About.

Building strong teams. Improving how things work.
Delivering measurable results.

I’m a Customer Success and operations leader with more than 15 years of experience building teams, improving processes, and creating sustainable growth.

I’ve led Customer Success organizations serving more than 35,000 customers and managing a $27M portfolio, grown teams from 6 to more than 20 people, reduced churn, recovered lost revenue, and created systems that gave teams more time to focus on customers.

My leadership philosophy is straightforward: give good people clarity, trust, and accountability; remove unnecessary obstacles; and help them do their best work. Some of the results I’m proudest of aren’t just financial—they’re the people I’ve seen grow in confidence, take on greater responsibility, and move into leadership themselves.

Originally from England and now based in Utah, I bring an entrepreneurial background together with experience in Customer Success, sales, operations, and project management. I enjoy solving problems, building things that work better, and leaving both teams and organizations stronger than I found them.

$27M Portfolio Managed
35K+ Customers Served
27% Churn Reduction
$500K+ Revenue Recovered

Work Experience.

EMPLOYMENT HISTORY.

Henry Schein One
Artisan Millwork LLC
Project Manager Custom Millwork, Spanish Fork, UT | 2025 – 2026

Managed the delivery of custom commercial millwork projects from production through installation, coordinating clients, general contractors, shop teams, vendors, and field installers. Brought greater structure and visibility to project execution through improved scheduling, workflow management, and cross-functional communication.

  • Improved project visibility and accountability by establishing clearer scheduling, tracking, and communication processes across production and installation.
  • Helped transition project-management workflows from Trello to Innergy, improving alignment between project information, production requirements, and delivery schedules.
  • Developed more structured approaches to work-order planning, installation sequencing, and project handoffs to reduce ambiguity between the shop, project management, and field teams.
  • Managed multiple concurrent commercial projects, proactively resolving scheduling, production, site, and installation challenges while maintaining commitments to general contractors and clients.
  • Strengthened coordination with general contractors and internal teams through regular schedule reviews, clearer milestone tracking, and earlier identification of project risks.
Henry Schein One
Henry Schein One
Manager Customer Success, Remote | 2021 – 2024

Led a high-performing Customer Success organization responsible for more than 35,000 customers and a $27M recurring-revenue portfolio. Built and developed the team while introducing scalable processes, customer-health strategies, and cross-functional initiatives focused on retention, expansion, operational efficiency, and the customer experience.

  • Reduced churn by 27%, protecting significant recurring revenue through improved customer engagement, risk identification, and retention strategies.
  • Delivered 216% of upsell target, generating approximately $3.75M in expansion revenue through stronger customer engagement and opportunity identification.
  • Scaled the Customer Success team from 6 to more than 20 people while maintaining 100% team retention and developing a strong culture of accountability, trust, and professional growth.
  • Promoted approximately 45% of the team internally, creating development pathways and preparing team members for greater responsibility and leadership roles.
  • Recovered more than $500K in revenue by identifying and resolving billing and account-management issues that were causing preventable revenue leakage.
  • Created a dedicated administrative support function that returned approximately 1,000 hours per month to customer-facing teams, allowing Customer Success Managers to spend more time directly supporting customers.
Henry Schein One
Henry Schein One
Customer Success Manager, Remote | 2020 – 2021

Managed strategic customer relationships with a focus on adoption, retention, satisfaction, and growth. Partnered with customers to understand business objectives, resolve challenges, increase product value, and strengthen long-term relationships.

  • Built trusted relationships with customers by combining proactive account management with a strong understanding of their operational and business needs.
  • Identified at-risk customers and coordinated cross-functional solutions to improve retention and customer outcomes.
  • Uncovered expansion opportunities through customer conversations and product adoption analysis, contributing to account growth and recurring revenue.
  • Demonstrated the customer and leadership results that led to promotion into management and responsibility for the broader Customer Success organization.
Rockwell Media
Rockwell Media
Owner & Managing Director, Remote | 2008 – 2020

Founded and operated an independent media and marketing business, taking responsibility for sales, client relationships, business development, operations, and financial performance. Built long-term customer partnerships while managing the day-to-day realities of growing and operating a small business.

  • Built the business through relationship-led sales, referrals, and repeat customers, developing long-term partnerships across a diverse client base.
  • Managed the full customer lifecycle—from prospecting and proposals through delivery, account management, and ongoing customer development.
  • Led business development, commercial negotiations, budgeting, project delivery, and supplier relationships.
  • Developed the entrepreneurial and customer-first approach that later became central to my leadership philosophy and career in Customer Success.

Earlier.

EMPLOYMENT HISTORY.

