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 Think About Customer Health

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.

Track Record