Customer Success · Client Operations · B2B SaaS
I build customer success systems for early-stage B2B SaaS.
Onboarding, training, retention, and the feedback loops that connect customers to product. Built from scratch, proven at scale.
Customer Success · Client Operations · B2B SaaS
Onboarding, training, retention, and the feedback loops that connect customers to product. Built from scratch, proven at scale.
What I Do
Structured rollouts, deployment-stage definitions (at risk / in deployment / sustained), and training built around how your customers actually work, not around your feature list.
I've built LMS platforms, multimedia curricula, and self-service knowledge bases from zero. At GrowFlow, the training system I designed cut onboarding costs 30% and became the thing clients called the easiest part of running their business.
NPS, CSAT, adoption analytics, and structured customer check-ins that catch churn risk months before it shows up in a renewal conversation, then route what customers are saying back to product, where it changes what gets built.
Testimonials
Video testimonial from Gar Lee, Chief Experience Officer
Will would be a major asset to any customer education or training role needing to simplify sophisticated products. His strategic mindset, hands-on experience, and creative aptitude equip him perfectly to build exceptional, leading experiences that drive user proficiency. Will gets my highest recommendation.Gar LeeChief Experience Officer
Will was the most supportive, encouraging, and thoughtful manager I have had in my professional career. His dedication to customers, ability to solve complex problems, and clearly articulate complex information to all stakeholders is beyond compare. Any team would be lucky to have him as a contributor and leader.Wilson BrownCustomer Success Manager
I recommend Will based on his work at GrowFlow. He's outcome-oriented and great at his job. Get to know him if you're hiring for something in his wheelhouse.Eric JohannsenCTO, Author
Will is one of the smartest people I've ever worked with. He did a great job for us. We were sorry to see him leave but we're happy he's on to bigger and better things.Bob BishopOwner, Bishop Orchard
About
I started my career in one of the most heavily regulated, fastest-changing industries in the country. The rules were being written in real time, and every operator was scrambling to stay compliant with requirements that changed quarterly. I served as a Legislative Commissioner for the State of Oregon, helping shape the regulatory framework for a brand-new market, and trained 300+ business owners on compliance as vice president of a statewide trade association. That's where I learned the skill I've built my career on: taking complex, intimidating systems and making them make sense to the people who have to live with them.
At GrowFlow, a B2B SaaS platform serving that same market, I turned that skill into a function. I joined as one of the first ten employees, ran Customer Success and Training in our two largest markets, then pitched and built the company's Knowledge Department from scratch. The LMS and training systems I designed cut onboarding costs 30% for 2,000+ clients, reduced support tickets by half, cut training costs 80%, and drove a 90% reduction in adoption-related churn, protecting $700K in ARR. I did it by building around real business workflows instead of software features, because nobody adopts a product out of obligation. They adopt it the moment it makes one thing in their day easier.
Most recently I've run end-to-end operations for a $2.5M property investment portfolio, covering acquisitions, renovations, vendor management, and client onboarding, delivering 68% ROI while holding a 98% customer happiness score. Different industry, same job: build the system, earn the trust, deliver the result.
I'm at my best in companies between 1 and 100 employees, where the foundations are still being poured and every day is a different problem. I've lived and worked in 19 countries, and the through-line is the same everywhere: understand how someone's day actually works, and they'll tell you what they need.