I build customer success organizations that scale, and the leaders who run them.
I've spent 10+ years building customer success and support organizations that own the entire customer lifecycle, scaling from the first hire to tens of thousands of users, lifting satisfaction, and turning teammates into leaders. I lead with a simple belief: give people the freedom to fail, coach to their strengths, and the results take care of themselves.
A decade of outcomes I can stand behind.
The path so far.
Click any role to expand the detail.
Joined as Paykeeper's first customer success hire and built the function from the ground up, scaling to support 10,000+ users with a small, highly optimized team.
- Scaled customer success from a team of one to an organization supporting 10K+ users, without scaling headcount linearly.
- Manage the full book of clients through a tightly integrated software suite and automations that keep a lean staff highly effective.
- Introduced AI and automation to optimize the verification process, cutting manual effort and speeding turnaround.
- Partner directly with executives to own the end-to-end customer experience and Paykeeper’s reputation with clients.
- Direct staffing, service levels, and customer success metrics as the operating backbone of the business.
One hire to 10,000+ users, without scaling headcount to match.
I joined as Paykeeper's first customer success hire and built the function from scratch. Through a tightly integrated software suite, automations, and AI-assisted verification, a lean team now supports the entire client base as it grows.
Programs and outcomes I'm proud of.
Filter by focus, then open any card for the full Situation → Action → Result.
Business Development Program
A development program that raised advisors’ ability to elevate conversations with eBay’s most valuable accounts.
New-Hire Onboarding Program
A co-created onboarding program that got new hires productive dramatically faster.
Book-of-Business System in OneNote
Created the account-management system the enterprise CSM team ran on, with no software to do it.
Scaling CS to 10K+ Users
Built the customer success function from the first hire and scaled it to the entire client base.
AI-Optimized Verification
Applied AI and automation to make the verification process faster and less manual.
Every claim, backed by evidence.
Select a competency to see exactly where and how I've proven it.
"If you're going to tell yourself a story, it might as well be a good one."
What we don't know, we tend to fill in, and since we're making it up either way, I'd rather assume the best of people than the worst. That mindset shapes how I coach, hire, and build teams.
Move, learn, adjust. Speed of learning beats fear of mistakes.
Psychological safety is the foundation everything else is built on.
Strength-based coaching draws out each person's natural talent.
Help people identify what they love most, and point the role at it.
What I bring to a leadership team.
The stack I operate in.
AI isn't a side experiment for me. It's how I operate.
I've made staying on the frontier of AI a daily habit. It's how I've scaled lean teams past what their headcount should allow, moved faster than the org around me, and consistently shown up as the person turning new tools into real results, at work and in everything I build on the side.
I track new models and tools as they ship and put the useful ones to work fast. Staying current is a deliberate, ongoing practice.
At Paykeeper I implemented and optimized AI chat and voice channels, and built custom reporting, databases, and live account-data pulls, so a small team supports 10K+ users and CSMs walk into EBRs with powerful, executable insight.
Outside work I've shipped a video game, a Strava-style skateboarding app, and a budgeting tool for a multi-property hotel owner. I create the systems, not just consume them.
I turn what I learn into playbooks and enablement so the whole team levels up, not just me.
My first 90 days.
How I'd step into a customer success org: earn context before I change anything, then move deliberately from listening to building.
- 1:1s with the team, peers, and execs to understand people, goals, and pain.
- Meet customers directly, especially the largest and the at-risk.
- Map the current state: metrics, tooling, workflows, and where they break.
- Turn the diagnosis into a ranked set of high-impact bets with the team.
- Define the metrics that matter and get leadership aligned on targets.
- Land quick wins that build trust while the bigger work spins up.
- Stand up the processes, playbooks, and tooling the org will run on.
- Put a coaching and enablement rhythm in place to grow the team.
- Report early results and set the roadmap for the next two quarters.
A little more about me.
Married 13 years and dad to three kids. Outside of work I'm a builder and a tinkerer at heart. I'm happiest with a project in front of me, whether that's designing something in CAD, running a 3D print, managing my home servers, or dropping in on a skateboard. I'm also a big fan of comedy, including stand-up, and a good laugh is never far from how I lead.
The hobbies that keep me hands-on with design and systems.
I run a long-form D&D campaign, and true to form, I've built a set of AI-driven tools and systems to help me manage the world, the story, and the prep behind it. It's where a lot of my hands-on AI experimentation happens.
My wife and I founded and ran Modern Canvas, an e-commerce company designing, printing, and shipping removable fabric wallpaper. We grew a real, profitable business and an audience of 3K+ followers before closing it after she injured her back and we welcomed our last child.
Let's talk about your customers.
If you're building or scaling a customer success organization, I'd love to compare notes.