Case Studies

On the left sidebar you'll see a list of my technical account management case studies.

You'll notice a common throughline in these case studies:

• I diagnose before I intervene. There's no guesswork: I react to usage data, support history, and silence. Then I take action on what's actually happening.
• I attempt to solve it myself before escalating. A technical blocker deserves a technical answer, not a routing decision. I dig into the problem directly and only pull in engineering when it genuinely requires them.
• I treat retention as a byproduct, not a target. I don't chase renewal numbers. Instead, I make sure the customer never has a reason to consider leaving in the first place.

You'll find a mix of real account scenarios, technical troubleshooting breakdowns, and frameworks I use to manage a portfolio of accounts at scale.