AI-Assisted CSM Prep Assistant
A working session companion that turns account telemetry, notes, and signals into a ten-minute prep brief before every customer call.
Section 02
The Throughline
My career looks like a series of different titles. Underneath, it is the same job every time. Walk into something undefined or underperforming, find the structure hiding inside the chaos, and build the operating system that makes it work at scale. I learned to see people before process, which comes from a background in organizational psychology, and I learned to respect the numbers because the numbers are where trust is either earned or lost.
- 01
Foundational Operations
A background in organizational and industrial psychology. The lens that still shapes how I lead, why I think churn is almost always a human problem wearing a data costume, and why change management lives or dies on the people side.
- 02
Financial Services
Enterprise technology and operations work, including a release management role on the product that became Zelle, back when it was called Clear Exchange. An early lesson in shipping something real inside a large, complex organization.
- 03
Apptio
Took a single enterprise engagement and helped turn it into a productized offering that became a real part of the business. Became a field authority in technology business management and learned to connect technical adoption to the financial outcomes that executives actually care about.
- 04
Advocate Networks
A focused chapter in senior strategy and transformation consulting. Short in tenure, useful in lens, advising on operating model and transformation work before returning to building inside product companies.
- 05
Sendbird
Built Customer Success from the ground up. Stood up an enterprise-ready post-sales operating model where there had been none, and connected onboarding signals to risk and expansion.
- 06
Aprimo
Modernized a global post-sales operating model across onboarding, adoption, risk, renewals, expansion, and executive governance, with AI-assisted workflows layered into the operating cadence.
The pattern is zero to one. I bring clarity to chaos and structure to ambiguity, and I build the function that was not there before.