I build systems and teams that help revenue recur and grow.

• Designed, built, and scaled Customer Success teams across enterprise, commercial, digital, and embedded/OEM segments.
• Built operational frameworks — segmentation, success planning, escalation, and renewal process — that make growth efficient rather than heroic.
• Translated executive goals into team-level action plans, then into metrics leadership could forecast against.
• Currently building a post-sales factory on agentic AI — CSMs and Solutions Architects working alongside Relevance Agentic Workforces.
• Recruited, trained, and mentored CSMs — plus five years mentoring SV Academy's Customer Success program.

I build post-sales organizations that make revenue predictable: segmentation and coverage models, success plans customers can see, escalation and renewal process, health and risk signals, and the operating cadence that keeps all of it honest.

Enterprise software is bought on a promise and kept on evidence. The work is closing that gap — making sure the value a customer signed for shows up in their usage, their numbers, and the story they tell internally about the investment.

I've done it across analytics, integration and automation, and now agentic AI, in direct, digital, and embedded/OEM motions. Right now the interesting question is which parts of that system should be run by agents and which stay human.

Principles

Background

• MBA, Marketing & EntrepreneurshipUniversity of Southern California, Marshall School of Business
• BA, International StudiesKenyon College · Editor-in-Chief, The Kenyon Collegian · WKCO · Rugby

Optional fourth case study — the agentic post-sales build at Relevance AI, once there's a result to point at.

Derek Roberts, who hired Ryan to run Embedded Customer Success at Workato, describes him as someone who takes executive goals and turns them into clear action plans the team can act on — with the foresight to see where operations and metrics need to evolve next.

Derek Roberts · Post-Sales Leader · managed Ryan directly

Darcy Grabowski, who reported to Ryan on the Embedded Platform team, credits his leadership with driving the team's results and points to customers who felt supported throughout — and to a manager who mentored as much as he directed.

Darcy Grabowski · Customer Success, Embedded Platform, Workato · direct report

• Accenture Leadership AwardTeam leadership award based on recognition from direct reports, peers, and supervisors.
• US Patent 14/457,963 — Social Media-Based RecommendationsFiled September 2014. Identifying when recommendations are requested via social media and algorithmically extracting the recommendation from the responses.
• Guest speaker, GartnerSpeaking tour on portfolio planning and management best practices.
• Mentor, SV Academy2020 – present. Guiding Customer Success program members through internships and into their first full-time roles.

Occasional notes on customer success practice — and the odd conversation about gear.

Bay Area native, still here. Most weekends involve a trail, a bike, or a pack — California mostly, and a fair bit beyond it. Reading happens on Caltrain.

• Cocoon Air-Core Hood / Camp PillowThe one piece of backcountry comfort worth the weight.
• FITCO 16-in-1 Bike Multi ToolLives in the saddlebag. Has rescued several rides.
• SONGMICS Bike Repair StandTurns garage maintenance from a chore into a Sunday.
• Mountainsmith K9 Dog PackThe dog carries his own lunch.

If you're building a post-sales function in analytics, automation, or AI — or figuring out where agents fit in yours — I'm always up for comparing notes.