Bio

I am an ardent fan of healthy, operationally effective SaaS companies to create rich customer experiences. It's not people vs. processes. It's both. Being all people or all processes only gets us halfway there. Invest in lightweight, scalable processes so they don't get in the way of your employees, but support and retain them (and customers, too!). I have managed and supported multiple teams across organizations including Customer Success Managers, CS Operations, Renewals, Support, and Strategic Projects. Personally, I enjoy gardening, fishing with my son, baking (especially sourdough!), and nature hikes are some of my loves. There's a wealth of metaphors when you compare cultivating a garden with cultivating customer relationships. There are recipes to carefully follow whether you are baking a cherry tart or building a customer onboarding package. Finding patterns in seemingly unrelated fields is exciting.