Helping You Turn Retention Into Growth
I work with SaaS founders and leadership teams who know growth is leaking after the deal is signed.
Their product is solid. Sales are working. But retention feels unpredictable, expansion is inconsistent and the post-sale engine isn’t firing properly.
I’ve spent 30 years in customer-facing leadership at companies including Sony, Reed Elsevier and ServiceNow – from start-ups to global enterprises.
I’ve built CS teams from scratch, turned around churn problems and sat at the leadership table as CCO and VP Customer Success.
Today I help companies strengthen retention and growth without hiring a full-time customer leader.
What I’ve delivered
- Built customer success functions from scratch in scale-up environments
- Achieved 110%+ NRR within 18 months through structured customer growth strategies
- Reduced onboarding costs by over 80% while improving time to value
- Diagnosed churn patterns at £2M-£20M ARR companies and targeted retention frameworks
- Designed customer-led growth strategies that turned CS into a revenue driver
What that looks like in practice
Most of the SaaS leaders I talk to have a version of the same problem. Growth is happening – but renewals are shakier than they should be, expansion is inconsistent and the CS team is busy without being strategic. The board is asking questions that nobody has clean answers to.
That’s exactly where I come in. As a fractional CCO, I’ll help you build the systems, metrics and leadership approach that turn customer retention into a competitive advantage – not a quarterly worry.
I also write regularly here on The Retention Edge about what actually works in CS leadership, NRR strategy and customer-led growth. No fluff, no textbook frameworks – just practical insight from 30 years in the room.
I also co-host Breakthrough SaaS Growth, a podcast exploring customer success, retention, AI and SaaS growth with founders and revenue leaders from around the world.
Let’s start with the problem
Most engagements start with a conversation about what’s holding growth back.
Whether that’s churn, inconsistent expansion, weak onboarding or a customer success team that isn’t delivering commercial impact, we’ll start there.