Turn Customer Success into a growth engine.
I partner with founders, product managers, and engineering teams to transform CS/CX from a cost center into a compounding growth function — with sharper journeys, durable playbooks, and AI agents wired into the work.
Most SaaS teams hit the same wall.
Support tickets grow faster than ARR. Onboarding loses people before they hit their aha moment. Customer signal never quite reaches the roadmap. Each gap is small on its own — together they cap retention and slow expansion.
- Churn shows up in QBRs, not in time to act on it.
- CSMs spend their week on copy-paste work an agent could do.
- Engineering ships fast; the customer-facing org runs on tribal knowledge.
How I help SaaS companies scale.
Four engagement shapes. Pick one, or stack them across a quarter.
Journey Mapping & CX Strategy
Analyze existing customer journeys end-to-end, identify retention gaps, and implement a tailored CS/CX framework that reduces churn.
Playbooks & Process Design
Build robust customer-facing processes that optimize onboarding, support, and long-term engagement — documented so your team can actually run them.
AI Agents for CS Workflows
Design, build, and deploy specialized AI agents to automate tedious workflows. Your team scales without a linear increase in headcount.
Product ↔ Support Alignment
Bridge engineering and the customer. User insights flow directly into the roadmap, with shared rituals that keep both sides honest.
Discover → Design → Build → Run.
Lightweight artifacts, weekly progress, no theater. Every engagement starts with a two-week discovery sprint — if the work isn't worth doing, you'll know by week two.
- Stakeholder interviews
- Journey audit
- Data + tooling review
- Target journey map
- Playbook drafts
- Agent specs
- CS workflows
- AI agents wired in
- Enablement & training
- Cohort tracking
- Iteration cadence
- Roadmap handoff
What clients actually walk away with.
"We stopped firefighting tickets and started shipping CS as a product. The AI agents alone gave us back a full headcount of work."
Honest about fit.
- Seed–Series C SaaS with a real customer base
- Founders or PMs feeling churn before metrics catch it
- Teams ready to wire AI into actual workflows, not slideware
- Pre-PMF with <50 customers — you need sales, not CS strategy
- Looking to outsource an entire CS team (I work with yours)
- Want a 60-slide deck instead of working software
Common questions.
How do you price engagements?+
Fixed-scope sprints for discovery and playbook work; monthly retainers for embedded and AI-agent builds. You'll see the number before we start.
Do you build the AI agents yourself?+
Yes. I design, build, and ship them end-to-end, then hand off documentation and ownership to your team.
What tools do you work with?+
Whatever you already use — HubSpot, Intercom, Zendesk, Salesforce, Notion, Linear, plus modern LLM tooling. No forced re-platforming.
Do you sign NDAs?+
Standard mutual NDA before any deep discovery. Reference clients available on request.
Tell me where the journey is leaking.
Or which workflow you wish an agent already owned. 30 minutes, no pitch — we'll map your highest-leverage CS/CX gap on the call.