Customer success · Product builder · Chicago
Ten years in customer success at companies like Zendesk, Miro and Gainsight. Now I design and ship AI tools for the people doing that work.
About
I've spent my career on the customer side of B2B software: running enterprise books of business, leading QBRs with executive sponsors, and turning what customers tell me into product feedback that actually lands.
Along the way I started building. I helped customers design and launch AI agents at Zendesk, and on my own time I've shipped an AI assistant for CSMs, a browser extension, and a book. I like taking an idea from a rough sketch to something people can use.
I'm open to customer success roles and to work on innovation teams, where understanding customers and building for them are the same job.
Career
Managed 35 enterprise accounts worth $5.5M with 93% retention, and drove $500K in expansion in my first eight months. Helped customers design and build AI agents, from API integrations to workflow setup.
For a global events brand: an agentic AI bot that cut event-day support requests by about 70% and drove add-on sales.Built success plans with C-suite sponsors, held 90% retention and lifted engagement and AI adoption by 25% across top accounts.
Ran value workshops across 12+ enterprise projects a year and redesigned customer workflows for a 25% efficiency gain.
Guided advanced implementations across web and mobile, growing monthly recurring revenue by 20%.
Used travel data to restructure corporate travel programs, cutting client program costs by 25%.
Held 98% client retention, launched a self-service reporting platform, and mentored account managers into front-line leaders.
Projects
An AI assistant for customer success managers, built by a CSM for CSMs.
It reads across the tools a CSM already works in, surfaces the accounts that need attention each morning, and drafts the follow-up so you can spend your time on the conversation instead of the prep.
It drafts. You approve. Always.
See a company's federal tax picture while you browse its website.
A browser extension and site that pull public SEC filings for more than 250 large companies and put the numbers in context, with a simple way to contact your representative. It's a flashlight, not a receipt: it shows the public data and leaves the judgment to you.
A picture book for adults about life in tech.
Barry is a loyal employee who keeps getting restructured. It looks like a bedtime story and reads like every reorg you've lived through. A print book, made to be given as a gift.
Contact
Hiring for customer success or an innovation team, or want to try CS Agent with your team? Email or LinkedIn both reach me.