Recent Engagements

Planhat had been rolled out in the middle of a CS restructure. Every configuration change ran through one admin, and renewals were being patched by hand. I ran a four-week audit: leadership interviews across CS, Onboarding, Services, and Managed Services, plus a survey of Named and Pooled CSMs.

Findings report + executive readout with a clear call: keep Planhat, rebuild a minimal foundation and a simpler, data-driven health score

A new CS platform with no health score and customer data spread across Salesforce, product analytics, support, and call tools. As BA/PM and hands-on builder, I designed the health model, scoped seven integrations, and ran CSM enablement.

6-factor automated health score configured and validated against live data • Kept separate from the CSM-owned renewal forecast

Churn was concentrated in the highest-value segment, and CSMs were logging “outcomes” that were really product features. We interviewed CSMs and leaders across three segments, mapped the current-state journey, and built a single CSM-and-manager assessment.

A business outcome framework comparable across accounts — the foundation for a predictive health model

Onboarding had no shared definition of success, so progress couldn’t be tracked or compared. We defined “First Value” for working-level users, built a 90-day onboarding tracker, and rebuilt the kickoff deck around customer goals.

Tracker reviewed in every weekly team meeting • Repeatable, customer-centered kickoff structure