Execution
Stopping the Leak: Embedded Execution for Critical Post-Sale Motions
Fixing a broken customer architecture requires more than high-level advice; it requires hands-on intervention. When your organization lacks the bandwidth, experience, or cross-functional alignment to stabilize leaking revenue, I plug directly into your operations to restructure teams, eliminate silos, and rebuild the workflows that protect and grow your NRR.
The execution standard
An Embedded Operator. Real Business Outcomes.
I bring over 20 years of inside leadership experience to solve your most complex operational bottlenecks. My track record is built on high-stakes execution inside global environments:
Financial Resilience
Architected the post-sale motions that delivered 45-50% YoY growth for complex On-Premise solutions during peak global market disruptions.
Operational Excellence
Turned around partner operations in a massive global corporate, driving a 50% increase in partner CSAT and positioning my unit as the top-performing Line of Business (LOB).
I don't leave you with a list of recommendations. I build the playbooks, realign the teams, and stay until the new motion delivers measurable scale.
When to deploy this
Companies facing a sudden spike in churn that requires immediate tactical intervention.
Teams transitioning from legacy models to lean, scalable customer motions.
Organizations struggling with data silos and friction between CS, Sales, and Product.
VCs needing an embedded operator to rapidly stabilize a portfolio company's NRR.
What I execute
NRR & Expansion Playbooks
Designing and embedding the commercial playbooks that turn reactive CSMs into proactive expansion units. I define the triggers, compensation alignments, and cross-functional handoffs between Sales and CS to safely capture upsell revenue.
Post-Sale Org Redesign & Alignment
Restructuring team layouts, partner interfaces, and cross-functional boundaries. Having positioned a core LOB as the top-performing unit in a global corporate while skyrocketing partner CSAT by 50%, I optimize team capacity, eliminate operational overhead, and align internal motions to execute flawlessly.
Data-Driven Churn Mitigation
Deploying rapid-response tactics to stop client leakage. I analyze frontline data, isolate systemic product or onboarding failures, and build structured playbooks to salvage high-risk Enterprise accounts.
Product & CS Feedback Architecture
Rebuilding the interface between your customer-facing teams and the Product organization. I establish hard feedback loops and data tagging to ensure that frontline insights directly influence product roadmaps to solve retention issues.
Engagement structure
THE SCOPE
Strictly objective-driven. We define 1-2 critical operational gaps limiting your scale, set clear KPIs, and build a targeted timeline.
THE FOCUS
In-the-trenches leadership. I manage the transformation, draft the SOPs, and align the stakeholders across departments.
THE DELIVERABLE
A fully operationalized customer motion. You don't get a slide deck; you get functioning processes, trained teams, and a stabilized NRR baseline.
Dedicated Execution. Measurable Impact.
Execution engagements are heavily scoped based on organizational complexity and typically delivered within a focused 3-to-6-month embedded framework.
Starts with a scoping conversation to define the engagement.