Turning Complex Systems into Scalable Outcomes.
I’m a Customer Operations leader and AI builder focused on turning complex systems into scalable, real-world outcomes. I currently serve as Senior Director of Customer Success Operations at ADP, leading a team supporting over 900 employees.
Building Systems that Actually Get Used.
I specialize in the intersection of AI, customer success, and revenue operations. My work focuses on translating emerging AI capabilities into usable, scalable products that integrate into real workflows.
Enterprise CS & Scaling
Partnering with executive leadership to translate GTM strategy into actionable operating plans. Expert at scaling post-sales models across complex, global enterprise environments and low-touch digital motions.
Applied AI Product Development
Designing and launching AI applications from concept to MVP. I focus on multi-step reasoning pipelines, prompt architectures, and user-facing AI experiences that solve messy real-world problems.
AI + Operations Integration
Embedding AI into critical workflows across RevOps and SMB tools. I build systems that augment decision-making and execution, replacing manual processes with software-driven logic.
Professional Trajectory
Senior Director, CS Ops & Strategy
ADP
- Partnering with executive leadership to translate GTM strategy into operating plans for 900+ stakeholders.
- Generated $40M+ in expansion pipeline and increased referenceable clients by 400%.
- Led design and deployment of AI-enabled initiatives for signal detection and executive visibility.
- Integrated processes across Sales, Product, Finance, and RevOps to remove organizational silos.
Senior CS Operations Manager
IBM
Operationalized post-sales strategy for IBM SaaS portfolios (~$1B ACV), defining global health and risk detection frameworks supporting 150,000+ customers.
Managing Director
SuccessSight Consulting
Founded a boutique firm advising high-growth SaaS companies like MuleSoft and Gainsight on building scalable operating models for retention and expansion.
Solutions Architect
Gainsight
Translated CS strategy into execution systems for enterprise leaders (IBM, Shopify), architecting data pathways for measurable business impact.
The Lab: Applied AI Products
Real-world systems built with React, TypeScript, Supabase, and LLMs focused on execution.
IrInio
Privacy-first AI note-taking system. Provides real-time transcription and structured insights (summaries, action items) without storing raw audio data.
JobBot
AI-powered job discovery engine using intelligent search and "match thesis" scoring for high-fit role matching based on resume parsing.
MatchOps
Explainable fuzzy matching platform for messy datasets. Uses phonetic heuristics and confidence scoring for high-trust entity resolution across platforms.
Munai & SMB Tools
AI-assisted growth tools focusing on review generation, automated messaging workflows, and lightweight CRM automation for small businesses.
Education
Fulbright IIE Scholar
Univ. of Missouri–St. Louis
Recognition
GameChanger Award
Gainsight • 2020, 2022
Location
Boca Raton, FL
Senior Operations Lead
Let's solve
practical problems.
I’m interested in projects that focus on execution and measurable impact at the intersection of AI and operations. I build systems that actually get used.
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