Operating experience and perspectives for the next post-sale model.
Selected historical transformations plus practical viewpoints on retention, growth, operations, data, automation and AI.
Enterprise operating experience, translated into practical execution.
Examples below reflect work in prior operating environments, not Net Positive CS client engagements.
Unified a fragmented global post-sale operating model
Established a unified organization, global CS Operations, common SOPs and templates, outcomes engineering and predictive customer-health practices.
Applied AI and global delivery to improve operating leverage
Created an outcomes library, deployed an AI-assisted success-plan workflow, and established global delivery and tech-touch coverage.
Turned customer insight into a repeatable growth channel
Designed a Customer Success Qualified Lead program with clear qualification, seller handoffs, incentives and performance visibility.
Ideas for the next post-sale operating model.
These themes also form the basis of the Net Positive CS LinkedIn thought-leadership program.
Why the operating model must come before the agents
Scale Customer Success without scaling cost linearly
A health score is not intelligence until it changes a decision
NRR at risk should drive coverage decisions — not arbitrary account ratios
Usage is not value. Outcome evidence changes the renewal conversation.
Use AI for scalable execution. Reserve humans for judgment, trust and complex decisions.
Transform the system behind customer outcomes.
Start with a focused strategy session around the mandate, evidence and operating change your organization needs.