Who I Am
I'm a growth-stage SaaS and platform operations leader who builds and scales high-performing teams. Over the past decade, I've specialized in turning operational chaos into streamlined systems that support rapid growth: building 25+ person teams from the ground up, doubling throughput, and creating frameworks that make hypergrowth sustainable.
I Help Growth-Stage Companies in Two Key Areas
Whether you need to build operational infrastructure or scale customer success, I bring systematic frameworks and proven results.
Operations
Building operational infrastructure that turns organizational chaos into competitive advantage. I design the structures, processes, and teams that enable 2-3x growth without breaking.
Recent Impact
60% efficiency improvement | Built 25+ person team in 12 months
Customer Success & Professional Services
Blending Customer Success with implementation operations—running embedded professional services at scale. I build post-sales organizations that deliver successful implementations, drive retention, and turn expansion into repeatable systems.
Recent Impact
500+ implementations | 75% faster time-to-value | $20M+ churn prevented
Building Leaders, Not Just Teams
Whether in Operations or Customer Success, my foundation is people-first leadership. I don't just scale headcount, I build managers and leaders, create performance frameworks, and develop teams that can sustain growth.
Manager Development
Developed 5+ first-time managers with structured coaching, 1:1 frameworks, and performance management systems that scale beyond me.
Scalable Hiring Frameworks
Built role definitions, interview rubrics, and onboarding systems that enabled hiring 25+ people in 12 months without sacrificing quality.
Performance Systems
Created OKR frameworks, skills matrices, and career ladders that align individual growth with organizational needs.
My approach to team building is rooted in athletic team building: clear roles, shared accountability, and relentless focus on collective success over individual performance.
Results
Scaled Operations for SMB and Mid-Market Clients by 60%: More Output with Fewer Resources
The Challenge
Led operations for a rapidly growing team at a Unicorn FinTech Company during a critical scaling phase. The team was taking on more business than it could deliver on.
- •Comingled functions created cognitive overload and increased error rates
- •Resource pressure to do more with less: increase output while reducing headcount
- •3-6 month training cycles meant new hires were expensive and error-prone for half a year
- •No measurement system to identify bottlenecks or track improvements
Built a 5-Part Operational Framework:
Process Mapping
Applied 80/20 principle to focus on highest-impact deliverables
Team Restructuring
Created clear role definitions with specialized responsibilities
Knowledge Systems
Standardized training with videos, guides, and checklists
Smart Resource Allocation
Tiered clients by complexity to match resources strategically
Performance Analytics
Established data-driven tracking for continuous improvement
Core Insight: Treat lack of documentation in services like material shortages in manufacturing. It's a fundamental operational gap that must be filled.
Key Metrics
This framework became the operational blueprint, proving that excellence isn't about working harder, but building intelligent systems that scale.
Experience
Download CVKey Achievements
Organizational Leadership & Scale
- •Built and led customer success organization from 3 to 25+ professionals (5+ managers) in 12 months following promotion, establishing multiple layers of management and clear performance frameworks.
- •Redesigned operating model and organizational structure for 50+ person global implementation organization, introducing segment-based coverage model and systematic efficiency framework. Direct management of Mid-Market and SMB segments achieved 60% productivity improvement while increasing output 20% despite 25% workforce reduction, proving the model's scalability.
- •Built scalable delivery model that doubled annual onboarding and implementation throughput from 250 to 500+, enabling company growth while maintaining enterprise-grade quality standards and client satisfaction across segments.
Customer Success & GTM Impact
- •Led 75+ SaaS and platform implementations in regulated financial environments, managing complex compliance requirements, integration challenges, and multi-party stakeholder coordination to achieve 95%+ on-time delivery.
- •Improved time-to-value by 50%, reducing implementation timelines from 3 months to 6 weeks for SMB and Mid-Market clients, accelerating revenue recognition and enabling faster expansion into high-volume segments.
- •Led cross-functional automation initiative with Product, Sales, and Finance to eliminate manual fund administration processes, delivering $500K+ in annual cost savings while improving client retention and competitive positioning.
Senior Vice President, Customer Success and Operations
iCapital | 2024-2025
- •Built multi-layer CS organization (3→25+; 5+ managers) within 12 months
- •Doubled annual implementation volume to 500+ with 75% time-to-value improvement
- •Prevented $20M+ ARR churn by rehabilitating top enterprise accounts
- •Established Sales-to-CS handoff protocols achieving 98% configuration readiness
- •Managed bifurcated operations: onboarding/activation + support (25K+ annual tickets)
Vice President, Operations & Implementation
iCapital | 2021-2023
- •Led 75+ platform implementations spanning SMB to Enterprise (6 weeks to 12+ months)
- •Improved SMB/Mid-Market time-to-value 50% (3 months → 6 weeks)
- •Achieved 60% efficiency improvement while increasing output 20%
- •Designed comprehensive training strategy reducing new employee onboarding 85% (3 months → 4 weeks)
- •Led $500K automation initiative with Product, Data, and Engineering teams
Director, Operations & Implementation
DebtX | 2017-2021
- •Delivered $1B+ in client outcomes across 200+ implementation projects
- •Built scalable framework enabling multi-billion-dollar transactions in 4-6 week cycles (60% faster than industry standard)
- •Managed enterprise programs ($75MM-$5B) with strict compliance and multi-stakeholder coordination
- •Led complex program for largest enterprise transaction in company history (30K assets, $5B, US Dept of HUD)
