Senior Enterprise CS · 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.
LEADERSHIPRecognized for launch leadership, clear judgment and the ability to turn ambiguity into forward motion.
CROSS-FUNCTIONALKnown for exceptional partnerships across Product, Engineering, Payments, Data, Implementation and Support.
EXECUTIONConsistently trusted to keep complicated work moving—especially when the answer did not fit neatly inside one team.
Recommendation excerpts will be added here with permission. For now, this section reflects documented performance feedback without attributing private comments.
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.
An experiment / Coming next
Have a role in mind?
Skip the keyword bingo. A future role-fit analyzer will compare a job description with my actual experience—showing strong alignment, relevant experience, questions worth asking and actual gaps. No fake 97% match score.
Now for the useful part