Kickoff
Every kickoff depends on you
You’re still the one making sure the team knows what was promised, who owns the work, and what needs to happen first.
Where client operations break down
Delivery
Clients spot
issues first
A milestone slips or results fall short. The client asks for an update before your team flags the issue, leaving less time to adjust.
Escalation
Decisions come back to you
When something goes off track, the team waits for you to decide who owns the fix and what to tell the client.
Follow-through
The work wraps. Then silence.
The team shares the results, but no one uses them to recommend what the client should do next.
Account growth
No one owns expansion
Clients could benefit from a broader scope or another service, but the opportunity goes unraised. Renewal conversations start too close to the deadline.
Reporting
You’re the account dashboard
To see which clients are growing, which are at risk, and what’s coming up for renewal, you have to piece it together yourself.
I help founders clarify who owns the work, improve how it gets delivered, and build a repeatable approach to retention and growth.
Client operations, end to end
I help founders structure, build, and lead client operations from pre-sale alignment through delivery, retention, and growth. Bring me in for a focused project, ongoing advisory, or fractional leadership.
01
Align
Set clear expectations for what the client is buying, what the team will deliver, and how success will be measured.
- Discovery, brief intake, and pitch support
- Proposal, scope, and pricing frameworks
- Pilot design and success criteria
- Sales-to-delivery handoffs
02
Launch
Give every account a clear owner, a launch plan, and milestones the team can manage.
- Team roles and account ownership
- Kickoff, onboarding, and implementation plans
- Campaign launch readiness and quality checks
- Creative production workflows and approvals
03
Deliver
Keep campaigns and projects on track, help clients see progress, and address risks early.
- Live campaign pacing, project milestones, and product adoption
- Client updates and performance recommendations
- Account health reviews, team coaching, and escalation management
- Campaign wrap reports and executive business reviews
04
Grow
Use what’s working to retain clients and identify where the relationship can grow.
- Renewal planning and at-risk account recovery
- Next-campaign, next-brief, and expanded-scope recommendations
- Cross-sell and upsell planning
- Retention and expansion reporting
Supporting capability
AI-enabled client operations
I build AI and automation into workflows where they help account leaders act sooner. A weekly digest can flag a campaign pacing behind goal or an implementation milestone that’s slipped, giving the account owner time to investigate and update the client. Your team owns the decisions and approves client communications.
Ways to work together
Choose the support you need, from a focused review to an embedded client executive. Engagements start at $4,500.
Lead
Fractional client leadership
You need someone to lead Client Services.
I join your leadership team to build or lead the function. I coach account owners, run account reviews, handle key escalations, and lead renewal and expansion planning.
Initial three-month engagement
Review
Client operations review
You need to know what to fix first.
I review recent accounts from kickoff through live delivery and follow-up. You get a prioritized plan to clarify ownership, address account risks, and capture missed growth opportunities.
Starting at $4,500
Build
Client operations build
You know what needs to change and want it built.
I design, implement, and pilot a priority workflow, such as the sales handoff, live campaign reviews, or turning campaign results into the next brief. I build the playbook and templates and train your team to use them.
Quoted by scope
Advise
Client leadership advisory
You have someone running Client Services and want an experienced sounding board.
I coach you or your client lead, review priority accounts with you, and help you decide where to act. Your team owns execution.
Monthly engagement · Quoted by scope
About me
20 years leading the full customer journey
I’ve spent my career building and leading global teams on both sides of the sale in AdTech and digital media. Before the deal, I shaped the positioning and messaging, then partnered with Sales to turn that story into a pitch, scope the work, and define success. After the deal, I led teams that owned client relationships from onboarding and live campaign delivery through renewal and expansion. Leading Customer Success, Creative Operations, Sales Enablement, Insights & Measurement, and Marketing taught me how to connect what we promised in the pitch with what we delivered, how we measured it, and what we recommended next.
The constant in every role was building. My experience spans private equity-backed operations, public-company growth, acquisitions, and post-merger integration. Along the way, I wrote playbooks in the early days of programmatic, helped build the framework for a retail and commerce media services division, and spearheaded the launch of a CTV platform. Most recently, as the business shifted from managed services to a platform model, I led the launch that brought the offerings of five businesses together under one brand and platform, helping teams and clients navigate the change.
Today, I help founders build their first client team or strengthen the one they have through focused consulting or fractional leadership.