Customer Success / Operations / Transformation
Strategy intoworking systems.
I build the processes, programs, and operating models that help customer organizations scale.
Selected initiatives
A closer look at how I bring structure to complex work.
- Transformation proposal
Customer Success Transformation
Organizational design, operating principles, and practical AI adoption.
Strategic Customer Review Program
An executive engagement program built around preparation, coordination, and follow-through.
Consultative Customer Success
Frameworks and enablement for conversations grounded in customer outcomes.
Experience
Built across
the customer journey.
My work spans Customer Success, Professional Services, enablement, and strategic initiatives. The common thread is bringing structure to complex work and making execution easier.
Compliance & Risks
Customer Success Senior Team Lead (US)
Experian Employer Services
Senior Implementation Manager
NAVEX Global
Implementation Manager
YP (The Real Yellow Pages)
Integrated Media Producer
References
What colleagues say
“Steven challenges the status quo and was instrumental in creating the CS transformation programme. He takes on challenges and leads projects to find and implement solutions, and was key to pushing CS towards more automation and AI adoption.”
“Steven acts as a real product partner…leading demos end-to-end, building his own narrative, and becoming fluent in both the prototype and production versions. He's running customer engagement during development to validate feedback. Exactly the kind of leadership that makes a beta successful.”
About / Outside work
A builder, beyond
the day job.
Live music photography showed me how differently people experience the same event. Everyone leaves with their own memories and photographs; few get to see the complete picture.
That observation became Cosmos, an independent project exploring how people can connect through shared experiences and document the moments they were part of.
View concert photographs5 photographs · The story behind Cosmos
A small selection of my concert photography. Select any photograph to view the original at full size.
From photography to Cosmos
The photographs are individual perspectives on a shared experience. Cosmos grew from a question: what could those perspectives reveal together?
It explores how people can connect around the events they share and collectively document the moments they were part of. Like much of my professional work, it began with noticing a gap and building something practical to address it.
Visit CosmosContact
A useful conversation
starts here.
For leadership opportunities and select advisory conversations.