Enterprise Client Success · Post-Sales Strategy
I make complicated
customer problems
easier to solve.
A career spent on the other side of “that should be simple.”
How I work
The interesting problems rarely belong to one department.
My career has lived in the spaces between them. I’ve implemented the software, trained the people using it, translated business needs into technical solutions, managed the relationship and owned the conversation when something went sideways.
I don’t need to be the deepest expert in every room. I need to understand the problem well enough to bring the right people into it, preserve context and keep the work moving.
- Understand the business.
- Make the problem legible.
- Bring in the right expertise.
- Own context and follow-through.
- Fix the pattern, not just the incident.
Selected work / anonymized case studies
Some problems are
worth unpacking.
Launching before the playbook existed.
How do you launch an enterprise customer onto a developing platform—and make the next launch better?
Read the case CASE 02When the customer problem wasn’t actually a CS problem.
What happens when every team owns one part of the experience, but no one owns how the customer experiences all of it?
Read the case CASE 03Keeping customer trust when the dependency isn’t yours.
How do you create accountability when a critical dependency lives outside both your team and your customer?
Read the case CASE 04Stop solving the same problem twice.
When does excellent service stop looking like a heroic save and start looking like a better system?
Read the caseThe unusually useful part
I’ve done the job on more than one side of the table.
Implementation
Get the software live.
Configuration · Training · Workflow change · Launch readinessSolutions Architecture
Figure out what should be built or configured.
Discovery · Technical-business translation · Reporting · Workflow designCustomer Success
Make it useful.
Adoption · Trust recovery · Customer education · Product changeEnterprise CS
Make the entire system work together.
Strategic accounts · Executive stakeholders · Complex launches · Cross-functional leadershipBigger problems.
Senior Enterprise CS · Strategic CS · Post-Sales Leadership
Don’t just take my word for it
Apparently, I left
an impression.
STRATEGIC PERSPECTIVE“Her combination of strategic thinking, technical understanding, and ability to see the big picture made her especially effective across customers of all sizes.”Vice President · Customer Success
LEADERSHIP / MENTORSHIP“She readily shared her knowledge, helped teams navigate complex situations, and encouraged collaborative, thoughtful decision making.”Senior Manager · Data Business Analysis
CROSS-FUNCTIONAL“She has a unique talent for helping a team gel, creating connections and fostering a collaborative environment.”Senior Enterprise Customer Success Manager
EXECUTION“She rolled up her sleeves, brought the right people together, and focused on finding a path forward.”Vice President · Customer Support
CUSTOMER UNDERSTANDING“She had a gift for listening past the surface-level ask to understand what a customer was really trying to accomplish.”Software Operating Executive
CREATIVITY / INNOVATION“I most enjoy her creativity and innovative thought process.”Owner · Healthcare Consulting
Excerpts from recommendations published on Cass’s LinkedIn profile. Names have been omitted; professional titles are retained for context.
About Cass
High context.
Low bullshit.
I’m naturally curious, direct, highly collaborative and probably incapable of seeing a broken process without wanting to understand why it’s broken.
I like complicated businesses, smart people who know things I don’t, customers who make me think, and work where the answer isn’t sitting neatly inside one department.
I live in Tampa Bay with my partner and Jack, who has contributed absolutely nothing to my SaaS expertise but significantly improved the photography on this website.
Recruiter role-fit review
A better analyzer
is under construction.
I’m rebuilding this tool to evaluate the substance of a role—not reward superficial keyword overlap. It will return when the analysis is accurate, evidence-based and genuinely useful to a hiring team.
Now for the useful part