Customer Success Coaches

After working with B2B SaaS companies for two years in a private equity capacity, I recently pivoted into a role in the Customer Success org at a tech company. I can teach you the technical terms needed to nail down your SaaS knowledge, as well as the skillset needed to shine in a Customer Success interview and role. I can also offer some helpful tips on pivoting into the Customer Success org from a non-Customer Success role.

I have over 20 years of experience working with enterprise, consumer and SMB customers across various geographies and have driven numerous customer success stories and experiences.

I’ve led Customer Success orgs at scale, including 50+ FTEs across enterprise, digital, and professional services, and rebuilt CS teams from the ground up in fast-growth tech environments. At Gem, I led the CS and PS functions, navigated post-Series C growth, and advised execs on how to tie CS to retention and expansion. I coach CS leaders and CSMs who want to move from reactive execution to strategic impact. Whether you’re trying to get promoted, handle difficult customers, or influence cross-functional stakeholders, I’ve lived it, and I help you get clear, get confident, and get results. My coaching is tactical, leadership-focused, and grounded in real operator experience. I don’t teach theory, I coach from having sat in the seat.

Customer success has been at the core of my work for over two decades. As a former Managing Director at Deloitte and now founder of my own consulting firm, I’ve led client relationships where trust, delivery, and long-term value weren’t just expected — they were non-negotiable. I was the go-to advisor for a Fortune 30 company for over 10 years, supporting them through high-stakes transformations, and consistently earning the confidence of senior leadership. I’ve also stepped into complex “moments that matter” — when projects were at risk or trust was shaken — and helped turn them into success stories. From onboarding and execution to renewal and expansion, I’ve led full-lifecycle client success strategies grounded in real delivery and relationship-building. I coach professionals who want to deepen client relationships, build strategic success plans, navigate high-pressure client interactions, and link delivery to long-term impact. My approach is pragmatic, outcome-focused, and rooted in what it actually takes to earn — and keep — a client’s trust.

Welcome to my profile! With a rich background in executive coaching and leadership development, I bring a wealth of experience to help you excel in your customer success journey. As a Co-Adjutant and coach at Rutgers University, I have guided students in mastering communication and leadership skills, essential for thriving in customer success roles. My work as an Executive Coach at BetterUp and O'Brien Coaching has allowed me to mentor over 100 individuals, empowering them to achieve their professional goals. Whether you're looking to enhance your leadership capabilities or navigate the complexities of customer success, I'm here to provide tailored support and actionable insights. Let's connect and chart a path to your success!

🚀 Why Work With Me? With a proven track record in customer success and leadership, I bring hands-on experience from my role as Director at Mighty AI, where I helped drive strategic growth, customer engagement, and operational excellence—leading to a successful acquisition by Uber. I specialize in customer retention, team leadership, and scaling success strategies in fast-moving industries. Whether you’re an aspiring CS professional looking to break in or a leader aiming to optimize your approach, I provide real-world insights, actionable strategies, and personalized coaching to help you excel. Let’s transform challenges into opportunities and build a customer success strategy that drives real results!