Case studies · 2026
Three deep dives into the work.
Each case study walks the engagement end to end. Problem framing, approach, outcomes, and the lesson another CSM or builder could lift and apply. Customer-identifying details are anonymized; the outcomes are real outcomes of real engagements.
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01 Case study · Save play
How I turned a frustrated ANZ enterprise customer into an expansion advocate.
An ANZ enterprise customer in healthcare-adjacent technology. 12 months in, no consistent CSM in the seat, head of IT security 45 minutes into a frustration rant, renewal on the horizon. This is how I rebuilt the engagement and what it ended up being worth.
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02 Case study · AI build
How I compressed a four-hour QBR into 90 seconds. By building it myself.
Carrying enterprise coverage for 50+ accounts, each contracted for 2-3 QBRs per quarter, each 4 hours of prep. The math didn't work. So I built a QBR automation, from inside the CSM seat, that generates a first-draft in about 90 seconds. The CSM-as-engineer thesis, applied.
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03 Case study · NRR expansion
How I grew an account from a one-year renewal into a three-year, expanded-cap contract.
An ANZ enterprise customer in the same book as the save play. Healthy on paper, capped in practice, renewal coming up. This is how I rebuilt the joint roadmap with the customer, brought new products into the conversation, and turned a flat renewal into ~$100K of expansion in six months.
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04 Case study · Churn reactivation
How I defeated a seasonal-churn culture and reactivated 44% of churned customers.
Pre-Cloudflare, at aboutGOLF. I joined as Director of Customer Success and Support with four CSMs covering 1,200 subscription customers and a culture that had accepted seasonal residential churn as the weather. This is how I rebuilt the operating model, ran the reactivation plays, and stabilized the book at 98% renewal.