I design the post-sales
operating system.
I help B2B SaaS companies unify knowledge, community, self-service, search, and AI — and the internal systems behind them — so help finds the user earlier, answers are easier to trust, and customers keep moving.
For teams dealing with fragmented help centers, docs, community, AI chat, support handoffs, and unclear ownership between Support, Engineering, and Product.
Two ways to
work together.
Start with a sharp diagnostic or bring me in as the embedded owner of the layer between docs, community, self-service, AI, and support. The goal is the same: a customer experience people can trust, powered by internal systems your team can actually operate.
CX Architecture Audit
I walk your customer experience the way a real customer does: without internal context, shortcuts, or assumptions.
Then I show you where trust breaks, where context dies, and where internal friction is leaking into customer experience.
You get a live recorded walkthrough, a written architectural summary, and a prioritized fix list you can act on immediately.
- →Live recorded walkthrough — Stress-testing the journey across your help center, docs, search, community, and AI answers.
- →Findability and answer-quality spot check — Testing whether customers can find the right answer and trust it in the moment of need.
- →Shadow CX and flow-gap mapping — Identifying contradictions across siloed touchpoints and exactly where customer momentum breaks.
- →Deliverables — A recorded walkthrough, written architectural summary, and prioritized fix list.
No ongoing commitment. Audit fee fully credited if you continue into a fractional partnership.
Fractional Experience Architect
I act as the principal architect for your digital CX: the person who owns the space between knowledge, community, self-service, AI, support, and the internal systems behind them.
I bring structure, roadmap ownership, and execution to customer-facing systems — and the internal operating model behind them — that usually fall between teams.
- →Experience roadmap ownership — Mapping fragmented customer touchpoints and building the orchestration layer that connects them.
- →EX = CX alignment — Designing the internal operating model behind the external experience: ownership boundaries, escalation paths, and feedback loops across Support, Engineering, Product, Marketing, and Community.
- →Consolidation and cleanup — Assessing your knowledge, docs, chat, and community surfaces to determine what to sunset, merge, or integrate into one coherent path.
- →Knowledge architecture — KCS implementation, structured content, and governance that keeps answers useful over time.
- →Community system design — Positioning community as a practical guidance layer, not a side room.
- →Self-service, AI, and automation — Designing the delivery layer across search, chatbots, workflows, and portals so customers can move forward without losing momentum.
- →Supportability and operability — Improving tooling, diagnostics, workflows, and response patterns so teams can resolve more issues without unnecessary handoffs or escalations.
- →Intelligence layer — Analytics, feedback loops, escalation patterns, and gap mapping that show exactly what to improve next.
- →High-leverage, async-first delivery — Dedicated Slack access for quick unblocks, plus deep monthly strategy reviews and written roadmaps.
3-month minimum. Rolling monthly after. 30-day cancellation.
Limited to 2 concurrent partners.
You don’t have a support problem.
You have experience debt.
Most companies did not design their post-sales experience as a system.
It accreted over time: a help center here, a chatbot there, a docs hub on another domain, a community off to the side, a support queue catching whatever falls through, and a growing pile of "temporary" workarounds.
That becomes experience debt: fragmented decisions quietly compounding into friction, mistrust, and customers doing work the experience should have done for them.
Context doesn’t survive the journey.
Customers arrive with a job to do and a specific moment they are in: onboarding, troubleshooting, evaluating, replacing an admin, or recovering after something broke.
But most systems do not carry that context forward.
- The help center does not know what they already tried.
- The chatbot does not understand where they are in the journey.
- The community has the practical answer, but it lives off to the side.
- Support gets the case after self-service already failed.
So customers do the stitching themselves.
- They re-explain.
- They re-search.
- They re-evaluate what to trust.
- They restart at every handoff.
That is not a content problem or a ticket problem. It is an architecture problem.
- → Search returns something, but not the thing the customer actually needs
- → The AI answer sounds plausible but weakens trust the moment it matters
- → The community contains the real answer, but it isn’t part of the official path
- → The docs are technically accurate but unusable in the moment of need
- → Customers hit a second login, second search, second navigation, second source of truth
- → Support exists partly to catch what self-service should have resolved upstream
- → Different teams own different touchpoints, but nobody owns the journey between them
- → Customers carry context through your system by hand just to get unstuck
Customers are doing work the experience should have done for them
When customers have to figure out where to go, which source to trust, what applies to their situation, or what step comes next, the system has already failed upstream.
That isn’t support operations. That’s broken experience infrastructure.
Context dies at the handoff
Most companies lose context between docs, search, community, AI, product, and support. Each touchpoint works locally. None of them work as a system.
Every transition costs the customer effort, confidence, and momentum.
AI is amplifying whatever truth problem already exists
If the knowledge underneath it is stale, contradictory, or disconnected from real customer workflows, AI just delivers bad guidance faster and with more confidence.
That’s not innovation. That’s scale applied to confusion.
