Customers reach value in 6 days, not 30.

Customer Success and Customer Success Operations for Series A-C startups: sales handoff, onboarding, adoption, retention and renewal readiness, with the systems that keep it consistent.

Book a strategy sessionExplore my work
30→6days to first value after rebuilding onboarding
300+inactive accounts re-engaged, 22% active in 45 days
20K+users supported
9+years of customer-facing and operations work

What I do

Four areas, one customer lifecycle.

CSMs create relationships. CS Ops creates the infrastructure that makes those relationships scalable.

Flagship offer

The 30-Day Customer Success Operations Cleanup Sprint

Audit the journey. Automate the busywork. Write the playbook. Hand it to your team.

Cover of The 30-Day Customer Success Operations Cleanup Sprint manual
Book a meetingSprint details
Customer Operations Growth Kit with Health Check

Free resource

Start with the free Growth Kit.

The Customer Operations Health Check and practical toolkit help founders and lean teams find gaps and plan what to fix first.

Take the Health CheckBook a call

Services

Services across the whole customer lifecycle.

Four connected areas of work, so you can hire me for the part that hurts most or for the whole journey.

Customer Operations Growth Kit with Health Check

Free resource

Start with the free Growth Kit.

The Customer Operations Health Check and practical toolkit help founders and lean teams find gaps and plan what to fix first, before committing to a bigger project.

Take the Health CheckBook a call

How I work.

A simple, transparent rhythm, built so your team can run everything without me once we are done.

1. Discover

A strategy session to understand your customers, team, tools and where work gets stuck.

2. Audit & map

I review the journey, data and workflows, then show you where the friction lives.

3. Build

We set up the workflows, CRM changes, SOPs, playbooks and templates together.

4. Enable

I train your team and hand over documentation you own and can maintain.

5. Improve

We review health and retention signals and adjust what is not working.

Working remotely on a laptop with headphones
Async-first. Remote-ready.

Working style

  • Async-first, with written updates and a shared tracker
  • Clear owners, deadlines and deliverables for every step
  • I work inside your tools: HubSpot, Gainsight, NetSuite, ClickUp, Airtable, Notion, Asana

Availability

  • Remote and cross-border, as an international contractor
  • US EST/PST and European GMT/CET time zones
  • Open to contract work and remote roles

Flagship: the 30-Day Customer Success Operations Cleanup Sprint

A practical Customer Success Operations manual and guided sprint for founders and lean teams. In 30 days you audit the journey, automate the busywork, write the playbook and hand it to your team.

Cover of The 30-Day Customer Success Operations Cleanup Sprint manual
Book a meeting about the Sprint

Questions founders ask.

What is Customer Success Operations?

CS Ops builds the systems behind your CSMs: CRM data, health scoring, workflows, playbooks and reporting, so every customer gets consistent attention and the team can see what each customer needs next.

Why hire someone instead of buying a CRM template?

A template gives you fields. It does not know your handoff gaps, your customers' milestones or who owns each next step. I design the process first, then set the tools up to match it.

Are we too small for customer operations work?

No. The Sprint is built for founders and lean teams, because small teams feel a messy customer journey fastest, and fixing it early is cheaper.

How does the 30-Day Sprint work?

Four phases: Audit (Days 1-7), Automate (Days 8-15), Document (Days 16-22) and Hand off (Days 23-30). Each ends with a deliverable your team keeps.

What do you need from us to start?

A short call, access to your current tools and any existing documentation. I run the audit from there and tell you what I find.

Which tools and time zones do you work in?

HubSpot, Gainsight, NetSuite, ClickUp, Airtable, Notion and Asana, among others, across US EST/PST and European GMT/CET, async or live.

Are you available for full-time roles?

Yes. I am open to remote Customer Success, CS Ops, Customer Operations and Onboarding roles, plus contract work.

Why a penguin?

Emperor penguins huddle and rotate who stands in the cold outer ring, so no one carries it alone. Good customer operations works the same way: shared ownership, no single point of failure.

