Lifecycle
Make progress visible.
Onboarding, adoption, account health, and renewal readiness, in one operating model the team can actually run when the account gets complicated.
Customer lifecycle · AI workflows
The customer felt the system long before they complained.
I build the lifecycle systems, CRM discipline, and AI workflows that let a team see that quiet failure early — while there's still time to do something about it.
Customer experience is made or lost in the operating model.
Not in the brand, not in the dashboard. In who owns the next action, what survives a handoff, and whether the team can see where the customer actually is.
What I build
Three places the lifecycle breaks — and holds.
Practical AI
Reduce drag, not judgment.
AI that helps a team prepare faster, summarize context, and surface risk earlier — never another place to check, never a way to blur who owns what.
Change
Make process stick.
Cadence, handoffs, and CRM discipline that hold up under real workload — not a process that only works when everyone remembers it.
Selected work
Selected work
NeuroSync
Stood up customer success from scratch for a clinical platform — onboarding, adoption, and a renewal motion that held under real operational pressure.
Customer success Implementation
Shinola
Ran a corporate account portfolio at the Detroit flagship — high-touch client experience and Salesforce process, kept personal at scale.
Portfolio growth Salesforce
Context By Design
Built lifecycle and retention frameworks for service businesses that had relationships but no system to see where customers stalled.
Lifecycle design Retention
“A weak handoff turns a closed deal into implementation risk. The record should help the next person, before the customer has to repeat themselves.” Operating principle no. 02
Tools for the moments accounts go quiet.
Tools for the moments accounts go quiet.
Let's talk