Customer-facing teams, built to scale.
I'm a Customer Experience executive in Montreal, Canada, who has held Head, VP, and Chief Customer Officer roles. With 20 years of leadership experience and eight years in remote global SaaS, I've worked from startup to scale-up, from <$5M to >$25M ARR, building and reshaping post-sales teams at each stage.
I work with founders, C-level, and department leaders on world-class post-sales strategy across Customer Success, Experience, and Support (AI and human). I also turn scaled customer insights and analyses into product, commercial, and strategic decisions.
Outcomes I've helped drive
Recognition for the world-class teams I've led and the growth they supported
Recurring revenue businesses live or die by whether their revenue actually recurs, month over month and year over year.
I build post-sales teams and product feedback loops that keep revenue recurring.
What I do
Post-sales strategy for growth and change
I redesign Customer Success, Experience, and Support strategy as the company evolves, coach team members through each stage, and create structure and stability for what comes next. I take a customer-centric approach, balance it with company needs, and focus the work on the most impactful changes. I also contribute customer data and context to pricing, packaging, and commercial strategy.
Customer insight at scale
I set up post-sales teams to recognize and capture customer insight at scale, and run evidence-based reports and workshops on risks, opportunities, and friction points. This informs Product roadmaps, commercial decisions, and post-sales strategy, and gives the whole company a clearer picture of its customers.
Global support, AI and human
I build world-class global Customer Support, the kind that differentiates a company from its competition and earns the long-term trust that drives retention. I design and launch AI-assisted support, and lead the move from human-only teams to blended AI and human support.
AI and automations for at-scale management
I've automated customer experience for years, especially for long-tail and mid-market customers, and use AI to automate with far more reach and power. I apply it across customer-facing and internal team work, including Support, Success, enablement, QA, coaching, risk assessment, and forecasting.
Who I work with
Companies
- B2B SaaS
- Scale: thousands of accounts, tens of thousands of users
- PLG and SLG
Customers
- Long-tail, mid-market, and Enterprise
- From $250 to $250k ARR accounts
- Digital-touch to high-touch account management
Scope
- Full post-sales, or a focus on Success, Support, or Experience
- Cross-departmental: breaking down silos between Product, Sales, Marketing, and Engineering for a better customer experience
Situations
- Rapid growth
- Downsizing
- Steady-state stability
Location
Based in Montreal Canada, available to work with teams worldwide.
Remote, with experience across time zones from APAC to EU to the Americas.
Get in touch.
For advice, consulting, leadership, or just a conversation, I'm happy to talk with founders and leaders about customer-facing departments. No pressure, no pitch.