Customer Success Strategist
Deep roots. Lasting growth. Real impact. High retention. Enduring value. Proven results.
I help growth-stage companies reduce churn, accelerate onboarding, and build the CS infrastructure that creates durable net revenue retention — across industries, from B2B SaaS to financial services and beyond.
Client Outcomes
avg. across engagementsClients see measurable improvement within 90 days of engagement.
Strategic Partner for Growth-Stage Ventures
Core Deliverables
Five interlocking pillars. One revenue retention engine.
Every engagement maps to this architecture. Whether the work focuses on a single pillar or spans all five, the outcome is the same: compounding, defensible customer revenue.
Strategic Insight & Growth
Deep profiling of your customer base to identify who stays, who grows, and why — then building the roadmap to capture more of them.
Usage & Renewal Profiling
Analyzing behavior patterns and renewal data to find your most profitable segments.
User & Stakeholder Archetypes
Building deep profiles of the actual people using your product to ensure the experience hits their specific pain points.
Expansion Revenue Logic
Designing the specific path for how a customer moves from a single product to a multi-solution partnership.
Portfolio Growth Roadmap
Setting multi-year revenue targets specifically for your existing customer base.
Experience Architecture & Talent
Designing the end-to-end customer journey, the team that delivers it, and the metrics that prove it's working.
Post-Sale Ecosystem Audit
A deep-dive diagnostic of your current onboarding, product commitments, and service delivery.
Customer Lifecycle Mapping
Designing the ideal path a customer takes from the moment they sign to the moment they become an advocate.
Value-Realization Framework
A quantitative system to track and prove the actual business impact your product is having.
Evidence-Based Success Stories
Transforming raw data into high-stakes case studies that help Sales close new business.
Retention-Optimized Pricing
Auditing your price points and packaging to ensure they align with how customers actually perceive value.
Success Team Advancement Path
Designing clear career ladders and growth trajectories for your CSMs.
CS Mastery Rubric
Defining the exact skills and competencies required for every level of your Success team.
Customer-Centric Roadmap Outlook
Building a forward-looking product view driven by customer feedback and retention data.
Commercial Performance & Ops
Building the systems, cadences, and team alignment that convert renewals from reactive conversations into predictable revenue.
High-Value Account Strategy
Architecting the programs and templates needed to manage your most important clients.
Renewal Value Calculators
Interactive tools that allow your team to build a financial business case for every renewal.
Commercial Alignment Protocols
Defining the Rules of Engagement for how Success and Sales collaborate on discounts and deals.
Revenue Retention Predictor
A structured cadence for forecasting renewals and expansion revenue with high accuracy.
Contract Visibility Audit
A process for mapping exactly what every customer is entitled to, uncovering whitespace for upsells.
Renewal Pipeline Review
A recurring health check on your post-sale funnel to identify where revenue is getting stuck.
Retention & Expansion Post-Mortems
Analyzing exactly why customers stayed or left to fix the leaks in your process.
Retention & Advocacy Excellence
Turning satisfied customers into a measurable retention engine — with the data infrastructure to prove it's working.
Strategic Success Architecting
Long-term road-mapping that aligns your customer's 3-year goals with your product.
Risk & Engagement Indexing
Building a custom Likelihood to Stay metric based on usage, sentiment, and behavior.
Quarterly Attrition Deep-Dive
A forensic look at churn from the last 90 days with clear remediation steps.
Predictive Retention Modeling
Creating a data-driven commitment for what your churn will look like in the coming quarters.
Executive Advisory Forums
Designing and facilitating high-level boards where your top customers help shape your future.
Advocacy & Social Proof Systems
Building a scalable engine for turning happy customers into references and referrals.
Organizational Foundation
The structural layer — roles, incentives, and team design — that makes everything else repeatable and scalable.
Success Team Org Design
Building the reporting lines and role structures that maximize accountability.
Retention Alignment Framework
Setting the high-level OKRs that keep everyone focused on the same outcome.
Success Incentive Optimization
Designing bonus and commission plans that actually drive the behaviors you want — retention and growth.
Team Collaboration Standards
Creating formal documentation that removes friction between departments.
Industries Served
Built for the specifics of your sector.
