I'm a fractional VP of Customer Experience for B2B SaaS companies between $5M and $50M in revenue. I bring two things that are hard to find together: deep expertise in post-AI CX transformation and a proven system for turning CX into a revenue growth engine.
After a decade of VP-level CX leadership across three SaaS companies—taking each from $5M to $50M—I've developed a point of view that sets my practice apart.
AI is reshaping customer experience from the ground up. Most companies are navigating this transformation without a guide. I help CX teams move from where they are today to post-AI excellence—from strategy through execution. Which tools to deploy, how to redesign human+AI workflows, and what exceptional CX looks like after AI handles what AI can handle. The companies building for the ceiling—not just the floor—are the ones pulling ahead.
I've perfected systems that transform CX from a cost center into your most powerful—and most underutilized—growth channel. Expansion revenue through CS-qualified leads. NRR optimization. Customer advocacy pipelines. Outcome-focused upsell motions. This isn't theory; I've built CX programs that have generated $20M+ in revenue through outcome-focused upsells and CS-qualified leads alone. CX isn't just about eliminating churn—it's about driving growth in ways only CX can.
Embedded executive leadership—not consulting, not slide decks. I sit in your leadership meetings, own the CX function, and drive measurable outcomes.
AI tool evaluation, agent deployment strategy, AI-augmented CS and support operations, and human+AI workflow design. I take you from strategy to a running post-AI CX operation.
Expansion revenue programs, CS-qualified lead motions, upsell/cross-sell through CS, customer advocacy and referral programs, and NRR optimization. Making CX your growth engine.
CS team structure, playbooks, health scoring, QBR redesign, escalation frameworks, and customer segmentation. The operational foundation that makes everything else work.
Cohort analysis, early-warning systems, save plays, win/loss reviews. I build the detection and intervention systems that stop revenue leaks before they show up in your dashboard.
Time-to-value acceleration, AI-enhanced onboarding sequences, and customer education programs. The first 30 days determine whether a customer stays for 30 months.
Executive dashboards, revenue-impact CX reporting, board-level CX narrative, and hiring and coaching CS teams for the AI era. From data to decisions.
All engagements are monthly retainers—not hourly billing. You get predictable CX leadership. I get the ability to embed properly in your business. I work with 2–4 companies at a time.
I've spent the last decade as a VP of Customer Experience in SaaS, leading CX organizations through the kind of scaling challenges that separate the companies that compound from the ones that plateau.
Three times, I've been the CS leader who took a SaaS business from $5M to $50M. Along the way, I've managed teams from 10 to 200 people, built lifecycle management strategies responsible for $200M+ in SaaS renewals, and created CX-driven revenue programs that have generated over $20M through outcome-focused upsells and CS-qualified leads.
Today, I work as a fractional VP of CX—embedding with 2–4 B2B SaaS companies at a time as their part-time executive leader. I bring two capabilities that are increasingly in demand and hard to find together: a clear, informed perspective on post-AI CX transformation, and a proven system for making CX a revenue growth engine rather than a cost center.
AI is not the destination—post-AI excellence is. The companies that win will be those who used AI to free their CX teams to do what only humans can: build trust, drive meaningful business outcomes, and turn customers into their most powerful growth channel.
If you're a SaaS founder or CEO between $5M and $50M ARR who sees customer experience as a competitive advantage—or wants to—I'd love to have a conversation.
Book a complimentary 30-minute discovery call. No pitch—just a conversation about your CX challenges, your AI readiness, and how customer experience can become a growth engine for your business.
Book a Discovery Call →