Decades of experience.
One consistent thread.
Whether managing a network television production or a global enterprise account, the work has always come down to the same thing; understanding what someone needs, earning their trust, and delivering on it.
Greg Young
Founder
I didn’t set out to build a Customer Success agency. I set out to do good work for the people who trusted me with theirs, and after three decades of doing exactly that, I realized I’d been practicing customer success long before the industry gave it a name.
My career started in broadcast television, where I spent the better part of two decades producing content for network and cable audiences. On the surface, that looks like a completely different world from B2B SaaS. But producing television taught me things no business school could: how to manage competing priorities under pressure, how to guide a client toward a vision they can’t quite articulate yet, and how to deliver something that exceeds expectations when the stakes are high. Every production had a client. Every client had a goal. My job was to get them there.
When I transitioned into tech, I brought all of that with me. Over 10+ years managing enterprise-level global accounts, I deepened those instincts into a formal practice. I learned how to build customer relationships that last, how to recognize churn before it happens, how to structure an onboarding experience that actually works, and how to run a product demonstration that moves a deal forward instead of stalling it.
I’ve also worked extensively with international teams, serving as the bridge between offshore companies and their US-based clients. Language and culture create invisible friction in client relationships that teams often don’t see until a customer is already halfway out the door. Navigating that gap clearly, professionally, and with sensitivity to both sides is something I’ve done across multiple engagements, and it’s made a meaningful difference each time.
This agency exists because I believe there’s a better way to do customer success. Not a playbook handed off to a junior hire. Not a dashboard that tells you a relationship is healthy when it isn’t. Real customer success is personal. It’s honest. And it requires someone who genuinely cares about the outcome. That’s what I bring to every engagement.
Broadcast television producer
Nearly two decades producing content for network and cable television across multiple formats. Managed productions from concept to delivery, including the clients who commissioned them. Built a foundation in stakeholder management, creative direction, and delivering under pressure.
Enterprise customer success — MediaAMP & beyond
10+ years managing global enterprise accounts in the technology sector. Responsible for the full customer lifecycle: onboarding, relationship management, churn prevention, expansion, and executive-level engagement. Developed a hands-on approach to CS that prioritizes genuine relationships over process compliance.
Cross-cultural client consulting
Consulting engagements with international technology firms serving US-based clients. Acted as the connective tissue between offshore teams and their American customers, addressing language barriers, cultural nuance, and communication gaps that quietly erode client relationships over time.
Founder, Lucent CS
A boutique Customer Success practice built on honesty, hands-on engagement, and a genuine commitment to the client’s success. Serving B2B companies worldwide as a fractional CS partner, interim resource, and strategic advisor.
How I work
These aren’t values written for a website. They’re the principles that have guided every client relationship I’ve had — in television, in tech, and everywhere in between.
Honesty first
If something isn’t working, you’ll hear it from me directly, with a plan to fix it. I don’t manage appearances. I manage outcomes.
No handoffs
When you work with this agency, you work with me. Your customers will know my name and I’ll know theirs
Know the product
I take the time to understand what I’m representing deeply enough to answer any question, without saying “let me get back to you.”
Relationships over reports, but you’ll get both
Metrics matter, and you’ll always have them. But a healthy NPS score doesn’t tell you a customer is quietly shopping your competitor. Real conversations do.
Long-term thinking
Every interaction is an investment in the relationship. I’m always thinking about the next quarter, not just the next call.
Growth without the hard sell
The best expansion opportunities come from listening, not pitching. I stay attuned to what customers need next, and surface those moments naturally, at the right time.
Want to know if we’re a good fit?
The best way to find out is a conversation. Tell me what’s going on with your customers and I’ll give you an honest read on whether I can help. No pitch. No pressure. Just an honest conversation.