About
If you're a CEO or Founder of an enterprise B2B SaaS or AI company, you already know this: growth eventually breaks the post-sales engine that got you here. Customers become harder to onboard. Products become more complex. Churn risk increases. Net Revenue Retention plateaus. Teams work hard, but outcomes feel inconsistent. That's where I come in. I'm a Fractional Chief Customer Officer who partners with CEOs and Founders to stabilize and scale customer experience, retention and expansion. My work focuses on building the post-sales operational rigor: clear segmentation, renewal governance, customer health and executive visibility enabling leadership teams to manage risk, improve predictability, grow revenue and scale efficiently. Over the last 20+ years, I've built and scaled global organizations across Customer Success, Services and Support for public and private-equity backed, enterprise B2B software companies. I've owned post-sales portfolios from $100M to $3B ARR, improved Net Reve…
Experience
Fractional Cco & Executive Consultant
Present
Partner with CEOs and Founders to lead customer experience, retention, and post-sales transformation during growth, product evolution, and organizational change.
Limited Partner
Present
Investor and Advisor. Provide expert strategic advice and guidance to portfolio company founders and leadership teams relative to GTM growth and scale execution. Stage 2 Capital is a venture capital fund led and backed by elite go-to-market professionals. The firm invests in early stage B2B software companies and sits shoulder to shoulder with leadership teams to operationalize sustainable revenue growth and GTM operations.
Value Advisory Ecosystem Member
Value Advisory Ecosystem · Boston, MA
Present
The Value Advisory Ecosystem is an elite peer group of professionals at world-class companies who want to improve the acquisition, retention, and growth of customer accounts by partnering on the attainment of business outcomes.
Chief Customer Officer
§ Led global post-sales strategy and execution across Customer Success, Professional Services, Support, and Customer Solutions § Owned $200M+ ARR post-sales portfolio with sustained ~25% growth § Improved Net Revenue Retention exceeding +15pts of consecutive YoY net expansion; >95% Gross Retention to ARR under management § Designed enterprise CX operating model aligned to adoption, value realization, expansion, and risk § Championed AI and agentic Copilot adoption to accelerate onboarding, response times, and customer engagement
Global Senior Vice President, Customer Success
Vice President, Global Customer Success Management and Experience
§ Established and scaled Customer Success across five business units and 1,200 team members § Built unified CS operating model and CX change program across direct, partner and digital motions § Launched monetized lifecycle success offerings generating ~$200M in incremental revenue § Scaled ARR growth +40% YoY to $3.5B while reducing cost of retention
Vice President, Customer Success Operations and Customer Intelligence
§ Led enterprise CX transformation, customer intelligence, and renewal infrastructure § Built corporate Customer Intelligence capability enabling data-driven retention & expansion decisions § Achieved sustained >90% gross retention rates for $1.2B ARR
Vice President, Customer Success Management
PTC · Greater Boston
§ Mobilized initial team responsible for ensuring value attainment via subscription. § Guided clients to successfully adopt and realize business outcomes. § Pioneered monetized subscription service revenue stream with outcome-focused micro-services
Vice President, Customer Advocacy
Director-Financial Planning & Analysis
PTC · Greater Boston
Customer Success Advisory Board Member
Marketing Manager
Haemonetics is the global leader in blood management solutions serving commercial plasma collectors, blood centers and hospitals.
Surgical Account Manager
Haemonetics · Greater Boston
Account Management of 65 Surgical Centers throughout New England and upstate New York, $2.4M territory with installed base of ~ 200 Cell Saver Autologous Transfusion devices.
Financial Analyst
Business Analyst, Financial Management Program
Education
Babson F.W. Olin Graduate School of Business
MBA
Babson College
Bachelor of Science, Finance/Quantitative Methods
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