Two books built from 25 years of running implementation and customer success teams inside SaaS companies. No frameworks with trademarked names. Just the patterns that actually work.
Available on Amazon
Retention Starts in Implementation
Most SaaS companies focus on sales growth and product velocity. Implementation sits in the middle — under-resourced, under-structured, and carrying enormous responsibility for whether customers actually succeed. Retention does not start at renewal. It starts the moment the contract is signed.
For directors who inherited messy processes, founders who realize onboarding has become a bottleneck, and experienced operators who want to tighten the system without throwing more headcount at it.
The HubSpot Customer Success Workspace Operators Manual
A 77-page operators manual for running customer success inside HubSpot Service Hub. Built around the Four Rs framework with over 100 HubSpot CS implementations behind it. Approved by HubSpot leadership and used by CS teams across B2B SaaS.
If your team runs on HubSpot and nobody has ever structured the CS motion properly, this is where to start.
Founder of Infinite Renewals, a Boston-based B2B SaaS post-sales consulting firm. 25 years of CS and PS leadership experience, including a VP of PS role at a company that went public in 2012. These books are built from real operator experience — not conference presentations.
Available on Amazon
