For more than 15 years, I built my career at companies like Amazon, ZipRecruiter, and Netflix, working at the intersection of sales and customer success. I helped teams implement the systems that power growth, including CRM and ATS platforms that support how companies sell, hire, and serve customers. On paper, everything looked strong: the tools were modern, the teams were talented, and the technology promised scale. But over time,I started to notice a growing gap between the tools organizations were buying and the outcomes those tools were actually delivering.

I have been experimenting with AI and automation tools since 2014, looking for smarter ways to help teams work and scale. But when I joined a large public company that created the AI tools other companies use, I noticed something troubling. AI tools were piling up across Customer Success teams, and instead of empowering CSMs, they were overwhelming them and pulling their focus away from strategic customer work. That’s when it became clear to me that the problem wasn’t the AI—it was the lack of a clear, thoughtful way to implement it.

At that moment, the issue felt as clear as the solution. AI didn’t need to be treated like a magic tool—it needed to be implemented the same way we roll out any critical system inside a business. For years, I have helped organizations introduce new platforms, such as CRM and SaaS systems, with structure, clarity, and team alignment. I realized the same approach could transform how Customer Success teams adopt AI and actually use it to drive strategic growth.

That’s why I created the CS AI Accelerator—helping SaaS Customer Success teams move from scattered AI experiments to thoughtful implementation that drives strategic account growth. Instead of piling on more tools, the accelerator focuses on creating clarity on how AI is used today, designing custom AI frameworks that fit real workflows, and enabling teams to collaborate with AI in meaningful ways. With this structured approach, organizations are discovering up to 15× productivity across their teams. More importantly, Customer Success teams are engaging with technology in ways that support their strategic accounts and unlock new possibilities for growth.