Revenue Predictability Is Not Accidental.
CEOs and Operating Partners bring me in when retention is unstable, renewal forecasts are unreliable, and fragmented execution begins to erode confidence.
I help institutionalize operating rigor, strengthen expansion performance, and apply AI with measurable impact, transforming Customer Success into a durable revenue engine during rapid-scale or stalled-growth phases.
Growth Without Discipline Creates Risk.
Customer Success rarely fails from lack of effort.
It fails when:
Forecasts rely on optimism instead of discipline
Expansion depends on heroics instead of systems
AI automates tasks but does not improve decision velocity
Revenue visibility weakens board confidence
As scale increases, complexity compounds. Without rigor, predictability declines.
That gap is measurable. And correctable.
“It is about installing the operating infrastructure behind recurring revenue and guiding organizations through the behavioral shift required to sustain it.”
It is the difference between effort and institutionalization.
It is what I do differently than most.
Operational Model
How the Model Becomes Institutional
PHASE 1 - Diagnostic and Executive Alignment
Revenue risk exposure assessment
Forecast accuracy evaluation
Install base growth opportunity analysis
Cross-functional friction mapping
AI maturity and impact assessment
PHASE 2 - System Design and Integration
Segmented engagement models
Renewal governance frameworks
Forecast standardization
Expansion accountability structure
AI use case prioritization tied to measurable outcomes
PHASE 3 - Executive Embedding
Leadership enablement
Reporting redesign
Board-ready forecasting models
AI workflow integration
Cross-functional accountability
AI Is an Accelerator —Not a Strategy.
Most organizations adopt AI at the task level.
Few align it to:
Forecast precision
Risk detection signal strength
Decision velocity across GTM
Margin expansion
Executive visibility
AI must improve operating leverage. Otherwise, it adds complexity.
When applied intentionally, AI becomes structural, not experimental.
What people are saying.
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"Ruben is the real-deal. He lives out what it means to actually be human-first in the tech industry. Not an easy feat. I myself have been the beneficiary of his thoughtful insights and counsel. Combined with a deep knowledge of all things customer success, he’s had a big impact on our customers, our business and the entire customer success industry. If you need to elevate your game or improve your operational performance with your team in mind, engage Ruben now."
— Nick Mehta, Chairman & CEO, Gainsight
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"We eagerly leveraged Ruben’s extraordinary expertise in customer success and his go-to-market experience to help drive additional value for our portco. His ability to engage directly with operational leaders and their teams, quickly win their trust, dissect problems, and provide significantly impactful action plans was astounding. The work had a significant impact on the business."
— Sachin Sanghvi, VP Operations, K1 Investment Management
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“At a critical point in our maturity, Ruben provided much needed advice and delivered a foundational customer strategy that we are still benefiting from today. I have literally entrusted him with my business, more than once.”
— Bret Larsen, Executive Chairman & Co-Founder, eVisit