Yell Limited
TIR Training Services Limited
Sales Account Manager, Beverley UK | 2010 –2011
Yell Limited
Pentagon Yorkshire Limited
Sales & Marketing Director, Leeds UK | 2005 –2008
Yell Limited
Yell Limited
Sales Consultant, Leeds UK | 1999 –2005
Monitor Audio
Monitor Audio Plc.
UK Sales Manager, Cambridge UK | 1997 –1999
Stratford Hifi
Stratford Hi-Fi Ltd
Retail Manager, Stratford-upon-Avon UK | 1995 – 1997
ABC Contract Services
ABC Contract Services Ltd.,
Employment Consultant, Birmingham UK | 1994 – 1995

Expertise.

LEADERSHIP • CUSTOMER SUCCESS • OPERATIONS • GROWTH

01. LEADERSHIP & TEAM DEVELOPMENT.

Building high-performing teams through clarity, trust, accountability, and meaningful development.

  • Team Leadership: Experienced in building and scaling teams, establishing clear expectations, and creating cultures where people are trusted to perform.
  • Coaching and Development: Developing talent through practical coaching, career development, and opportunities for people to take on greater responsibility.
02. CUSTOMER SUCCESS & RETENTION

Creating customer strategies that strengthen relationships, identify risk, improve retention, and increase long-term value.

  • Customer Strategy: Experienced in customer health, segmentation, adoption, retention, expansion, and managing Customer Success at scale.
  • Customer Advocacy: Turning customer insight into practical action by connecting customer needs with product, support, sales, and leadership teams.

03. OPERATIONS & EXECUTION.

Turning complex workflows into practical systems that improve visibility, accountability, and execution.

  • Process Improvement: Identifying inefficiencies and designing scalable processes that reduce friction and give teams more time to focus on high-value work.
  • Cross-functional Execution: Bringing people, priorities, and resources together across departments to move initiatives from strategy into measurable results.
04. REVENUE & GROWTH.

Combining customer insight with commercial experience to protect recurring revenue and identify opportunities for sustainable growth.

  • Commercial Strategy: Experience across retention, expansion, account development, business development, and commercial negotiation.
  • Revenue Protection: Identifying customer, process, and account risks that contribute to churn or revenue leakage and developing practical solutions to address them.

05. TECHNOLOGY & AI.

Using technology, data, and AI to improve customer insight, decision-making, productivity, and scale.

  • Platforms & Analytics: Salesforce · Gainsight · Pendo · Domo · Microsoft 365 · Innergy
  • AI & Automation: Practical application of AI and automation to customer sentiment, workflow improvement, analysis, and productivity.
TOOLS & TECHNOLOGY

Salesforce  •  Gainsight  •  Pendo  •  Domo  •  Microsoft 365  •  Innergy  •  AI & Automation

Interests.

LIFE BEYOND WORK.

Family is at the center of life outside work. I also enjoy woodworking and DIY projects, cycling, hiking, pickleball, and racquetball—anything that gets me outdoors or gives me something to build, fix, or figure out. I enjoy traveling, discovering new places, and I’m always interested in learning something new.

FAMILY
Time Together

CYCLING
Road & Mountain

OUTDOORS
Hiking & Adventure

WOODWORKING
Making & DIY

LEARNING
Always Curious

TRAVEL
Places & Experiences

A LITTLE FUN.

Not everything needs to be serious. Here’s my brief attempt at becoming an unlikely secret agent.

It was great fun…but I think I’ll stick to business!

Recommendations.

LEADERSHIP THROUGH THE EYES OF OTHERS.

RECOGNITION.

CSM of the Year

Henry Schein One

Recognized for outstanding Customer Success performance, customer relationships, and contribution to business results.

President's Club Winner

Henry Schein One

Recognized for exceptional performance in two consecutive years.

Business Excellence in Innovation & Creativity

Yell Limited

Recognized for developing innovative sales and training solutions that were adopted more broadly across the organization.

WHAT PEOPLE SAY.

“He truly has a commitment to success, for both his accounts and the business. He is recognized as a leader in critical MBO’s and outcomes for the Customer Success Department. Without his contributions, we would be scrambling to hit targets!”

MANDI LUNT

“He is passionate about helping not only the customer, but also members on his team. He cares about his team members and displays that in his leadership in helping overcome obstacles and finding solutions.”

NORMAN GARCIA

“Some of his top qualities include confidence in his decision making skills, always striving for excellence, emotional intelligence and maturity, an exceptional work ethic, and willingness to be an inspiration and mentor to everyone.”

KAITLYN ORR

Contact.

LET’S BUILD SOMETHING.

I’m always interested in connecting with people and organizations tackling meaningful challenges. Whether you’re looking for a leader to strengthen customer relationships, develop teams, improve operations, or simply want to start a conversation, I’d be glad to hear from you.