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.

—

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.

—

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 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

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:

30min Intro Call: share context for the product and target audience

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