Stronger customer organizations.
More valuable customer relationships.
I help SaaS and technology companies improve retention, renewals and expansion, build high-performing post-sales teams, and create scalable Customer Success and Account Management operations.
I also provide independent NetSuite commercial advisory services to help customers better understand their licenses, identify potential underutilization and prepare for renewal conversations.
Proven experience building, leading and scaling customer-focused organizations
How I help
I work with SaaS and technology companies that need to improve customer performance, strengthen leadership or introduce greater structure and accountability across their post-sales organization.
Customer Growth & Retention
Build the strategies, processes and commercial discipline needed to improve retention, strengthen renewals and create sustainable account growth.
- Customer Success and Account Management strategy
- Renewal and retention improvement
- Expansion and account-growth programs
- Customer segmentation and coverage models
- Executive sponsorship and customer governance
- Escalation management
- GRR, NRR and portfolio-performance improvement
Leadership & Team Performance
Develop stronger leaders and more accountable teams through practical coaching, clear expectations and disciplined performance management.
- Leadership and manager coaching
- Individual and team performance improvement
- Role clarity and accountability
- Organizational structure and team design
- Hiring and leadership development
- Cross-regional operating consistency
- Interim and fractional team leadership
Building & Scaling Post-Sales Organizations
Turn fragmented or founder-dependent customer operations into scalable organizations with clear roles, repeatable processes and measurable accountability.
- Customer Success and Account Management operating models
- Building teams and programs from the ground up
- Customer lifecycle and engagement models
- Renewal and expansion processes
- Playbooks, KPIs and dashboards
- Capacity planning and resource models
- Forecasting and executive reporting
- Launching and scaling new post-sales services
NetSuite License & Commercial Advisory
Independent guidance for NetSuite customers seeking greater clarity over their licenses, commercial commitments and renewal strategy. I help organizations understand what they are paying for, identify potential areas of underutilization and approach renewal discussions with a clear, evidence-based view of their current needs.
This service does not include NetSuite implementation, technical administration, legal advice or representation as an authorized Oracle or NetSuite partner.
- Review of current licenses, modules and commercial commitments
- Identification of potentially unused or underutilized products
- License allocation and usage analysis
- Renewal preparation and scenario planning
- Internal stakeholder alignment
- Commercial discussion preparation
- Review of historical account growth and purchasing decisions
Experience that translates into measurable business outcomes
Built and Scaled a New Customer Success Program
Created a subscription-based post-launch service designed to help customers drive greater value after implementation. Built the operating model, customer engagement approach and internal processes from the ground up, then helped scale the program to more than 100 customers.
Established a new recurring-revenue service that became a meaningful part of the company's customer success offering.
Led Growth Across a Large Customer Portfolio
Led an Account Management organization responsible for more than 600 mid-market and enterprise customers. Managed a portfolio of approximately $40 million in annual recurring revenue, combining renewal discipline, executive engagement, escalation management and structured account-growth planning.
Delivered more than 110% net revenue retention and approximately 25% year-over-year ARR growth.
Improved Retention and Customer Performance
Introduced greater structure, accountability and consistency across customer engagement, including clearer ownership, stronger operating rhythms and more proactive management of customer risk.
Reduced customer churn by 50% while supporting continued customer revenue growth.
Built and Launched an International Development Facility
Led the establishment of a new software development facility in Bangkok, Thailand, working with a local General Manager and technical specialists on the operational setup and technical fit-out. Took responsibility for getting the office fully operational and led the facility during its first year.
Successfully launched a functioning international operation capable of supporting the company's software development needs.
Flexible support based on what your organization needs
Whether you need focused help with a specific challenge, temporary leadership during a period of change, or an experienced executive to build and lead the function long term, I offer several ways to engage.
Fractional Executive Leadership
Senior Customer Success or Account Management leadership without the immediate commitment of a full-time executive hire. This can include leading an existing team, stabilizing performance, introducing stronger operating discipline, preparing the organization for scale, or supporting the transition to a permanent leader.
Defined Consulting Projects
Focused engagements built around a clear business need, outcome and timeframe. Typical projects may include retention diagnostics, customer segmentation, renewal-process design, organizational structure, performance frameworks, operating-model reviews and NetSuite license or renewal assessments.
Ongoing Advisory Support
Practical, experienced guidance for founders, executives and post-sales leaders who want an independent perspective on customer strategy, team performance or commercial decisions. Advisory support can be structured around regular leadership sessions, decision support, executive coaching or ongoing review of key customer and operational priorities.
Select Full-Time Executive Opportunities
I am open to select full-time leadership opportunities with organizations seeking an experienced executive to build, scale or transform their Customer Success, Account Management or broader post-sales function. The right opportunity would combine meaningful customer impact, strong leadership alignment and the ability to build an accountable, commercially effective organization.
Building customer organizations that deliver—for the business and the customer
I am a senior Customer Success and Account Management leader with more than 20 years of experience across the SaaS, ecommerce and enterprise technology industries.
Throughout my career, I have built and led global teams, managed complex customer portfolios, launched new programs and services, and helped organizations improve retention, renewals and expansion. My experience spans both established global companies and fast-growing businesses, giving me a practical understanding of how to introduce structure without creating unnecessary complexity.
Most recently, I led an Account Management organization at Oracle NetSuite responsible for more than 600 mid-market and enterprise customers and approximately $40 million in annual recurring revenue. My teams consistently delivered strong customer retention and account growth through disciplined renewal management, executive engagement, proactive risk management and clear accountability.
Earlier in my career, I created and scaled a subscription-based post-launch customer success service at NetSuite, built and led international customer-facing teams, and helped establish a software development facility in Bangkok, Thailand, from the ground up.
My approach is practical, commercially focused and people-centered. I believe strong customer outcomes depend on clear strategy, capable leadership and teams that understand what is expected of them—and have the coaching, tools and support needed to succeed.
Today, I work with SaaS and technology organizations that need experienced leadership, sharper customer strategy or greater structure across their post-sales operations.
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Whether you are looking for experienced post-sales leadership, support with a defined business challenge, or independent NetSuite commercial guidance, I would be happy to discuss what your organization needs.