Internal friction becomes customer friction
Support lacks the right diagnostics. Engineering gets noisy escalation signals. Docs and community drift away from the real customer path. Product sees the symptom, not the full context. Nobody owns the handoffs between them.
That gap is where experience debt accumulates. That gap is where Shadow CX takes hold.
Teams building customer touchpoints without shared context, coordination, or system-level ownership.
Before AI, that created slow friction. Now it creates fast friction.
Any team can ship a new customer touchpoint in a week. Very few companies have designed how those touchpoints work together, how context moves between them, or how trust is maintained across the journey.
Most companies try to add delight before they have repaired continuity.
But customers do not need more personality layered on top of fragmentation.
They need an experience that knows enough, connects enough, and holds together well enough to help them keep moving.
That is the job of CX architecture: preserving context from first question to final resolution.
Customer experience is downstream of
employee experience.
If Support, Engineering, Product, Docs, and Community do not share context, ownership, tooling, and feedback loops, customers feel it as slow answers, repeated explanations, preventable escalations, and lower trust.
That is why I do not just look at the help center, docs, search, community, or AI surface itself. I look at the internal operating model behind it: who sees what, who owns what, how issues move, where context dies, and whether customer friction actually turns into product improvement.
The external experience is only as good as the internal systems behind it.
The system
I build.
Most companies do not have a CX problem because they lack tools. They have a CX problem because the customer-facing surfaces and the internal workflows behind them do not behave like a system.
A good answer should not die in one place.
The best answers should improve your docs, search, chatbot, community, and the next customer's path through the experience all at once. That is how help starts finding the user earlier.
Read more →They have the pieces. They don't have the loops.
Community gets treated like a side room instead of part of the product experience. Marketing owns the story. Docs own the details. Support owns the queue. Community gets expected to drive engagement but not trusted to shape the customer journey.
Read more →Which loops are broken and where the leak is biggest.
The audit shows which parts of the experience feel disconnected, where customers lose confidence or momentum, and which fix will create the clearest downstream improvement first.
Read more →Selected outcomes
226%
growth in self-service deflection in 8 months
$192K
in annual efficiency savings
4.96% → 8.8%
community-assisted deflection growth
78%
growth in quarterly community logins
35+
feature adoptions within weeks through customer-centric release content
I audit companies
publicly.
These reviews show how digital CX breaks in the real world: fragmented search, disconnected systems, weak guidance, and AI layered on top of knowledge gaps. No theory. Just the moments where customers lose trust, momentum, or both.
1Password
Everything is siloed. Help center search returns only support articles, not community answers, not academy content, not docs. Separate logins. Separate domains. Every fork is a customer lost before they get the answer.
Spotify
Community and help center are fragmented surfaces with different UX, different logins, and different search behavior. The ideas board exists, but the customer path is still broken.
Not a support leader.
An experience architect.
Customers do not come to your product looking for support. They come to get something done.
I design and build the invisible systems that help them do that with less friction.
Customer experience is downstream of employee experience. If the internal systems are fragmented, customers inherit the friction. That is why I design both the customer-facing path and the internal operating model behind it.
My background spans engineering, security, and customer experience, and I work best in messy, high-potential systems that need structure, ownership, and someone willing to bridge strategy and production.
That includes the layer most companies ignore: community as practical guidance, not just engagement. Knowledge that does not go stale. Self-service that actually answers the question. AI that gives the right answer instead of a confident wrong one.
I am not here to hand you a roadmap and disappear.
I am here to untangle the problem, align the teams, and help build the thing.
Common questions
Is the CX Architecture Audit actually useful if we don't continue? +
Yes. The audit is designed to stand on its own. You get a recorded walkthrough, a written summary, and a prioritized fix list you can act on internally. If you continue into a fractional engagement, I credit the audit fee toward that work.
Do you only work with cybersecurity and B2B SaaS? +
I work best with B2B SaaS companies, especially teams with complex products, fragmented customer journeys, and multiple self-service surfaces. Cybersecurity is a strong fit because of my background, but it is not a requirement.
Can the audit roll into a fractional partnership? +
Yes. That is often the best path. The audit creates a shared view of where the system is breaking, what to prioritize, and whether I am the right person to help build the fix.
How does the fractional partnership actually work? +
I work as an embedded strategic and execution partner. That usually includes roadmap ownership, architecture recommendations, async collaboration, written deliverables, monthly strategy reviews, and hands-on work where needed across knowledge, community, self-service, and AI surfaces.
Are you a full-time consultant? +
No. I keep this intentionally limited so I can do deep work. I work with a small number of companies at a time in focused engagements.
What specific platforms or tools do you work with? +
I have worked across Salesforce, Experience Cloud, Data Cloud, Agentforce, Zendesk, Intercom, Discourse, Gainsight, WordPress, analytics platforms, APIs, and workflow automation tooling. The platform matters less than the architecture, governance, and experience design behind it.
Ready to start
Ready to make help easier to find
and easier to trust?
I work with teams that are ready to make the customer experience clearer, more connected, and easier to move through. If that is you, send me the problem and I will review it asynchronously.