Digital Customer Success & Digital CX
I design the systems that help customers get real value from a product without a person having to touch every account. I've led digital customer success for a large software company, and I help climate tech teams build the same muscle at the right size for where they are.
What I Help With
Journey Design & Orchestration
Onboarding, adoption, and renewal journeys that run across email, in-product guidance, and customer hubs, triggered by what customers actually do rather than a calendar.
Persona & Maturity-Based Experiences
Different roles and different stages need different help. I build segments and personalization that make each customer feel the program was written for them.
Measure What Predicts Renewal
Renewal is a lagging result. I focus on leading signals like activation, time to value, sustained adoption, and CSM time saved, so you can act early.
Scale Your CSMs, Don't Replace Them
I start with two questions: how would we serve this customer if no one were assigned, and what if every customer had a dedicated person? Digital handles the routine so people can focus on relationships.
Experimentation
Small tests, clear readouts, and a habit of keeping what works. Personalization and well-timed nudges often move engagement more than a bigger program does.
AI-Assisted Programs
Practical uses of AI for content, guidance, and customer signals, with sensible guardrails around data and privacy so speed doesn't cost trust.
Hands-on across GTM and customer engagement software platforms, including lifecycle messaging, customer success, and product analytics tools.