Helping learning businesses see their customers clearly.
I turn platform usage data into early-warning signals, and spreadsheet-era workflows into purpose-built tools that customer success teams actually use — so the conversation with a customer happens before the churn, not after it.
About
Seven years in the trenches of customer success operations.
I've spent the better part of a decade inside a subscription learning business, working at the point where customer data, content, and delivery meet. That work started the way it usually does — in sprawling spreadsheets and small scripts held together with hope — and evolved into designing and building full applications for engagement analytics, account health, and content demand.
The hard-won part isn't the code. It's understanding how customer success, content, and delivery teams actually interact — what a renewal conversation needs, which usage signals matter and which are noise, and why most internal tools fail the people they're built for. That's the expertise I write about and build from.
Lately, I've been exploring how domain experts can use AI-assisted development to build production-grade internal tools themselves — collapsing the distance between the person who understands the problem and the person who ships the fix.
What I do
Four threads, one goal: longer, healthier customer relationships.
Retention & engagement signals
Turning raw platform usage into early-warning indicators customer success teams can act on — weeks before an account goes quiet.
Purpose-built internal apps
Replacing spreadsheet sprawl with focused tools shaped around real workflows — account health, content demand, release operations.
Domain expert as developer
Using AI pair-programming to let the person who understands the problem ship the solution — with production-grade habits, not prototypes.
UX shaped by how teams work
Designing tools around the real interactions between customer success, content, and delivery teams — so adoption isn't an afterthought.
Writing
Notes on retention ops, engagement analytics, and AI-assisted tooling.
Contact
Working on customer retention in a learning or subscription business? I'd like to hear what you're seeing.