Projects
Customer success teardowns & case studies.
I pull apart real onboarding flows, adoption journeys, health models and renewal motions — then show what I'd rebuild and why. New pieces land here regularly.
Library
Latest work
Teardown
Churn Management
A teardown of traditional churn management and a rebuild around customer resilience — moving from save plans to continuous value, relationship depth and leading indicators.
RetentionHealth ScoringValue RealizationRisk Management
Read it What to expect
The teardown format
The current flow
Mapped step by step, exactly as a customer experiences it.
Where value leaks
Friction, silence and missed signals, called out plainly.
The rebuild
A concrete redesign with the metrics that would prove it worked.