Bio

I have over 15 years experience helping SaaS companies improve the way they drive customer retention, renewals, and expansions. Through my career, I have worked with more than 70 companies from early stage to billion dollar enterprises, I have built 15 Customer Success organizations from scratch, and I have implemented multiple technologies across the CS tech stack including Gainsight, Totango, Amity, ClientSuccess, Salesforce, Zendesk, Pardot, Hubspot, and multiple project management tools. I help SaaS companies understand who their customers are, how the should manage them through product adoption and expansion. I have built multiple programs for customer organizations including onboarding, user training, adoption, expansion, and advocacy for both small and large enterprises. I help SaaS companies enable their strategy through implementing key customer technologies including Gainsight and Salesforce. I have also worked with other tools to enable all processes and data visibility across the entire customer journey. Technologies I have implemented include Salesforce.com, Gainsight, Totango, Amity, ClientSuccess, Zendesk, Uservoice, Intercom, and Hubspot to name a few. I am also very active in the Gainsight admin, Vancouver Customer Success and Tech Startup communities. Outside of work, I am a father and an avid cyclist. I have also completed multiple marathons, cycling events, and triathlons.