Services

As an embedded part-time team member, I assist founders in ensuring valuable engineering time is spent on the right projects that will lead to revenue growth. I help translate the founder’s vision into a plan that engineering can execute on. Then, I put the appropriate amount of process in place to standardize your roadmapping, user research, and storytelling for your Ideal Customer Profile (ICP). I can act as the 1st PM myself or coach your 1st full-time PM hire.

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I have advised over 300 startups on product best practices, shipped hundreds of features, and led even more user research calls. I have created lightweight product roadmaps, built user research habits, and solidified market positioning for my clients.

Projects include:

- User Research Best Practices

- Connecting Product to Marketing

- Product Roadmap Tradeoffs

- Scalable Engineering Process

- Ideal Customer Profile Definition

- Technical Documentation

- Writing Specs and One-Pagers

As an embedded part-time team member, I help B2B founders who are ready to standardize their customer interactions. I act as the first Customer Success Manager (CSM) myself, or coach your 1st full-time CSM hire. Then, I put the appropriate amount of process in place to standardize your customer onboarding, renewals, and CSM hiring.

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I was the first Customer Support hire at Amplitude where I implemented support ticketing software, defined escalation processes/SLAs, and maintained all technical documentation. I also scaled the Customer Success organization from 5 to 50 CSMs which included process for onboarding, business reviews, renewals, and upsells. As a CSM, I managed over 100 accounts at a time totaling $2M ARR with a 124% net retention rate. Since then, I have advised a number of pre-Series A startups with 0-1 CSMs on setting up a strong CS foundation through onboarding and renewal strategy.

Projects include:

- Customer Onboarding

- Renewals/Upsells Process & Metrics

- Business Review Structure

- Customer Feedback Flywheel

- Help Center Documentation

I assess one product, whether it’s a live product or designs, share user experience feedback, as well as the pros/cons of the different directions the product could go. This includes:

In-Depth Audit: from onboarding to full utilization. Step-by-step feedback with concrete, actionable advice on how to improve your product and documentation

45min Workshop Call: Discuss recommendations and work together to create a plan

Post-Workshop: I'm available via email for 1 month to answer questions on the plan

I meet with founders or team members on a regular basis to share advice on current top-of-mind problems.

This is a great option for founders who want to brainstorm on CS or Product Strategy or for junior IC’s who would benefit from career development coaching. This includes:

Meeting Cadence: Weekly or Bi-Weekly calls (~2hrs/month)

Communication: Slack and Email support

Intros: To folks in my network (VCs, fellow founders, industry experts)