I've built Customer Success at four B2B SaaS companies.
Different stages. Different problems. Consistent results.

Inherited a CS function where gross retention had dropped below 70%. Rebuilt the team structure, introduced AI-driven tooling, and partnered with Sales, Product, and Engineering to stabilize the customer base during a company pivot. Preserved $1.2M ARR through proactive account planning while simultaneously cutting $600K in annual operating expense.

Owned all of Customer Success and built the pre-sales/solutions engineering function from scratch, which didn't exist before I joined. Scaled the combined team from 3 to 14, adding CSMs, customer success engineers, and solutions engineers. Transitioned CS from reactive to proactive and built churn forecasting and ARR tracking models that became central to the company's Series B narrative. CS contributed roughly a third of 2021 revenue and drove approximately 100% of ARR growth.

Built the entire Customer Success organization from the ground up. Owned the full P&L, introduced tiered customer segmentation, launched premium professional services, and maintained 90%+ gross retention while the company scaled from $6M to $25M ARR. CS-sourced expansion and upsells contributed 20-50% of new ARR depending on the quarter. Zero voluntary team attrition.

Joined as the 11th employee and grew with the company from early-stage through $80M+ in revenue and acquisition by Turbonomic (later IBM). Started as a support engineer, moved into post-sales and then pre-sales engineering, and was leading teams by 2014. Built the Platform Services team that enabled $10M in upsells, and served as the lead solutions architect supporting $65M and $100M in annual sales across consecutive years. Three-time Presidents Club, two-time Sales MVP.