Think partner for SaaS leaders scaling customer success and onboarding.
After taking Toast's customer success through its IPO, I'm now an advisor to fast-growing SaaS leaders. Your team is hitting its numbers right now, but only because one or two people are quietly patching the gaps the process doesn't catch. I'll help you think through the fix.
You're the one quietly patching the gaps yourself. Let's find where the process actually breaks before you hire your way out of it.
The process says one thing. Your best people are doing another.
Nobody above the one or two people doing the real work can tell how much of it is actually them. The documented process and what your team actually does have quietly drifted apart, and you won't find out how far until something breaks, a go-live slips, a customer gets missed, or someone walks.
Most companies throw more bodies at the queue, hoping volume fixes what's actually a process gap. It doesn't. Some hire a VP of CS before they're ready. Some bring in an agency that hands them a generic playbook that doesn't survive contact with their actual customers.
I'm not here to join your team or hand you a binder. I'm here to be the person who's already lived this, so you're not guessing alone.
Nearly ten years, 27x growth, through the IPO.
A very early employee at Toast, there for nearly ten years through its hypergrowth and its 2021 IPO. I watched the business grow from 5,000 restaurants to 135,000.
I took enterprise onboarding from an offshoot of SMB to its own function, growing the team from 8 people under one manager to 31. Go-lives went from about 300 a month to 500+ within a year, and I brought $10M in new ARR live in my last six months. On the CS side, we managed and grew over $37M in ARR, with competitive churn held under 1% a year.
That track record taught me something I still believe: everyone thinks it's on sales and CS to grow the business. It's actually on onboarding. A signed customer who isn't live yet isn't paying, and a rocky start is where churn begins.
The short version.
Most people start with a single working session.
Single working session
$750-1,000One 90-minute call, a written note after. No ongoing commitment.
↓ what you getWalk away knowing the real cause behind your stalled NRR or slow go-lives, not just the symptom, plus 2-3 specific moves to try this month.
30-day advisory sprint
Pricing depends on scopeTwo calls over 30 days: one to diagnose, one to check if the fix is sticking. One cycle, non-renewing.
↓ what you getFind out, before committing to anything ongoing, whether an outside read actually changes your decisions.
Standing advisory retainer
Pricing depends on scope2 calls a month, plus async support between calls. Quarterly minimum.
↓ what you getEvery real decision on your CS/onboarding build gets pressure-tested before you act on it, not after. You stop guessing alone.
Is this instead of hiring a CS or onboarding leader?
No. I'm not joining your team or running the function day to day. I'm the second opinion for whoever already owns it, whether that's you as the founder or a CS leader you've hired.
What actually happens on the calls?
We work through whatever's live for you right now, a hiring decision, a process that's breaking, a metric moving the wrong way. You bring the problem, I bring the pattern-matching from scaling this 27x.
How much does this cost?
See "Ways to work together" above. Most people start with a single working session.
Let's talk
If this sounds like a fit, send a message or book a call directly. No pressure either way.