I've spent 30 years in B2B SaaS — 20 of them in leadership. I started as a practitioner at companies like Vignette, Siebel, and Art Technology Group before stepping into executive roles. That means my instincts come from doing the work, not just managing people who do it.
Most of my leadership career has been inside companies between 5 and 300 people — the stage where there's no safety net and where the post-sale decisions you make in years two through six determine whether the business exits or stalls.
As Chief Customer Officer at Paytronix, I helped lead a PE-backed business to a successful exit in 2024 — scaling implementation capacity 275%, sustaining 95%+ GRR, and building every post-sale function from scratch: Customer Success, Professional Services, Technical Support, Knowledge Management, and Voice of Customer.
My thesis on where the industry is going: AI is restructuring what CS organizations do. CSMs who adapt — using AI to own larger books, synthesize signals at scale, and show up as strategic partners — will become dramatically more valuable. Those who don't will be replaced. SaaS businesses that build for this now will create a durable moat. That's the work I do.
Full background and career history →
