Customer success leader. AI builder.

A decade deploying AI and HR technology at IBM, Moody's, Gloat, and ThisWay Global. Now I build AI products.

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Location: St. Augustine, FL
Career: 22-year career
Employers: IBM, Moody's, Gloat, Giant Eagle

Across the customer lifecycle

Results from every stage of the work, from first onboarding through renewal, expansion, and the team that delivers it.

Onboard and implement
65%
faster time-to-readiness from a rebuilt onboarding experience
ThisWay Global
21 days
cut from time-to-fill after re-implementing talent acquisition systems
Moody's
Drive adoption
+18%
feature adoption from executive product-optimization reviews
IBM
100%
review-cycle completion, up from 65%, after re-implementing performance management
Moody's
Retain
100%
gross retention against a 95% target, with zero churn
Gloat
94%
gross retention with an NPS of 73 against a goal of 65
IBM
Expand
~121%
net retention, with ARR up 21%
Gloat
+22%
above target on a 55-client portfolio, grown 9% year over year
IBM
Scale the team
39 days
faster new-hire time-to-proficiency, with turnover cut 50%
Gloat
+15 pts
customer satisfaction from a new CS and services operating model
IBM

Experience

Black Cloud
December 2022 to Present
Founder & Principal · AI Product Builder & Consultant
Independent product studio and applied-AI consulting practice spanning AI engineering, product design, and creative work.
See the builds
ThisWay Global
April 2024 to February 2026
Manager, Customer Success & Experience
- Led all customer experience (success, support, implementation, onboarding, adoption, and renewals) across the lifecycle; built an enhanced onboarding experience that reduced time-to-readiness by 65%.
Gloat
January 2022 to November 2022
Manager, Enterprise Customer Success
- Owned renewals and expansion for 12 Enterprise and Mid-Market clients. Delivered 100% gross retention (vs. 95% target, zero churn) and ~121% net retention, growing ARR 21%, the highest upsell on the CS team.
- Built new CS operational standards and served as CSM trainer, cutting new-hire time-to-proficiency by 39 days and turnover by 50%.
Moody's
September 2019 to August 2021
Associate Vice President, HR Technology & Service Delivery
- Led re-implementation of Talent Acquisition systems (ATS, candidate CRM, careers site), cutting time-to-fill by 21 days, raising hiring-manager satisfaction 40%, and cutting recruitment agency spend by seven figures.
- Re-implemented Performance, Goal-Setting & Succession, driving 100% review-cycle completion (up from 65%) and facilitating the company's first executive succession cycle.
IBM
June 2014 to June 2019
Global Leader, Customer Success, Solution Design & Consulting
- Designed and launched new Consulting and Professional Services offerings, building and training the team and all operations, with six-figure new revenue and upsell through a paired Solution Design pre-sales function.
- Ran Product Optimization Executive Reviews that lifted feature adoption 18% and drove six-figure services revenue; designed the digital CS model for SMB (+10 NPS).
Regional Leader, Customer Success
- Grew a 55-client Enterprise and Mid-Market portfolio 9% YoY, finishing 22% above target.
- Led a new CS and Professional Services operating model, cutting operating costs by seven figures, raising satisfaction 15 points, and holding 94% gross retention with an NPS of 73 (goal 65).
Giant Eagle
November 2004 to March 2014
Leader, People Systems → Talent Acquisition → HR
- Implemented SAP SuccessFactors HCM and LMS (100% company-wide OSHA training compliance, a company first) and pre-employment assessments (six-figure annual savings, +32% quality of hire).
- Stood up the organization's first applicant tracking system and trained 75 HR professionals, for a seven-figure total cost reduction.
- Promoted to Regional HR Leader; rolled out behavior-based interviewing to 120 leaders (+18% quality of hire) and led UFCW collective-bargaining negotiations.

Builds

Products I designed, built, and shipped through Black Cloud, my product studio.

arrangementLab

Live

A visual song-arrangement planner for music producers: map a whole song on a canvas, analyze a loop in the browser, and follow production tips section by section.

Built it deliberately without AI, because a simpler deterministic approach was the better engineering call. Real-time audio analysis runs in the browser, so audio never leaves the user's machine.

React
Vite
Web Audio API
Tailwind CSS

arrangementlab.com

DriveMosaic

Live

A native macOS disk analyzer that shows where your storage went as an interactive treemap.

Shipped a signed, notarized native app with a free scanner and a one-time Pro unlock.

Swift 6
SwiftUI
CryptoKit
macOS

drivemosaic.app

Bindery

Working demo

A reference assistant for independent insurance agencies. It answers coverage questions from the agency's own documents, cites every answer, declines when it isn't sure, and hands claims and advice to a licensed agent.

Designed and built the whole system: hybrid retrieval that blends vector and keyword search, streaming cited answers, per-agency document storage, and a golden-set evaluation harness judged by Claude.

0.72 → 0.86

retrieval recall

0.79 → 0.87

answer correctness

Scores on a 17-question test set judged by Claude, before and after a retrieval fix. The harness caught the bug before launch.

Python
FastAPI
Supabase pgvector
Anthropic API
React
Vite

exitPlan

Live

An AI home emergency planner. A homeowner walks each room with a phone and gets a floor map, escape routes, a prioritized task list, and a readiness score.

Built and shipped it end to end: frames are pulled from video inside the browser, analyzed by Claude's vision model, and discarded. The video never leaves the phone, and the plan lives on the user's device.

Next.js
TypeScript
Anthropic API (vision)
Vercel

exitplan.today

Customer success work samples

How I run account recovery, executive reviews, renewals, and adoption, in my own templates.

See the work samples

Skills and tools