I'm a Customer Success and Program Delivery leader with experience across SaaS adoption, CRM implementation, business transformation, and AI-enabled operations.
At Expansion Software & Services, I lead the customer-facing strategy and operations of a SaaS CRM platform serving 70+ active client accounts across HR, captive insurance, real estate, ecommerce, coaching, and nonprofit sectors.
My work connects customer needs, business requirements, cross-functional delivery, technology adoption, and measurable outcomes.
- Customer Success strategy and customer lifecycle operations
- SaaS onboarding, adoption, retention, and value realization
- Program delivery across complex, cross-functional initiatives
- CRM implementation, integrations, and workflow design
- Business requirements translation and stakeholder alignment
- AI-enabled operations and workflow automation
- Business transformation and operational improvement
- Knowledge management, documentation, and enablement
I design and implement practical AI-enabled workflows that connect stakeholder needs, business requirements, process improvement, adoption, and measurable outcomes.
My work includes AI use-case development, workflow automation, knowledge management, documentation, onboarding, research, and operational efficiency.
Tools include ChatGPT, Claude, Claude Code, Manus, OpenClaw, HighLevel, Make, Zapier, n8n, and related automation platforms.
Customer Success & CRM: Salesforce, HighLevel, HubSpot, Zendesk, Freshdesk, Intercom, Help Scout
Program & Delivery: Jira, ClickUp, Asana, Trello, Notion, Smartsheet, Agile, Scrum, PMBOK, Waterfall, Change Management
AI & Automation: ChatGPT, Claude, Claude Code, Google Gemini, Manus, OpenClaw, Make, Zapier, n8n, HighLevel Workflows
Data & Reporting: Salesforce Reports & Dashboards, HighLevel Analytics, Google Analytics, Google Sheets, Microsoft Excel, Airtable
Collaboration: Slack, Zoom, Microsoft Teams, Loom, Google Meet
Cloud & Platforms: Google Cloud, AWS Management Console
Integrations & Payments: Shopify, Stripe, PayPal, Square
- Project Management Professional (PMP)
- Salesforce Certified Platform Administrator
- Certified ScrumMaster
- Certified AI Consultant Program — In Progress, anticipated August 2026
- Maxwell Leadership Certified Team Member
- Maxwell Leadership Certified Team DISC Trainer
- Google Cloud Digital Leader — In Progress
- M.S., Organizational Leadership
I'm building interactive experiences and practical resources at the intersection of Customer Success, SaaS adoption, CRM implementation, program delivery, business transformation, and AI-enabled operations.
Current work includes:
- Customer account health and churn-risk experiences
- Customer success planning and onboarding resources
- QBR and business review frameworks
- SaaS adoption and account health templates
- Technical account management resources
- AI-enabled workflow and operations examples
Interactive experience for assessing account health, churn risk, role-based scoring, recommended playbooks, and next-best actions across Customer Success and Technical Account Management.
Explore the interactive dashboard
Interactive experience for translating customer goals into onboarding priorities, adoption plans, risks, success criteria, and measurable outcomes.
Open the interactive plan builder
- Customer Onboarding Workflow Template
- QBR Business Review Template
- SaaS Account Health Scorecard
- Technical Account Support Runbook
Connect with me to discuss Customer Success leadership, program delivery, SaaS adoption, CRM implementation, business transformation, and AI-enabled operations.