Jun 2024 – Present · 1 yr 9 mos · United States · Remote

• As Founder of LTV:Max, I help companies maximize Customer Lifetime Value (LTV) by transforming how they grow, retain, and expand customer relationships.
• Most companies treat retention as the goal—but true revenue growth comes from customers who stay longer, buy more, and advocate. I built LTV:Max to operationalize scalable revenue growth through a structured, repeatable approach to value delivery.
• What I Do
• 🚀 Decouple Revenue from Sales – I help companies remove friction in expansion, so customers can buy more without Sales being a bottleneck.
• 📈 Design Expansion from Day One – Growth doesn’t start at renewal; it starts at acquisition. I help teams structure a customer journey that drives continuous expansion.
• 🎯 Implement Behavioral Engineering – Customers don’t buy because they can; they buy because they recognize value. I apply psychological principles to move customers toward success faster.
• 📊 Align Teams Around Value – I eliminate silos between Sales, Post-Sale, and Product, ensuring teams work together to maximize Net Revenue Retention (NRR).
• Who I Work With
• I partner with Revenue, Growth, and Customer Leaders in SaaS—from early-stage startups to established enterprises—helping them transition from reactive churn-fighting to proactive revenue orchestration.
• Why LTV:Max?
• Because growth should be predictable, scalable, and repeatable. If you’re ready to stop leaving expansion revenue on the table and start operationalizing LTV, let’s talk. 🚀

Jan 2021 – Present · 5 yrs 2 mos · Remote

• Hands-on training programs for Customer Success Managers that accelerate your company's customer-centric strategy. Led by industry experts Lincoln Murphy, Thought Leader & Growth Expert, and Johan Nilsson, CEO & Founder of Startdeliver the programs boost competence, confidence, and careers, driving growth for your organization.

Apr 2014 – Mar 2016 · 1 yr 11 mos · San Francisco Bay Area

• I joined a high-growth startup creating a new software product category. After 2 years it was a big company so I left.

Dec 2008 – Present · 17 yrs 3 mos · Dallas/Fort Worth Area

• I invented Customer Success as a way to ensure customers are set up for maximum expansion (revenue growth) over an extended lifetime (due to improved retention / decreased churn).

Feb 2008 – Oct 2008 · 8 mos · Austin, TX

• I joined a really interesting startup to "build something bigger than myself" and then we ran out of money.

May 2005 – Feb 2007 · 1 yr 9 mos · Dallas, TX

• I founded a startup, learned a lot of lessons, and exited without owing too many people too much money. Success!?

Oct 2003 – Jan 2005 · 1 yr 3 mos · San Francisco Bay Area

• The guy that hired me said "get as deep into our supplier and customers' businesses as you can. Go." It was awesome until it wasn't. So I quit.

Apr 2003 – Jan 2009 · 5 yrs 9 mos · Dallas, Texas

• I helped SaaS companies grow.

Jan 1995 – Apr 2003 · 8 yrs 3 mos

• I did all sorts of stuff