Have a workflow in mind?

Bring the process, customer journey or operational gap you want to examine, and we will find a practical place to begin.

Book a strategy session

Case studies

Selected work across Customer Success and operations.

Real work and documented examples covering onboarding, adoption, enablement, process documentation, customer health and operational improvement.

Healthcare · Customer Onboarding
38%fewer onboarding drop-offs in 90 days

FiDson Health: 38% drop in onboarding abandonment in 90 days

Customer Success Lead · Q2 2023 · HubSpot, Mixpanel, FullStory, Notion

Read the story
Challenge
Customers were churning within 60 days because onboarding was long and confusing, and patients left the app before their first booking.
Approach
Audited the flow, found three drop-off points in session data, redesigned it as a five-step guided checklist and added a behaviour-based email nurture sequence.
Result
Abandonment fell 38% in 90 days, time-to-first-value dropped from 14 days to 6, and onboarding support tickets fell 52%.
View deliverables
Onboarding · Process Documentation · Training
20K+users onboarded, running 8+ years

Building onboarding from zero: a 20,000-user case study

University software rollout

Read the story
What I worked on
A university rolled out a new platform to 20,000+ students and staff with no onboarding, only repeated one-to-one troubleshooting. I built a pathway from scratch with recurring training sessions, self-serve guides for common issues and a feedback loop that catches new problems early.
Result
The system has run continuously for more than eight years.
View portfolio document
Knowledge Base · SOP Documentation

Sample: New User Onboarding Guide

Read the story
What I worked on
A recreated sample of the self-serve documentation I built for thousands of users, designed around recurring questions so people can solve common issues without waiting for support, with a troubleshooting section from real support patterns.
View portfolio document
Technical Writing · Research · Onboarding

Concept sample: SaaS Product Onboarding Guide

Read the story
What I worked on
To show how I approach a product I haven't used internally, I researched a real SaaS company's public materials, case studies and reviews, then built a getting-started guide around the product's actual user pain points.
View portfolio document

Let's talk about the system behind the problem.

Book a strategy session

Resources

Tools, templates and practical thinking.

A resource space for founders and customer-facing teams improving onboarding, customer visibility, process consistency and sustainable growth.

Customer Operations Growth Kit with Health Check

Customer Operations Growth Kit with Health Check

Seven practical tools to manage growing customer volume without becoming the bottleneck, including the Health Check, a Client Onboarding Blueprint, a 30-Day Improvement Plan and a Follow-Up & Ownership Tracker.

Take the Health Check
Cover of The 30-Day Customer Success Operations Cleanup Sprint manual

The 30-Day Customer Success Operations Cleanup Sprint manual

A practical Customer Success Operations manual for founders and lean teams, in four phases: Audit (Days 1-7), Automate (Days 8-15), Document (Days 16-22) and Hand off (Days 23-30). Ask me about the manual or the guided Sprint.

Ask about the manualSee the Sprint

Practical thinking

Want to work through a real gap?

Bring your question to a strategy session

About

Customer Success and Business Operations, connected by practical systems.

Promise Delight

Penguins huddle and rotate the cold spot so nobody carries it alone. Good ops does too.

The work between "we sold it" and "the customer is getting value."

As businesses grow, information scatters, ownership blurs, onboarding varies and recurring tasks lean on memory. I bring structure to those moving parts through onboarding, lifecycle management, CRM organization, support coordination, documentation, training and customer engagement.

My path began in Customer Support, moved through Sales, and grew into Customer Success and CS Ops, across education, training, membership and operations. I have supported 20K+ users.

Where I have done the work

What I bring

Continued learning

Laptop on a desk in a rainforest

Open to remote work and international contracting.

Customer Success, CS Ops, Customer Operations and Onboarding roles, plus contract work. Comfortable in US EST/PST and European GMT/CET time zones, async and fast-paced teams.

Book a strategy session