Customers stay when the system works.
I've spent 20+ years in customer success and sales. I've led a 20-person CS team, closed millions in high-ticket deals, and now I build AI-run customer systems. I'll build your CS team, then hire the person who replaces me.
Based in Antioquia, Colombia · Working with U.S. companies
Who I am, in 90 seconds.
No script. No fluff. What I've built, what I've broken, and what I'm working on right now.
I've sat in every seat.
Closer. Sales manager. CSM. Head of Customer Success. That's why I know churn usually isn't a CS problem.
It's an offer problem, an onboarding problem, or a comp plan that pays people to sell and never to keep. Fix the system and the team stops putting out fires.
Founder, Direction of Hope
A web design and marketing agency for small residential assisted living homes. AI handles most of the delivery.
Account Manager Lead, The AI Program
I lead the Account Managers who onboard every new client.
- Built the 14-day onboarding flow from sale to launch
- Wrote the SOPs, call scripts and 3-day new-hire training
- Handle cancellation and dispute escalations myself
Head of Customer Success, Stone Systems
Contractor marketing SaaS with about 1,500 clients. Started as a closer and moved up in three months.
- Led 20 CSMs and a manager layer; carried 20 accounts myself
- MRR grew from $180K to $550K in my 12 months as Head of CS
- About 200 new accounts onboarded every month
- $50K–$75K a month in upsell revenue
- Promoted one of my CSMs into a manager role. Proudest thing I did there.
High-Ticket Closer
Two coaching and investing offers, $7,500 to $15,000 per sale.
- Closed 20–30% of calls
- $5M+ in cash collected across both offers
Brokerage Manager, DigitalBGA
Brokerage management and client success in a 150-person org with more than $9M in annual premium.
Client Success Executive, The Securus Group
18 years in employee benefits. 99% client retention and a 63-person org. B.S. Insurance, Penn State. CEBS, Wharton.
What I'm building now.
Two projects, both in public. Follow along and steal what works.
An onboarding machine for a done-for-you e-commerce company
Every client gets a store built and launched in 14 days. My team runs the calls; the system runs everything else. I'm building the playbooks, the training and the reporting so it scales without me in every call.
Websites and AI phone agents that fill beds in assisted living homes
In a 10-bed home, one empty bed can be the whole profit. We build the home's website free, answer every call with AI 24/7, and push them up Google Maps. If they don't like the site, they don't pay a thing.
Visit Direction of Hope →Recent updates
- Oct 2026Launched free website previews for assisted living homes nationwide, delivered within 24 hours.
- Oct 2026Trained an AI voice agent on my own cloned voice to answer the Direction of Hope line.
- Oct 2026Building the employee handbook, SOPs and Google Classroom training for three roles at The AI Program.
- Sept 2026Started Direction of Hope.
I'll build your CS team. Then I'll replace myself.
A paid engagement for founders who are still the CS department, or who have a team that's busy and still losing customers.
Diagnose
Where customers leave and why. Most churn hides in the first 30 days, in the offer or in the handoff from sales.
Build
Onboarding, playbooks, health scores, CRM setup and a comp plan that pays for retention, not just the upsell.
Hire and train
I recruit, train and shadow your CSMs until they run the playbook without me.
Hand off
I hire and train your CS leader, then step out. You keep the system and the team.
Good fit
- SaaS, agency or service business with recurring revenue
- Founder still answering customer emails
- Customers leaving and nobody can say exactly why
- Ready to hire, but not sure who or how
Not a fit
- Looking for a cheap freelancer to answer tickets
- Want a slide deck, not a working team
- Product doesn't do what sales says it does, and you won't fix it
You don't need a Head of CS on day one. You need the system first, then the right person to run it. That's the job.
The other work.
My journey to understand the human experience. It's why I care more about people than metrics, and why the metrics follow.
Sedona, Arizona
Time at The Sanctuary at Sedona, among the red rocks.
The Four Winds Society
Studying with Alberto Villoldo in Chile.
Vipassana
A silent meditation retreat in Joshua Tree, California.
In ceremony
Sitting in ceremony with indigenous friends in several countries, as a guest and a student.
Why it matters.
Customer success is human work. People don't churn from software. They churn when they feel unheard, oversold or alone.
Learning to sit still, listen and stay present made me a better leader than any certification did.
Why Colombia.
I've lived on the coast, in the capital and in the mountains.
The best of Colombia isn't in the tourist districts. It's on the outskirts of town, in the countryside, among the everyday people of an amazing nation. That's where I live and work now.
Follow the build.
I post what's working, what isn't, and what I'm testing next with AI, customer success and sales.
Worked with me?
I'm collecting short video stories from people I've led, trained or served. Sixty seconds on your phone is plenty.
Send me your videoLet's talk.
Building a CS team, fixing churn, or just want to compare notes on AI. Email or text is fastest.