I believe Customer Success is the growth engine for B2B business. 

That belief started with a realisation I had in 2011: if you focus on delivering value to customers, you don't just retain their business, you capture a growing share of their demand.



I've spent the last decade proving it. For 7 years, I led HubSpot's Customer Success org through hypergrowth, scaling from 80K to 300K+ customers, and built our Global Strategic Accounts team from the ground up. Today, I lead Private Equity Partnerships at HubSpot, helping PE firms accelerate portfolio revenue growth.


Fun fact: back in 2017, I coined the "watermelon customer" analogy at CS Summit, a term for accounts that look green (healthy) on the surface but are red (churning) underneath. It's since become shorthand across the industry for why vanity health scores fail.



Since then, I've helped 300+ Scale-Ups and Fortune 500 companies build and scale global CS teams to $3B+ in ARR and 130%+ NRR.


My goal is to help every B2B company build an AI-enabled, revenue-generating Customer Success function.