Hi, I’m Josh!

1. 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.

   Where the operating instinct and the human lens both started.

   • BA in Industrial and Organizational Psychology, the foundation for how I read teams, trust, and behavior change
   • Early commercial and sales operations leadership, learning how revenue, accounts, and the day to day of a business actually run
2. 02

   Financial Services

   Enterprise technology and operations work, including process design and release management for the product foundations of Zelle and BankAmeriDeals. An early lesson in shipping next-generation customer-centric capabilities at scale inside highly complex and regulated organizations.

   Enterprise technology roles inside two of the largest US banks.

   The discipline of release governance, clean deployment, and enterprise-scale migration.

   • At Bank of America, owned release governance and end-to-end workflows for the Payments and Commerce portfolio, coordinating consecutive clean releases across platforms including BankAmeriDeals and the product that became Zelle
   • At Truist, formerly BB&T, led enterprise application rationalization and data consolidation for a major migration, standardizing deployment and driving vendor cost savings
3. 03

   Apptio

   Progressive post-sales leadership across Professional Services and Customer Success, advising enterprise executives and scaling value delivery through the company's IPO and eventual acquisition. A field authority in Technology Business Management and the adjacent discipline of FinOps, connecting technology adoption, and the infrastructure supporting it, to the financial outcomes executives care about most.

   A FinOps and Technology Business Management platform that raised $136M in venture capital, with Andreessen Horowitz making its first-ever investment, before its 2016 Nasdaq IPO. Taken private by Vista Equity Partners in 2019 for $1.9B, then acquired by IBM for $4.6B. I joined at Series D and grew with the company through every stage of that journey.

   Nearly eight years across progressive leadership roles in Professional Services and Customer Success, promoted post-IPO through the Vista Equity transition, scaling value delivery and maturing success motions across a complex enterprise customer base.

   • Scaled the post-sales operating model across Professional Services and Customer Success, linking onboarding, adoption, and value realization to executive business objectives and renewal strategy
   • Established health, risk, and escalation frameworks that stabilized enterprise renewals and improved forecast discipline in high-pressure cycles
   • Built executive QBR and EBR narratives that translated cost, utilization, and value into the language of the C-suite, supporting multiyear commitments
   • Shaped pricing, service packaging, and roadmap priorities as a senior voice in commercial and product decisions
   • Standardized customer journey governance, improving renewal forecasting and expansion pipeline quality
   • Acted as a senior escalation point and a bridge between Product, Sales, Engineering, Finance, and the C-suite, channeling Voice of Customer into roadmap priorities
4. 04

   Advocate Networks

   A focused chapter in senior strategy and transformation consulting. Short-term services focus, advising on Technology Business Management operating models and enterprise transformation before returning to building inside product companies.

   A technology consultancy and managed services provider of TBM solutions, acquired by Accenture in 2022.

   Consulting work shaping post-sales strategy, service offerings, and customer value for enterprise TBM.

   • Defined Customer Success and post-sales strategy and service offerings for Technology Business Management solutions
   • Partnered with Sales on RFPs, proposals, and statements of work for C-suite buyers
   • Advised enterprise customers on TBM best practices, value realization, and ongoing Customer Success models
5. 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.

   A Y Combinator company that raised more than $220M from investors including ICONIQ Growth, Tiger Global, and SoftBank Vision Fund 2. I joined at Series C when the company was valued at $1.05B, making it a unicorn in in-app messaging, voice, and video.

   Built and led a multi-region Customer Success organization across more than forty countries and every segment, from digital and self-serve to strategic enterprise, for a platform supporting billions of conversations and hundreds of millions of users.

   • Introduced predictive health scoring and renewal forecasting with early-action save plays
   • Implemented Gainsight with success plans, scorecards, and a Value Maturity Framework focused on leading indicators and outcomes
   • Revamped NPS, Voice of Customer, and G2 advocacy, and launched a scalable digital Customer Success model for long-tail customers
   • Partnered with Product, Engineering, and Support on usage-signal gaps, incident response, and critical escalations
   • Strengthened team culture and career pathing, developing individual contributors into team leads and building durable operating discipline
6. 06

   Aprimo

   Recruited to the Senior Leadership Team to transform a legacy post-sales organization for the AI era. Modernized the global operating model across onboarding, adoption, risk, renewals, expansion, and executive governance, with AI-assisted workflows layered into the operating cadence.

   An AI-powered enterprise DAM and Content Operations platform used by global brands, owned by private equity firm Marlin Equity Partners and recognized by Gartner as a 2025 Leader, with additional recognition from Forrester and IDC.

   Led a global Customer Success organization across AMER, EMEA, and APAC, spanning digital, mid-market, and enterprise, and owned the end-to-end post-sales journey along with CS budget, headcount and capacity planning, org design, and CX performance reporting for the private equity board.

   • Rebuilt the global Customer Success organization across enterprise, mid-market, and digital segments, launching a new digital motion
   • Built AI-assisted Customer Success workflows and targeted digital automations that increased CSM focus time and execution quality
   • Redesigned health scoring and executive risk reviews to surface earlier signal and strengthen renewal strategy
   • Standardized adoption roadmaps, success plans, and executive business reviews around outcomes and value realization
   • Aligned Sales, Customer Success, Support, Services, RevOps, and Product around a governed post-sales rhythm and shared KPIs spanning GRR, NRR, and time to value
   • Elevated market presence through customer advocacy, references, G2 momentum, and category leadership recognition
7. 07

   NorthSkye Advisory

   A selective executive advisory practice focused on post-sales operating models for B2B SaaS, diagnosing where retention and expansion motions are breaking and rebuilding them for the AI era.

   A selective practice working with founders, CROs, and CS leaders across venture-backed, PE-backed, and public SaaS, and with the emerging leaders coming up behind them.

   The same operating-system discipline, now from the outside in. I help leaders clarify goals, simplify execution, and connect day-to-day decisions to customer and revenue outcomes, with AI as a multiplier rather than a replacement.

   • Advising SaaS executives on segmentation, onboarding, renewals, expansion, and digital and AI-assisted Customer Success motions
   • Codifying fifteen years of operating judgment into AI-assisted frameworks and tools, including a customer intelligence platform piloted with enterprise organizations
   • Enabling post-sales organizations up and down the ladder, coaching leaders, managers, and ICs along the journey of agentic AI aptitude
   • Building financial fluency into post-sales teams, pricing, margins, and the unit economics behind renewal and expansion decisions
   • Mentoring emerging post-sales talent on upskilling, career development, and portfolio storytelling

   Explore Advisory→

The pattern is zero to one. I bring clarity to chaos and structure to ambiguity, and I build operating systems and discipline that didn't previously exist.