Immediate team scaled while supporting Spotify Advertising.
Customer Success · Commercial Operations · Founder-Side Execution
I turn messy customer problems into clear decisions, better systems, and commercial momentum.
I’ve led customer and account operations across global markets, built operating systems from scratch, and turned complex customer context into practical actions teams can actually use.
Team quality improved after introducing clearer operating standards.
Weekly case baseline per person increased without sacrificing quality.
Active advertisers across the broader portfolio I worked across.
Selected work
Six ways I think, build and operate.
Live products, strategic case studies, a commercial proposal and a rapid decision-system build. Each project shows a different part of the same operating instinct: find the real problem, make it legible, then build a practical way forward.
01
Live product prototype
Narelle
Preparation OS for Customer Success
Built around one belief: having customer information is not the same as being prepared.
02
Working V1 · Founder QA
Make It Add Up
Life planning through financial reality
A local-first planning product that works backward from the life someone wants into the numbers and actions required.
03
Rapid build
Bolter
Campaign intervention decision system
A fast proof-of-work build translating Spotify-style campaign judgment into explicit checks, human gates and deterministic routing.
04
Strategic customer success case
Braze × Gojek
At-risk account rescue through lifecycle personalization
An executive-business-review style recovery plan that starts with customer behavior and business yield, not a feature dump.
05
Anonymized CRM case
European recruiting company
CRM operating model & at-risk search recovery
A 12-month CRM operating model plus a working HubSpot proof of concept designed to prevent delivery and relationship leakage.
06
Confidential proposal
Confidential premium retail brand
CRM & retention transformation strategy
A founder-facing operating proposal focused on reliable measurement, clearer ownership and selective scaling rather than more activity.
Operating experience
Built in the work, not just on slides.
I’m most useful where customer judgment, commercial ownership and operating discipline need to coexist.
Spotify Advertising · via Teleperformance
2023–2025
Global Lead, Account Coordination & Customer Success
Supported customer and account operations across NA, EMEA, LATAM and ANZ, moving from frontline account work into global leadership. The role sat between client needs, campaign performance, internal execution and commercial opportunity.
Customer
Account health, escalations, reporting, proactive outreach, RFP support and client-facing recommendations.
Commercial
Retention, growth signals, dormant-account recovery and expansion opportunities alongside Client Partners.
Operating system
QA standards, reporting logic, playbooks, prioritization and scalable workflows for a growing global team.
How I work
Diagnose the real problem.
Make the logic visible.
Build only what earns the right to scale.
My background crosses customer success, account management, operations, consulting and founder-side work. The common thread is turning incomplete information into a clear operating choice, then staying close enough to execution to see whether it actually works.
01 · Start with context
02 · Separate signal from noise
03 · Keep human judgment where it matters
04 · Measure before scaling
Contact
Need someone who can own the customer problem and improve the system around it?
Selected work includes live prototypes, strategic case studies and pre-engagement proposals. No confidential employer or customer data is published.