I build the operations that let GTM teams win at scale.
AI-native systems. RevOps. CS Ops. I diagnose before I prescribe, build before I advise, and leave behind something the team can run without me.
What I Do
For leaders whose revenue teams are outrunning their operating infrastructure, I build the systems that catch them up. That means the renewal operations function the company never had. The headcount and ratio models the CFO can actually stress-test. The value streams mapped end-to-end so invisible wait time stops masquerading as a people problem. And the AI layer wired into the right workflows so teams make faster decisions with better information, not more dashboards to check.
I’ve built CS Ops infrastructure at GitLab — 130%+ NRR, 250-person org — and applied the same diagnostic methodology to finance operations on a hospital ship in West Africa. The domain changes. The thinking doesn’t.
What Changes When I’m in the Room
Operations that fail usually weren’t designed from a clear diagnosis. The question I start with is always the same: what are we actually solving for? Get that wrong and every well-executed process leads somewhere it shouldn’t.
I diagnose before I prescribe. I map before I build. And I build systems that outlast me: documented, measurable, and handed off to teams who know why they work.
Strategy without operations is a slide deck. Operations without strategy is just motion.
How I Build Signals Into Revenue Decisions
At GitLab I built PROVE — a weighted health scoring model that became the company’s single source of truth for 250 CSMs and Sales. The insight behind it: most health scores weight everything equally and therefore measure nothing precisely. PROVE assigns weight by predictive value for retention.
PROVE Framework — Health Score Weights
Weights validated against churn data · Sold-out session, Gainsight Pulse 2023 · Published in the GitLab handbook
Track Record
GitLab · 2019–2023
Sr. Director, CS Operations
- Built PROVE health scoring — weighted model embedded as company SSOT across 250 CSMs and Sales; Gainsight Pulse 2023 sold-out session
- Built digital CS programs from zero: 18–20% license lift across the SMB segment
- Identified 80%+ of previously unknown churn risk through product telemetry; named DRI for cross-functional e-group initiative spanning Data, R&D, CS, Sales, and Field Ops
- Built the renewal operations function from scratch: SMB segmentation, loss codes, ASM/CSM shared accountability model; platform adoption 22% → 32%
- Deployed Gainsight as the CS system of record for 250 CSMs — 8-month build, globally distributed team
- Partnered with PS leadership as strategic operator: diagnosed the PS attach problem from first principles, built the attach rate dashboard and forecasting model in Salesforce, deployed automated opportunity alert workflows, and pushed PS visibility into Clari — improving forecast accuracy and pipeline coverage across three fiscal quarters
RightCapital · 2018–2019
Director of Customer Success
- Built the CS department from zero: implementation review program, cancellation policy, churn intervention playbook, NPS/CES strategy (first formal feedback loop in company history), and dunning management system
- 5% year-over-year gross retention improvement
- 60% customer engagement increase
- 50% delinquent churn reduction
Riskalyze · 2013–2018
Support, CS, and Education Leadership
- Built the support function from zero when the company had fewer than 10 people: 0 → 15-person team
- Built the CS motion as the product matured: 0 → 13-person CSM team
- Launched the Onboarding Team: doubled customer usage
- Built Riskalyze Academy — cut onboarding time by 50%, generated referrals, presented externally at the Fearless Investor conference
- Procured and implemented Zendesk and Totango — built the systems layer from zero alongside the team
- Company grew from 7 to 250+ people during tenure
- Surpassed 2018-Q1 gross and net retention goals
Currently serving · 2024–2026
Mercy Ships · West Africa
Finance Director, M/V Global Mercy
A deliberate two-year pause to serve a mission I believe in — and a proof point that the methodology travels. I fixed finance operations first, then ran out of finance problems, and expanded scope to the hospital’s operational systems. Same diagnosis-first approach. Same build-to-hand-off standard. Different domain every time.
AI in Practice
These are production systems I’ve built and run. Most were designed while managing finance operations on a ship in West Africa with limited connectivity and zero IT support.
Mercy Ships · 2026
Economic Impact Analysis
AI compressed weeks of manual analysis into hours. The first economic impact analysis of its kind for the Global Mercy — quantifying the organization’s positive economic impact on West Africa — and the catalyst for an ongoing workstream across all Mercy Ships field service work.
Live · Since April 2026
Container Tracker
Tracks MSC shipping containers simultaneously — location, vessel, ETA, and status — on a shared dashboard accessible from any device. Replaced manual one-at-a-time lookups for the Mercy Ships logistics team. Built on Cloudflare Workers at $0/month.
Live · Since March 2026
NanoClaw
Self-hosted AI agent on a Raspberry Pi 4. Always-on via Slack — responds to messages, runs scheduled tasks, and delivers competitive intelligence before you ask.
Live · April 2026
Project Synapse
Paste a URL — article, video, or podcast — and AI extracts structured insights: SCR summary, action items, and scenarios. Pushes to a Notion knowledge hub automatically.
Operational · Weekly
Automated CoS Review
Friday review that pulls Todoist, Notion, and Apple Notes simultaneously. Produces execution review, leadership email draft, and thread triage — in under 60 minutes.
I’m finishing a two-year tenure as Finance Director aboard the M/V Global Mercy in West Africa and relocating to Auburn, California in summer 2026. I’m looking for a full-time leadership role in GTM Operations, CS Ops, or RevOps at a company ready to build something real.
Jeff Beaumont 