I bridge the gap between complex products and the customers who need to succeed with them.
Technical Customer Success Manager
I came up through software engineering — JavaScript, React, TypeScript — and made the deliberate move into customer success because I realized the most interesting problems live at the intersection of people and product. That technical foundation is what makes me different: I can sit in a conversation with an engineering team and actually understand what's being said, then turn around and translate it for a customer or executive in a way that builds trust instead of confusion. I'm most energized taking things from zero to one — building the post-sale infrastructure, feedback loops, and customer experiences that didn't exist yet.
What you get when I own an account book.
I work at the intersection of customer relationships, technical depth, and operational clarity. These are the four things I consistently deliver.
Onboarding that leads to real usage — not just a training checkbox. I design success plans, build enablement resources, and create communication rhythms that keep customers engaged long past go-live and build habits that actually stick.
Having built software professionally, I understand what's actually happening under the hood — which means I can diagnose issues more precisely, have more credible conversations with engineering teams, and translate technical complexity into something customers can act on. It's not a party trick; it's what makes the customer experience better.
Documented systems beat heroic memory. I build playbooks, ticketing workflows, SOPs, and handoff processes that make teams scalable — not dependent on any one person knowing the answer.
Customer reality doesn't translate itself to internal priorities. I collect structured feedback from the field, surface patterns to product and engineering, and bring updates back to customers — closing the loop in both directions. I've managed relationships from end-user to executive and know how to communicate differently for each.
Where I've built things that mattered.
A mix of startups, contracts, and growth environments — intentionally concise. The goal is signal, not volume.
- Built CS and support operations from scratch — playbooks, ticketing, customer education content, self-serve hub, and AE-to-CSM handoff SOP.
- Led end-to-end field deployments, coordinating contractors, logistics partners, and internal teams across complex hardware installations.
- Served as the primary voice of the customer, translating field feedback into product improvements in direct collaboration with engineering.
- Launched customer advocacy programs (referral + video testimonial) that became a measurable revenue channel.
- Managed technical onboarding for enterprise brands end-to-end, partnering directly with client teams to ensure integrations launched smoothly and performed reliably.
- Maintained high customer satisfaction through proactive communication, clear expectation-setting, and hands-on troubleshooting when issues arose.
- Recovered an at-risk enterprise account through careful problem-solving and deliberate relationship rebuilding — preventing churn and expanding the account.
- Led cross-functional projects with design, product, SEO, and content teams — translating business goals into technical execution and shipping work that moved the needle.
- Introduced quality assurance processes and content architecture that reduced production issues and gave non-technical stakeholders more confidence in releases.
- Consistently connected technical work to business outcomes, making the case for every initiative in terms stakeholders at all levels could act on.
Earlier: Project Manager at Muuse (NextGen Consortium · Starbucks / McDonald's), web developer at Paperstreet, SEO Account Manager at 51Blocks managing 35+ client campaigns end-to-end.
Full resume →A closer look at how I operate.
Written to show approach — problem framing, execution, and how I communicate across technical and business stakeholders.
- Designed the entire post-sale motion — ticketing workflows, email cadences, customer education content, self-serve resource hub, and AE-to-CSM handoff SOP.
- Led on-site deployments end-to-end, coordinating contractors, logistics, and internal teams while acting as QA and the customer's primary point of contact.
- Collected structured field feedback and channeled it directly into engineering conversations, turning customer problems into product improvements.
- Launched a referral and video testimonial program that became a meaningful, measurable revenue channel.
- Managed complex onboarding end-to-end, coordinating across client teams, internal resources, and platform configurations to ensure successful launches.
- Maintained high customer satisfaction through proactive communication, hands-on troubleshooting, and clear expectation management throughout the process.
- Identified and recovered a churning enterprise account through deliberate problem-solving, trust rebuilding, and a clear plan to restore confidence.
- Guided a high-volume client through a critical go-live phase, helping them launch a large-scale program on time and without disruption.
How I prefer to work.
Values only matter when they show up in behavior. These are the ones I try to operationalize.
Warm, clear communication — but with follow-through. Customers feel heard and guided at the same time. I don't choose between the relationship and the result.
I'd rather create the system than wait for someone else to. Documented playbooks, self-serve resources, and scalable workflows — built to outlast any single person's memory.
I came up through software engineering and made a deliberate move into customer success. That foundation means I can hold a technical conversation without needing a translator — and use that depth to make the customer experience sharper, not just the product.
Let's connect.
If you're building a team where customer empathy and technical depth both matter, I'm open to conversations.
Prefer a quick call? Send an email with a few times and I'll get back to you fast.
- Clear success metrics and real ownership
- High-trust, high-accountability culture
- Products with genuine customer impact
- Room to build systems, not just maintain them
- A team that values both the relationship and the result