Product &Customer SuccessLeadershipSpecializing in AI-enabled systems, optimization, and helping customers have great experiences

I thrive in SaaS environments that are in growth mode, usually on regulated, compliance-heavy products. My work lives at the intersection of customer success and the systems that support it. I'm often the person you talk to when you need help (whoever you are), but also the person who built the thing that was supposed to help before you had to ask.

A lot of people manage customer accounts. I focus on the experience around them and make those relationships easier to maintain. Less friction. Fewer sharp edges. It's the kind of work no one puts on their homepage. Which I suppose is ironic, because this is on my homepage.

Practically, that means building the behind-the-scenes plumbing: low-code automation, AI-assisted workflows, and prompt frameworks that support day-to-day ops without turning teams into full-time output tweakers or an AI-slop machine. n8n, Cursor, ChatGPT, SQL, Excel, whatever works best in the existing ecosystem. I'm not tool-biased, but I am leverage-biased. If a tool can be used to save time or prevent mistakes, I'm listening.

I can also deliver a decent customer service call.

Most of my work happens in the messy middle where things get real. Onboarding calls where everyone shows up optimistic. Training sessions where reality shows up. Adoption hiccups, escalations, renewal pressure, and the occasional fire. Occasional meaning always. And occasionally there's more than one.

That's where trust lives, and where it's easiest to lose. When something goes sideways (and it always will), the stakes get real very fast. I want to understand why it happened, fix it, and make sure it doesn't happen quietly to the next customer.

A big part of that is translation. "This customer said this" is important, but it isn't useful on its own. It has to be analyzed, transformed, correlated, and weighed against other signals. That's how you get to actual stuff: product requirements, visualized data, case studies, and filtered conclusions that engineering can build against.

Outside of work, I live life small. I enjoy spending time with my family, especially my toddler, whose current priorities include cars, blueberries, and learning song lyrics at full volume. My happy place is in nature: hiking, climbing (amateur rock climber over here), or just being in places humans mostly leave alone. I also like to read. Preferably somewhere quiet. Like the outdoors.