He started his career as a chemical engineer, then spent a decade in medical device development at a Fortune 500 company, both worlds where nothing moves forward until the outcome is known, because getting it wrong isn't an option. When he moved into software, he found the opposite: post-sale and customer success were often improvised, reactive, left to chance. He spent the next two decades in senior post-sale leadership, owning revenue retention across five high-growth companies, including one that led to a 10X exit, learning how to predict outcomes with that same rigor. That's what led him to found RetentionCX, where he now works with founders and CEOs at companies from pre-seed to $500 million-plus, helping them turn customer retention into predictable, profitable growth.
Speaking: The Customer Growth Engine
Federal and macroeconomic change causes ripples every year, and impact is hard to predict. What's not hard to predict: businesses that treat customer retention as a growth lever, not a cleanup function, come out ahead. This talk makes the case with real numbers, and gives audiences a way to measure where they stand.
What audiences learn
- Why customers are a growth engine that drives valuation and profitability, not just satisfaction scores
- The 4 symptoms of a problematic customer experience, and how to measure your own
- A framework to get customers to stay longer, buy more, and refer more
- Assessments they can run immediately to raise customer awareness on their own team
Ideal audiences
CEOs, founders, owners, and CX leaders at software or services companies, pre-seed through $500 million-plus, any industry with deep customer relationships.