Head of, VP, and CCO-level customer leadership

Customer teams, built to scale.

I'm a Customer Experience executive in Montreal, Canada, with experience at Head of, VP, and Chief Customer Officer level. With 20 years of leadership experience and eight years in SaaS, I've worked from startup to scale-up, from <$5M to >$25M ARR, building post-sales teams at each stage. I work with founders, C-level, and department leaders on world-class post-sales strategy across Customer Success, Experience, and Support (AI and human). I also turn customer insight at scale into product, commercial, and strategic decisions.

Net Revenue Retention

94% → 105%

I was a key leader shaping the retention and expansion work behind this, alongside product improvements.

ARR increase from pricing

ARR ↑13%

Pricing changes across major segments, with churn held stable.

NPS up 20 points

NPS ↑20

From the mid-20s to the mid-40s, through a customer experience focus and customer-led product insight.

Trial-to-paid

<30% → >50%

From a reactive Support team, using Customer Success principles. Over $70k in new MRR in the first year.

CSAT

97%

Held consistently across years of rapid growth.

Recognition for the world-class teams I've led and the growth they supported

G2 Best Relationship, 2023, 2024, 2025, 2026

9.6/10

G2 Quality of Support

4.8/5

Capterra Customer Service

Globe and Mail fastest 400 growing companies

Revenue growth

Service quality held throughout

12x

Headcount growth

Growth I've supported and operated through

24/5

Global footprint

Customer Success and Support across three hubs

What I do

Post-sales through rapid growth

I redesign strategy as the company evolves, coach team members through each stage, and create structure and stability for what comes next.

Customer insight at scale

I set up post-sales to capture customer insight at scale, then analyze it for risks, opportunities, and friction points. That analysis informs Product roadmaps, commercial decisions, and Customer Support, Success, and Experience strategy, and gives the whole company a clearer picture of its customers.

Global support, AI and human

I build world-class global Customer Support, the kind that differentiates a company from its competition and earns the long-term trust that drives retention.

AI and automations for at-scale management

I've automated customer experience for years, especially for long-tail and mid-market customers. AI is the latest tool I use for it, and it gives that automation far more reach and power. I apply it across customer-facing and internal team work, including Support, Success, enablement, QA and coaching, risk assessment, and forecasting.

Who I work with

Companies

B2B SaaS serving thousands of businesses and tens of thousands of users, PLG and SLG.

Customers

Long-tail to mid-market to Enterprise, from $250 to $250k ARR accounts.

Scope

The full post-sales process: Customer Success, Support, Experience, and the cross-departmental work with Product, Sales, Marketing, and Engineering.

Situations

Rapid growth, downsizing, and steady-state stability. The customer experience stays excellent in each.

Credentials and languages

Lazaridis ScaleUp Cohort 8 (Wilfrid Laurier University)

Winning By Design Revenue Architect

English (native) · French (intermediate, functional working proficiency)

Get in touch.

Whether you want advice, consulting, fractional leadership, or just a conversation, I'm happy to talk with founders and leaders about customer teams. No pressure, no pitch.