I build the bridge between customer experience and the systems that deliver it.
I help technical B2B teams connect support, knowledge, community, self-service, and AI into one operating system so customers resolve more before escalation and internal teams operate from clearer signals.
The surfaces are replaceable. The routing, ownership, governance, and feedback loops are not. That is the layer I build.
Selected systems outcomes.
These outcomes came from treating support, knowledge, community, and AI as one operating system instead of separate surfaces.
226%
growth in problems resolved before reaching support by moving help upstream through predictive signals, inline guidance, and community-based routing
$192K
in annual operational efficiency gains, validated by Finance, through digital support improvements that reduced avoidable support demand
4.96% → 8.8%
growth in community-assisted resolution as a share of incoming support volume after rebuilding a transactional portal into a customer community
78%
growth in quarterly community logins after improving routing, content visibility, and customer-facing support paths
10%
ticket volume reduction and 25% fewer repeat questions after unifying Zendesk, Discord, and Discourse into an intent-based help architecture
The operating layer behind post-sales experience.
I work on the systems, routing, ownership, and feedback loops that determine whether customers get unstuck or escalate.
Self-service operating models
Across support, knowledge, community, docs, and AI workflows
Knowledge architecture and KCS governance
Making answers reusable, findable, and AI-ready
Support routing and escalation paths
Moving customers to the right surface before ticket creation
Customer communities
Acting as resolution systems, not just engagement spaces
AI-ready support infrastructure
Grounded in knowledge quality, feedback loops, and clear escalation paths
Cross-functional governance
Across Support, Customer Success, Community, Product, Content, and Business Systems
The tools behind the layer.
I work across the tools that shape post-sales experience: Salesforce Experience Cloud, Service Cloud, Data Cloud, Agentforce, Zendesk, Discourse, Discord, Gainsight, knowledge platforms, support automation, AI workflows, analytics, and APIs.
The tool is rarely the strategy. But the strategy fails when the tools, data, routing, and ownership model do not line up.
That is the layer I work on.
Every company ships two products.
The one customers buy, and the one they live with after they buy: the help center, docs, community, support experience, onboarding paths, release communication, and AI layered across all of it.
Most companies design the first product carefully. The second one accretes across teams.
That is where I work.
I design the operating layer behind post-sales experience: the routing, ownership models, knowledge architecture, self-service paths, customer signals, and governance that connect support, community, content, customer success, and systems teams.
The gap between CX strategy and the systems that deliver it is not a coordination problem. It is a structural one. Companies that solve it have someone whose job is the boundary.
Bring strategy and systems
under one roof.
A 5-day audit if you need to see where your post-sales experience breaks. A monthly partnership if you need someone to own the architecture behind it.
CX Architecture Audit
A systems-level walkthrough of your post-sales experience exactly as a customer encounters it, from support entry points to search, knowledge, community, AI, and escalation paths. No internal shortcuts. No benefit of the doubt. You get the recording, a written summary, and a prioritized fix list showing where routing, ownership, content, tooling, or governance has broken down.
I'm not just pointing out friction. I'm identifying where experience, tooling, and ownership have drifted apart.
Fully credited toward a Fractional engagement if we continue.
Start the CX Architecture Audit →Fractional CX Systems Architect
A 3-month minimum engagement where I own the roadmap, governance, and execution model for your post-sales systems across support, knowledge, community, self-service, and AI.
Built for companies that need this function before they're ready to hire it full-time.
Tell me where the experience breaks →3-month minimum. Rolling monthly after. 30-day cancellation. Limited to 2 concurrent partners at a time.
From community to CX systems.
NahamSec and I at a Bugcrowd live hacking event in Las Vegas
I came to customer experience through community.
In cybersecurity spaces, I spent years volunteering, moderating, and helping build places people actually wanted to be. That work taught me that customers rarely experience support, docs, community, onboarding, and product communication as separate things. They experience one path: can I get unstuck or not?
That became the center of my work.
Today, I build post-sales systems for technical B2B teams: self-service operating models, knowledge architecture, community routing, AI-ready support workflows, and the governance needed to keep those systems useful over time.
I find where customers lose context because experience design, tooling, and ownership are fragmented. Then I fix the systems underneath so the path forward is clearer for customers and more measurable for the teams supporting them.
I currently lead digital support systems for a B2B security company, owning the roadmap across self-service, community, knowledge, AI-enabled support, and Salesforce-based customer experiences.
Frequently asked questions
Is this support operations, customer experience, or business systems? +
Yes. The work sits at the boundary between CX strategy and the systems that deliver it. I work across support operations, knowledge architecture, community, self-service, AI, and business systems because customers experience those as one path, not separate departments.
Do you only advise, or do you also own execution? +
I own execution. The advisory work is useful because it identifies where the system breaks, but the larger value is building the roadmap, governance, workflows, routing, and measurement model needed to fix it.
Is the audit useful if we don't continue? +
Yes. That's why it's a flat $1,500 and only credits forward if you choose to continue. The deliverable stands on its own.
How is this different from a UX audit? +
A UX audit usually focuses on interface and usability. My work looks at the full post-sales system: support flows, knowledge architecture, community, routing, self-service, AI surfaces, and the operational seams between them. The issue is often not one screen. It's that the experience strategy and the systems behind it are owned separately, so the customer journey breaks across the boundary.
Can I just hire you full-time? +
Possibly. The fractional model exists for companies that need this function before they're ready to scope or hire it as a full-time role.
Ready to fix the layer behind the customer experience?
Send me where the post-sales experience breaks.
I'll review async and reply within two business days.