I've led Customer Success across global SaaS companies for 15+ years — owning $30M+ ARR portfolios and consistently delivering 105–120%+ NRR. Not by accident, but by treating CS as a revenue discipline from day one. I built the Value360 framework — a structured approach to connecting customer outcomes directly to expansion and retention revenue. It's been used across enterprise accounts at Innovapptive, Whatfix, and E2open to retain at-risk accounts and unlock upsell opportunities that weren't on anyone's radar. Most CS teams I've seen are busy — doing QBRs, sending health scores, tracking tickets. But busy isn't the same as impactful. The gap between a CS team that survives budget cuts and one that gets headcount approved is how clearly they can show up in the P&L. I work with CS professionals ready to make the leap to leadership, and with SaaS founders who want to build CS the right way from the start — not retrofit it after churn becomes a problem.