About
Customer operating executive. Retention systems. Evidence-first.
I build the operating model behind durable retention and expansion. Sometimes that means fixing a retention problem that’s already visible in the numbers. Sometimes it means engineering the system early enough that retention stays boring.
What I optimize for
- Outcomes → behaviors → signals → actions. Retention isn’t a renewal event; it’s the cumulative result of early customer decisions.
- Leading indicators over lagging indicators. If risk is visible in behavior before it’s visible in revenue, the system should be built to act on behavior.
- Decision-grade truth. Make the story reconcile to the math. If it doesn’t, fix the system.
Selected public proof points
- NPS turnaround: -22 → +37 in < 1 year (Riverbed)
- Gross retention raised to 95%+ (Addium)
- Partner-led GTM introduced to open new revenue streams in < 12 months (Addium)
Stance
This site is not a consulting pitch. It’s a set of artifacts and notes that show how I run the function. If you’re exploring board or advisory involvement, use the contact page.