San Diego, California, United States
I believe exceptional customer experiences are built by entire organizations—not just Customer Success teams. My strength is designing scalable customer operating models that align people, processes, technology, and data to improve customer outcomes, strengthen cross-functional collaboration, and drive sustainable business growth. My background as a Senior Customer Experience and Operations leader with deep experience building customer systems inside high-growth environments. At Epic Gardening, I led Customer Experience and Sales Enablement through a period of rapid scale, helping support the company’s growth from ~$200,000 to $100M+ in revenue. I built onboarding systems, operational workflows, support infrastructure, and cross-functional processes designed to improve customer retention while helping teams scale with more clarity and less operational friction. Most recently at Aampe, an agentic AI platform focused on enterprise personalization and customer decisioning, my work centered on the operational side of AI adoption — helping enterprise teams bridge the gap between technical capability and real-world implementation. Areas I consistently gravitate toward: — Customer operations and onboarding systems during periods of rapid growth — Adoption strategy and lifecycle design — Identifying early signals that customer adoption is stalling before they appear in retention metrics — Cross-functional leadership across CX, Product, Engineering, and GTM teams — Operational clarity during scaling and AI transformation initiatives — Turning complex products into customer experiences teams can actually operationalize I’m especially interested in the intersection of onboarding, adoption, operational clarity, and customer trust — particularly in environments where technology is evolving faster than internal systems and processes. I regularly write about AI adoption, onboarding systems, customer operations, and the gap between customer agreement and meaningful adoption. Learn more: https://cxblueprint.carrd.co/
I focus on understanding where adoption friction emerges across the customer lifecycle and how teams can design systems that help customers move forward with confidence. • Leading customer strategy initiatives focused on behavioral adoption of agentic AI • Designing onboarding and content frameworks that translate AI capability into customer understanding and confidence • Partnering cross-functionally with Product, Data Science, and Engineering to improve adoption, retention, and experimentation outcomes • Developing repeatable models for customer clarity, trust, and sustained usage across accounts • Supporting high-growth customers through complex change, ambiguity, and AI-driven transformation
Aampe is an AI decisioning platform that helps enterprise teams move from static messaging to adaptive, behavior-driven engagement. · Lead onboarding for enterprise customers using Aampe's platform — build structured onboarding plans, milestone tracking, and adoption checkpoints for each account · Simplify how customers learn to use a complex product — clear documentation, step-by-step playbooks, and lifecycle touchpoints that guide users from kickoff through activation · Identify where customers get stuck during onboarding and adoption; redesign touchpoints, materials, and team handoffs to reduce friction · Build scalable engagement programs — automated nudges, milestone checks, and in-product guidance — that support onboarding across multiple concurrent accounts without adding headcount per customer · Coordinate with Product and Engineering to resolve issues customers run into during onboarding — close the loop between field experience and platform fixes Selected Impact · Reduced time-to-launch by 2 weeks across the enterprise portfolio by redesigning activation milestones and adding automated tracking · Stabilized a high-visibility enterprise account by rebuilding the onboarding journey and resetting engagement expectations — moved from at-risk to active, sustained adoption · Protected $300K ARR across two enterprise accounts by spotting risk signals early and running structured re-engagement
Built and led the CX and onboarding function from employee #2 on the operations side through the company's growth from $200K to $100M+. Directly managed a 4-person DTC team — a Customer Success Manager and 3 CSMs. · Built the customer experience and onboarding function from zero — designed the workflows, SLAs, escalation paths, ticket taxonomy, and team structures the function ran on · Coached a 4-person DTC Customer Success team (a CS Manager and 3 reps) through high-volume periods — codified playbooks, escalation rules, and decision protocols so new hires could ramp into a real system instead of tribal knowledge · Simplified the customer onboarding journey across DTC and wholesale — reduced repetitive questions, clarified product information, and built lifecycle touchpoints that guided new customers from purchase through activation · Built AI-assisted deflection and self-service infrastructure that absorbed ticket volume as the customer base grew — knowledge base, automated responses, and FAQ workflows · Owned ticket taxonomy, SLAs, and escalation paths from scratch — clean handoffs, accountable execution, and routing logic that survived team growth and turnover · Connected CX to Product, Marketing, and Operations through a structured VOC system — turned customer feedback into platform and process improvements Selected Impact · NPS of 88 vs. ~60 industry average — driven by simpler onboarding and consistent lifecycle engagement · Reduced cost-per-ticket 38% ($9.68 → under $6.00) through self-service, workflow standardization, and AI-assisted deflection · Cut click-to-delivery from 15+ days to under 5.5 days through end-to-end operational redesign · Supported 22.9% revenue growth through CX and onboarding improvements that scaled customer outcomes without proportional cost
Led a 10-person Wholesale CX team — 4 Customer Success Managers and 6 sales enablement specialists — supporting 5,000+ independent retail accounts. Concurrent role while continuing Epic Gardening DTC leadership. · Built the wholesale CX operating model from scratch — account coverage logic, SOPs, escalation workflows, and SLAs where none existed; coached the team from reactive support into structured account management · Migrated 400+ accounts into Salesforce; designed a hybrid digital and direct engagement model that reduced operational cost up to 70% while keeping account coverage · Redesigned the engagement approach from reactive support to proactive onboarding and account check-ins — improved retention across a high-volume B2B account base
• Contribute to the development and refinement of Company’s vision and strategy • Support the overall process of management and corporate decision-making to ensure the organization maximizes its short, medium and long-term profitability and shareholder returns • Liaise with other executive heads on the implementation of the company’s strategic and operational plans • Develop, review, and report on the business development division’s strategy, ensuring the stra-tegic objectives are well understood and executed by the team • Impact the profitability of the company through ensuring strategic and tactical management decisions and new business development results • Marketing • Competitor and market analysis • Develop and lead the Business Development team in sourcing, managing and implementing new business opportunities • Ensure efficient and effective marketing, advertising and promotional planning through the Marketing department • Present a budget for board approval and prudently manage resources within those budgetary guidelines according to company policy and within ethical corporate governance guidelines • Maintain and develop organizational culture, values and reputation in its markets and with all staff, customers, suppliers, partners and regulatory/official bodies • Build and lead an effective and cohesive management and sales team • Self development and continuing personal development Specialties: - New Business Development - Team Development & Growth - Grass Root Sales Strategy - Event Planning - Strategic Planning - Strategic Partnerships - Public Relationship Management - Social Media - Relationship Building - Servant Leadership
· Led a team of 10 marketing and business development representatives building commercial relationships across multi-location accounts; owned territory coverage, performance management, and engagement standards · Owned multi-location growth strategy across marketing, sales, and operations — accountable for top-line growth across multiple locations and customer segments · Built engagement infrastructure and data-informed operational frameworks supporting sustained multi-year revenue growth