I help B2B SaaS companies retain and grow customers by combining success management with the operational systems that make it repeatable.
I don't just manage accounts. I build the systems, processes, and relationships that make customers impossible to lose.
CS professional with 7+ years of operations experience — and the psychological instincts to read what customers actually mean, not just what they say.
Health scoring, escalation frameworks, renewal playbooks. CS without process is guesswork.
Counselling Psychology background means I hear what's unsaid. That's where churn hides.
I built Cusfolio because I understand this craft well enough to improve it.
Three case studies covering the full CSM lifecycle , churn prevention, onboarding recovery, and expansion , each backed by HubSpot CRM work.
"Senior management is asking questions about the ROI" , an account 6 months from renewal, dropping NPS, and only 62% platform adoption.
Day 45. 2 of 6 agents active. Champion going silent. Resolution time unchanged. Platform being bypassed entirely.
91% adoption, NPS at +62, headcount growing 200 to 280. A healthy account with a clear signal , it's time to grow.
Every role built a skill CS demands , retention strategy, onboarding design, scaled account management, cross-functional partnership. This isn't a career change. It's a career that was always heading here.
Managed customer operations and retention strategy for a high-volume service business , building the health tracking systems and proactive communication motions that kept customers from leaving.
Built and scaled a mentorship-based customer program from scratch , designing the onboarding, playbooks, and engagement motions that drove retention and long-term value for 50+ mentors and hundreds of mentees.
Led customer-centric product and growth initiatives for a newly launched SaaS platform , translating user needs into onboarding workflows that drove adoption above projections within 60 days.
Owned day-to-day success for a high-volume pooled account base , delivering consistent value, managing churn risk at scale, and driving engagement improvements across 500+ weekly customer interactions.
I've been on both sides of a customer account. As an ops manager handling emails left by colleagues, I learned to respond in the same tone, with full context, without asking the customer to repeat themselves , no break in transmission. But I watched what happened when accounts changed hands. The new CSM had to dig through years of scattered messages just to understand who they were talking to. That delay costs trust. Sometimes it costs the account.
Cusfolio is an AI-powered customer insight tool that helps CSMs instantly understand account health, key risks, stakeholder relationships, and next best actions , without digging through scattered data. It makes customer handovers faster, account management sharper, and the first conversation with a new account feel like the hundredth.
Open to CSM and CS Operations roles at B2B SaaS companies. Open to relocation.
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