Customer Success · Onboarding · Implementation
I help companies build the onboarding and lifecycle systems that turn new signups into customers who actually stay. Most of the work is cross-functional: connecting product, CS, and marketing so users don't fall through the cracks after the sale.
About me
Customer Success professional based in New York. I've built onboarding programs for high-volume factoring accounts and AI dispatch tools, environments where users have no patience for a slow ramp and support can't absorb the slack.
I build lifecycle programs, write the SOPs that make them repeatable without me in the room, and connect the automations that handle volume without adding headcount. When users hit a wall with a product, I find which wall it is and fix it.
B.A. in International Business from San Diego State, with a German language emphasis and a minor in International Security and Conflict Resolution. In practice, that was four years studying why communication breaks down when the stakes are high, and how to close the gap. That's still most of what I do.
Work history
What I bring
Selected work
Built TruckSmarter's post-onboarding experience for new users: the flow itself, the SOPs, and the "Best Search Practices" doc that set how everyone learned the product.
A Slack workflow that flagged offboarding requests the moment they came in, so the team could reach out and try to save the account before it left.
A retention model that sorted users by week-over-week activity, so outreach went to the accounts actually at risk instead of the whole list.
The knowledge bases behind our internal AI agents, structured so the agents could handle routine CS work without a person in the loop.
A handoff between Sales and CS that gave high-need users their search setup at the point of sale, so nothing got dropped between teams.
An onboarding flow for 1,000+ factoring accounts that moved "ready-to-fund" users first, cut Time to First Funding, and kept slower prospects warm on automation.
Endorsements
Let's connect
Open to roles in Customer Success, onboarding, or operations. Based in New York, open to remote.
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