My journey to Customer Success wasn't traditional. I started in sales, then moved into media research, where I developed a deep fascination with psychology and what truly drives human behaviour. When I eventually led a Customer Success team from $3M to $10M (working with giants like Amazon, Google, and Disney), everything clicked.

The real breakthrough wasn't just the numbers—it was discovering that Customer Success becomes unstoppable when you combine sales acumen, research-driven insights, and human psychology.

That unique combination became The CS Academy's foundation.

Psychology Meets Revenue Science

The Problem: Most scale-ups eventually hit the Growth Wall—where early success methods fail, churn rises, and expansion opportunities slip away. They have the product, but they lack the strategy to manage and grow their customer base effectively.

My Solution: I partner with you as your co-pilot to transform your Customer Success into a proactive, strategic revenue engine. We do this by applying psychology-driven strategies and my proven operational frameworks that delivers predictable results.

What I Believe and How We Achieve It

My philosophy is simple: Customer Success isn't a department; it's your core growth engine. This is achieved by building a human-first culture where deep customer relationships drive loyalty, all guided by proven frameworks, not guesswork.

To put this into action, my approach uses two core frameworks that work together:

• The A.C.E. Framework is my strategic blueprint for WHAT to do: systematically Activate value, Cultivate retention, and Expand revenue.
• The DRIC Approach is my proven consulting process for HOW we get it done together: a four-stage partnership of Diagnose, Recommend, Implement, and Coach.
  
  

Your Partner in Growth: A Proven Track Record

• 20+ Years Experience in B2B SaaS, Media, & Insights
• 140% Net Revenue Retention Achieved as VP of CS
• Scaled CS Teams from 3 to 50+ Across EMEA & APAC
• MBA in Marketing, Psychology & Communications
• Certified Revenue Architect
  
  

Let's Build Your Revenue Engine

If this human-first, results-driven approach to Customer Success resonates with you, I'd welcome the opportunity to connect. Let's have a strategic conversation about how we can break through your Growth Wall, together.