Customer success challenges don't translate cleanly across verticals. Each sector has its own compliance environment, sales cycle, and adoption dynamics — and the CS playbook needs to match.
01
Technology, Media & Telecommunications
Managing complex user lifecycles across hardware, high-growth software, and media.
Includes
- Software and Services
- Technology Hardware and Equipment
- Telecommunications
- Media and Entertainment
Professional Experience
02
Financial Services & Real Estate
Building trust and long-term retention in regulated, high-contract-value environments.
Includes
- Banking and FinTech
- Insurance
- Real Estate Investment and Management
Professional Experience
03
Health Care & Life Sciences
Bridging complex medical technology and end-user adoption for patients and providers.
Includes
- Health Care Equipment
- Biotech and Pharmaceuticals
- Health Services
Professional Experience
04
Retail, Consumer Goods & Leisure
Driving loyalty and repeat engagement in high-volume, fast-moving consumer markets.
Includes
- Retail and Consumer Staples
- Hotels, Restaurants and Leisure
Professional Experience
05
Logistics, Utilities & Industrials
Supporting the digital shift in backbone industries through operational efficiency and IoT success.
Includes
- Transportation and Logistics
- Utilities and Energy
- Industrials and Manufacturing
Professional Experience
06
Commercial & Professional Services
Refining the customer journey for B2B firms where expertise is the primary product.
Includes
- Legal and Management Consulting
- HR Services
- Specialized Business Services
Professional Experience
07
Education & EdTech
Focusing on learner engagement and institutional success for the modern classroom and workplace.
Includes
- Learning Management Systems (LMS)
- K–12 and Higher Education Platforms
- Corporate Training
Professional Experience
How I Work
Embedded expertise. Not another slide deck.
Diagnose before prescribing
Every engagement starts with a deep audit of your current CS motion — data, processes, team structure, and customer feedback.
Build with your team, not over them
I work alongside your CSMs and leadership — so the strategies I design actually stick after I'm gone.
Measure what moves the business
NRR, GRR, expansion ARR, time-to-value. Every recommendation is tied to metrics your board cares about.
Sprint Engagement
6–8 weeksFocused audit and strategy sprint targeting a single high-leverage problem — churn, onboarding, or team structure.
Embedded Partnership
3–6 monthsOngoing strategic partnership — I work inside your org to build, test, and iterate the full CS motion in real time.
Advisory Retainer
OngoingCS Leader thinking on demand — for teams who have solid execution but need a strategic sounding board in their corner.
Insights & Perspectives
Ideas worth reading.
Original research, frameworks, and field-tested thinking on where customer success is headed — and what that means for your retention motion.
The Autonomous Advantage: Redefining Customer Success in the Era of AI SREs
Autonomous AI systems are changing who — and what — delivers customer outcomes. This whitepaper examines what that shift means for CS leaders, how to position your team for relevance, and the new playbook for driving retention when AI is doing the work.
Inside the Paper
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How AI SREs are shifting value delivery away from human CSMs
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The new retention metrics that matter when automation runs the motion
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A framework for building the human layer that AI cannot replace
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Practical org design for CS teams in the autonomous era
About Jordan
Twenty years building what customer success actually means.
I have led customer success and growth organizations across hypergrowth SaaS companies, global logistics enterprises, energy sector operations, and international business consultancies — building teams from the ground up and transforming those that needed it, across organizations ranging from early-stage ventures to Fortune 50 companies.
My work is grounded in the belief that the best customer success is not a department — it is a company-wide discipline. When it has a real seat at the table and the data infrastructure to back it, retention stops being a lagging indicator and becomes a leading one.
A Master of Laws in Commercial Law and an MBA bring additional depth to engagements that demand more than operational know-how — regulatory complexity, governance structures, cross-border considerations, and long-term enterprise value creation are competencies that translate across every industry I serve.
"Deep Roots. High Growth. Real Impact."
150+
clients served
$2B+
ARR under management
20+
years CS leadership
Let's Talk
Ready to turn your CS motion into a growth engine?
Most engagements start with a 30-minute discovery call. No pitch, no deck — just an honest conversation about where you are and what's possible.