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.

Experience & Impact

  • 20+ Years in B2B Tech, 6 Years at Gainsight (Chief Strategist), Global VP CS at Tanium, CCO at Intellum

  • 4 Exits, including a unicorn, portfolios exceeding $750M ARR

  • Co-Author of International Best Seller The Customer Success Professional’s Handbook

  • Track record of driving NRR, GRR, and valuation-amplifying KPIs

  • Deep experience partnering with Sales, Product, Revenue Operations, and Data teams

  • Advisor/Fractional: K1 Investment Management (GoCanvas), BlueTail.aero, Hometown Ticketing, eVisit, SVAcademy, CS & Insights MBA Program at the University of San Francisco, and others are undisclosed per NDA

Repeatedly brought in to transform Customer organizations, strengthen engagement and retention, improve renewal predictability, and position Customer Success as a durable growth engine during periods of rapid growth and organizational change.

About Me

Growth Without Discipline Creates Risk.

Customer Success rarely fails due to a 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.

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.

  • "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

  • "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

  • “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