Think partner for SaaS leaders scaling customer success and onboarding.
After taking Toast's customer success through its IPO, I now work with fast-growing SaaS leaders on customer success and onboarding, advisory, fractional, or consulting, depending on what you need. 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 fix it.
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 hand you a binder and disappear. Depending on what you need, I'm the second opinion pressure-testing your plan, or I step in part-time to actually own it. Either way, 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.
Three ways to work together: advisory, fractional, or consulting.
Pick the track that matches how much you want to hand off, from a single second opinion to owning the function yourself.
A standing think-partner relationship. Regular calls, pressure-testing your thinking. Not a hands-on build.
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.
I join your team part-time as the CS/onboarding leader, usually reporting to the founder or CEO, and own the function week to week until it runs without me.
Fractional CS/onboarding leader
Pricing depends on scopePart-time, embedded ownership: the playbooks, the team, the cadence, until it runs without me. Monthly minimum.
↓ what you getOne real owner for onboarding and CS, not a binder. New customers go live faster, the team can see who's at risk before they churn, and new hires ramp in weeks instead of months.
A clear, time-boxed fix. A start date, an end date, and one written deliverable, instead of an open-ended retainer.
Time-to-Value audit
$5,000-6,500Map the go-live process end to end and find exactly where the "should take 3 weeks, takes 6-8" gap is happening. 1.5-2 weeks.
↓ what you getA one-page map of exactly where in the handoff-to-go-live process the time is leaking, naming the specific step, plus 2-3 ranked moves to try first. The same move that took Toast's go-lives from about 300 to 500+ a month.
Capacity reality-check sprint
$6,000-7,500Interview the team, pull workload data, and build the capacity model comparing actual work against current job levels and pay. 2 weeks.
↓ what you getA capacity model built from your own numbers, plus a re-leveling recommendation if the data supports one. The same model that proved mid-market and enterprise onboarding was running bigger projects on an SMB-sized headcount, which led to new job levels and pay.
Is this instead of hiring a CS or onboarding leader?
Depends on the track. Advisory and consulting are the second opinion for whoever already owns it, whether that's you as the founder or a CS leader you've hired, I'm not joining your team day to day. Fractional is the exception: that's me stepping in part-time to actually own the function until it runs without me.
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.