Projects & case studies

How I think, build, and improve.

Representative work showing the challenge, my role, the operating approach, and the business impact.

Customer SuccessOperations

Building a scalable Customer Success operating system

Sales handoffs, onboarding, ongoing engagement, expansion, and renewals lacked consistent ownership and repeatable execution.

Mapped the customer lifecycle, defined ownership, created operating rhythms, and aligned Sales, Customer Success, Product, and leadership.

Built structured handoffs, onboarding milestones, health signals, follow-up cadences, risk workflows, expansion triggers, and renewal checkpoints.

Created clearer accountability, stronger customer visibility, and a more scalable foundation for retention and growth.

Email DeliverabilityTechnical Strategy

Inbox placement and sender reputation issues were difficult to isolate across authentication, data quality, content, and provider filtering.

Served as the bridge between marketing goals, technical evidence, and the operational changes required to protect sender reputation.

Reviewed DNS, SPF, DKIM, DMARC, domain alignment, reputation signals, list quality, sending patterns, and mailbox-provider behavior.

Delivered prioritized remediation plans that made the technical findings understandable and connected them to marketing performance.

AnalyticsRevenue

Risk, adoption, renewal, and expansion signals were spread across systems, account notes, and individual conversations.

Owned account planning and portfolio strategy while partnering with SalesOps and leadership to improve visibility and execution.

Created dashboards, account-plan standards, pipeline discipline, health reviews, and executive operating rhythms.

Improved conversion tracking and operating efficiency by 30%, while supporting 105%+ NRR and more consistent forecasting.

Sales MethodologyWriting

Many sales methods over-index on either passive discovery or aggressive closing, leaving sellers without a balanced operating model.

Developed a practical methodology rooted in years of selling, account management, qualification, and customer-facing leadership.

Blend consultative discovery, assertive guidance, deep qualification, and story-driven frameworks for modern B2B teams.

The book and supporting frameworks are in active development.