I've spent 25+ years inside SaaS companies, not adjacent to them. Customer Success, Professional Services, Support, Solution Consulting, Channel Partnerships, Revenue Operations — I've run all of them at one point or another, usually because a company needed someone to take ownership of a function that was failing, not optimize one that was working.
I started as a secretary. An opportunity to move into a technical support role redirected my career into software, and from there I worked my way up as an individual contributor, manager, director, and VP before becoming Chief Customer Officer — with temporary stints running Product and Operations along the way, when companies needed someone who could hold more than one function's problems at once.
That range shows up in the roles: fourteen years building through CyberShift's early growth and into SumTotal Systems following its acquisition, helping take the business from $4M to $200M+ ARR and a Vista Equity Partners exit. VP of Professional Services at CyberGrants through a second successful exit. Chief Customer Officer at Hyperscience, scaling a global CS organization from 6 to 70 people across 9 countries while holding 110% NDR. Chief Customer Officer at Torii, architecting predictive revenue infrastructure post-Series B. Then CCO/COO at Sharpen CX, brought in to stabilize a three-company merger and drive NDR from 70% to 100%.
Most recently, Global Head of Sales at Cascade Strategy — a focused, bridge engagement taken on to work again with a former CEO partner, the third time we'd teamed up. It stretched me into owning a full sales function for the first time, after years of running parts of one. Cascade is currently navigating a funding transition that will bring a change in ownership; my engagement has wound down as part of that process, and both the CEO and Chairman remain references. My focus going forward is back where it's been for 25 years: customer success, revenue operations, and GTM leadership.
My approach to developing people inside these organizations follows a framework I call Liberate the Talent — you can read more about it on the Frameworks page.