Customer Success & AI Enablement Leader
I help SaaS organizations improve customer adoption, retention readiness, and operational performance through customer success strategy, enterprise enablement, and AI-assisted workflows.
10+ Years • Customer Success • Enterprise Enablement • Business Transformation • AI Adoption
Strategy. Systems.
Human Adoption.
Technology only creates value when people understand it, trust it, and use it consistently.
My work sits at the intersection of customer success, enterprise enablement, business transformation, and AI adoption. I help organizations turn complex products, processes, and information into scalable systems that improve adoption, decision-making, and business outcomes.
Throughout my career, I have built teams, programs, and operating systems that help customers and employees move from confusion to confidence — and from one-time training to sustained value.
Whether leading customer education, designing onboarding systems, improving customer engagement, or building AI-assisted workflows, my focus is consistent:
Help people adopt better ways of working — and help organizations turn that adoption into measurable value.
Core Expertise
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Customer Success Strategy
Customer adoption
Retention readiness
Executive engagement
Customer health frameworks -
Enterprise Enablement
Customer onboarding
Learning ecosystems
Scalable support systems
Change enablement -
Business Transformation
Operations strategy
Process improvement
Cross-functional alignment
Adoption at scale -
AI Adoption & Workflow Design
AI-assisted workflows
Prompt engineering
Decision frameworks
Human-centered implementation -
Executive Communication
Stakeholder alignment
Executive reporting
Strategic messaging
Business storytelling -
Data-Driven Decisions
Adoption analytics
Customer insights
Outcome measurement
Insights to action -
Learning & Experience Design
Blended learning
Scenario-based learning
Performance support
Adult learning strategy -
Organizational Change
Change management
Workflow redesigns
Process improvement
Adoption at scale
Featured Project
PulseCS | AI-Powered Decision Intelligence for Customer Success
Most Customer Success platforms surface data. PulseCS explores how AI can help teams turn that data into better decisions, clearer priorities, and earlier action.
I designed PulseCS as an AI-assisted customer success decision intelligence system that helps Customer Success teams move beyond dashboards and health scores to diagnose customer risk, identify root causes, and generate executive-ready action plans.
Rather than functioning as another chatbot, PulseCS follows a structured reasoning framework that mirrors how experienced Customer Success leaders evaluate complex accounts. By combining customer health signals, adoption metrics, support history, executive engagement, renewal timing, and business context, the platform helps teams prioritize the right action before customer risk becomes churn.
The result is a complete Customer Success playbook, including executive account briefs, risk assessments, root cause analyses, executive outreach, meeting talking points, success plans, and measurable adoption roadmaps.
My Role
I independently led the concept from strategy through execution, including:
Customer Success Strategy
Customer Health Framework Design
AI Workflow Design
Decision Framework Architecture
Prompt Engineering
Executive Communication Design
Synthetic Dataset Design
UX Writing
Testing & Validation
Why It Matters
PulseCS demonstrates how I approach AI adoption and customer success transformation: by designing systems that augment human expertise, reduce manual analysis, and help teams make better business decisions.
The project combines customer success strategy, AI workflow design, executive communication, and structured reasoning to help teams move from scattered customer data to clear, actionable next steps.
For me, AI is not the goal by itself. It is a tool for improving adoption, strengthening customer relationships, identifying risk earlier, and helping teams act with greater confidence.
View the complete case study to explore the framework, design process, AI workflows, and prototype outputs.
Professional Journey
My career has centered on one question:
How do we help people adopt new ideas, technologies, and ways of working?
That question has shaped every stage of my professional journey — from building customer education programs and leading enterprise enablement teams to improving customer engagement, scaling operational systems, and designing AI-assisted workflows that help teams make better decisions.
Director of Education Services | HCSS
Led enterprise customer education, onboarding, enablement, and customer engagement strategy for one of the construction industry’s leading software companies.
Built and scaled the Education Services function from a small, reactive team into a proactive, data-driven department focused on customer adoption, product engagement, and long-term value. Partnered closely with Customer Success, Product, Sales, Marketing, Professional Services, and Executive Leadership to align education programs with customer outcomes and business priorities.
Under my leadership, customer engagement nearly doubled in a single year, supported by scalable learning systems, adoption analytics, digital education, webinars, customer events, and self-service enablement resources.
I also directed strategy, operations, and budget management for the HCSS User Group Meeting, a $3M customer conference serving more than 2,000 customers and requiring coordination across multiple teams, venues, vendors, and executive stakeholders.
House Parent | Boys & Girls Country
Serve in a full-time residential leadership role supporting youth development, daily operations, education, mentoring, and family life within a nonprofit environment.
In addition to the relational and leadership responsibilities of the role, I have supported operational improvement through technology adoption, reporting systems, dashboards, AI-assisted planning, and standardized processes that improve visibility, consistency, and decision-making.
This experience has strengthened my leadership, coaching, communication, empathy, and change management skills while reinforcing the importance of trust, structure, and human-centered support in any transformation effort.
AI as a Practical Business Tool
My AI work is focused on helping teams make better decisions, reduce manual analysis, and act earlier on customer risk.
Through projects like PulseCS, I explore how AI-assisted workflows can support Customer Success teams with customer health analysis, renewal risk diagnosis, executive communication, and success planning.
Today
I’m seeking opportunities where I can help organizations improve customer adoption, retention readiness, operational efficiency, and business outcomes through customer success strategy, enterprise enablement, business transformation, and AI-assisted workflows.
My work sits at the intersection of Customer Success, AI Adoption, Enterprise Enablement, and Organizational Change — helping companies turn technology from an interesting capability into measurable business value.
Let's Build Systems People Actually Use
The future of technology is not defined by better tools alone. It is defined by better adoption.
I help organizations bridge the gap between strategy and execution by designing customer success systems, enablement programs, AI-assisted workflows, and operational processes that people can actually use.
If you’re looking for someone who can connect customer outcomes, business strategy, technology adoption, and human behavior, I’d love to connect.