEA markets.
I write and speak regularly about CS transformation, the economics of churn, and AI readiness in post-sale operations. I build teams that are collaborative, data-literate, and obsessed with customer outcomes.
I am the founder of Success Calibrators, a revenue diagnostics firm for B2B SaaS companies.
Looking for a CCO who builds this engine in-house?
