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.
And when a gap needs software, I build it — related solutions and AI agents as needed, including business dashboards, customer onboarding, health tracking, and funnels — using the latest tools, vibe-coding, and MCP integrations with your stack.
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 & Custom Builds
I don't just advise — I build related solutions and AI agents as needed, from business dashboards to customer onboarding, health tracking, and funnels. Built with vibe-coding, the latest tools, and MCP integrations that connect to your existing stack. Working software, not slideware.
Product ↔ Support Alignment
Bridge engineering and the customer. User insights flow directly into the roadmap, with shared rituals that keep both sides honest.
Business dashboards & customer-facing solutions.
From the first onboarding step to the next expansion opportunity, I build the tools that help your team see what matters and act on it — not another disconnected report.
Business dashboards
Bring KPIs, revenue, and operational performance together in a clear view built around your business.
Customer onboarding
Build guided journeys, progress tracking, and automated handoffs that help customers reach their first win.
Customer health tracking
Connect usage, engagement, and support signals to spot risk and surface opportunities for your CS team.
Funnels & conversion
Track the journey from signup to activation and expansion, revealing drop-offs and where to focus next.
Modern tools. Connected workflows. I use the latest tools and MCP (Model Context Protocol) integrations to connect AI agents, data sources, and the native tools you already work with.
Example build — analytics & funnel dashboard
Data and names anonymized.
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 pave the way in the early days)
- 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.