·STRATEGIC ADVISORY · B2B SaaS
From $9M to $250M ARR.
From 75% to 95% retention.
From 90% to >130% NRR.
From SaaS start-up to $1B+ acquisition.
30+ Years
Est. 2014
Boutique advisory, founder-led. Working directly with the C-suite.
I led the customer lifecycle transformations behind Workfront's acquisition by Adobe, Socrata's by Tyler Technologies, and Ascential's by IBM. Now I bring the same playbook — the Customer Lifecycle Management (CLM) Blueprint — to the next generation of B2B SaaS founders, boards, and VC/PE portfolio companies.
See Customer Lifecycle Management (CLM) Blueprint
Workfront $1.65B, 125% NRR
Socrata 95% Retention
Apty 50% TTV reduction, G2 Best in Class CX
TRUSTED BY LEADERSHIP AT
Hyperion
Cognos
IBM
CoreView
Cogito
VTS
Groupize
Fullcast
Provar
Zipwhip
Workrails
WHAT I DO
Three ways I help SaaS Founders/CEOs/VCs/PE firms
Most SaaS companies don't have a churn problem — they have a customer lifecycle problem. Strategy, GTM, product, and CS are running on different operational goals and scoreboards. I align them around one metric the board actually cares about: profitable, expansion-led growth.
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I
Strategic Advisor
II
Fractional CCO/COO
III
Operational Resource for VC/PE portfolio companies
Ongoing partnership with founders, CEOs, and executive teams at Seed-to-Series-C B2B SaaS. GTM strategy, ICP definition, customer lifecycle design, and the operating cadence that turns retention and expansion into a repeatable system.
Interim customer leadership during scale, transition, or pre-acquisition.
Typical engagement: 6-18 months, embedded with your executive team, building the CX function so your permanent hire walks into a scalable foundation that works.
Quarterly office hours, pre-exit readiness diagnostics, and on-call operating support for portfolio companies in the $5M-$100M ARR range. A resource for investors who need a trusted operator to help portfolio CEOs hit profitability with high expansion growth and exit milestones.
THE FRAMEWORK
Customer Lifecycle Management (CLM) Blueprint
A 5-stage operating system that connects corporate strategy to daily execution. Built across 30 years and refined inside companies you already know — Socrata, IBM, Workfront, Hyperion. It's the playbook your CRO, CCO, and CPO can finally agree on.
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WHAT CHANGES WHEN THIS WORKS
The board stops asking about Churn.
And asks what your secret is to NRR growth.
Every engagement is built around outcomes the C-suite can defend in a fundraise, in a board pack, or in due diligence.
NRR
GRR
CAC
Margin
Net revenue retention becomes a product of design.
Gross retention strengthens through product market fit, focus and ICP discipline.
Expansion replaces new-logo as the cheapest, fastest growth lever.
AI-leveraged ops shift services from cost center to scalable profit center.
Kevin Merritt
Founder & CEO, Socrata
"Perfect timing, relevant content, thought-provoking and game-changing. LandNExpand's customer lifecycle is what created our unique Blueprint."
Scott Maxwell
Founder & Managing Partner
Openview Venture Partners
"Customer Success is a serious opportunity for every SaaS company and LandNExpand's approach is Golden."
Krishna Dunthoori
Founder & CEO, Apty
"A catalyst for growth and excellence. LandNExpand built the processes, discipline, and team that drove our customer engagement and expansion at Apty."