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. 93-96% GRR. 115%+ NRR.

I have reduced churn by 3+ percentage points, built expansion motions that contribute 30% of top-line growth, and delivered measurable improvements in customer lifetime value for the top 30% of accounts.

My career started in Operations and Customer Experience, where I learned that 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 have developed proprietary frameworks (the 7-Pillar Advanced CS Model and Maturity Model) that have been adopted by organizations seeking to professionalize and scale their CS operations. These frameworks 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. Understand the total addressable market and 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, and have evolved in global roles. I write and speak regularly about CS transformation, AI readiness in post-sale operations, and the evolving commercial relationship between CS, Sales, Product, and Marketing.

I build teams that are collaborative, data-literate, and obsessed with customer outcomes. I am at my best when the problem is cross-functional, the stakes are high, and the math has to work.