Stories worth sharing.
Here’s what it looks like when things get moving.
This page offers a closer look at past projects. Every project is different, shaped by the people, the timing, and the context. What they have in common is a clear, hands-on approach: I listen closely, ask the right questions, and together we work toward solutions that actually hold.
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These snapshots give you a sense of how I work and where I can support — without diving into every detail. Curious to know more about a specific case or how it could apply to your context?
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1
From Generalists to Specialists: Building Future-Proof Teams
A fast-scaling B2B company faced growing complexity: a single generalist team could no longer cover the increasing workload and specialized demands. Hiring felt reactive and unclear, leading to bottlenecks across the organization.
Problem
Defined a future-proof team setup by transitioning from one generalist team to several specialized units, tailored to business goals for a 12-month+ horizon. Delivered clear hiring plans with target structure, roles, team sizes, seniority levels, and skill profiles — enabling HR to recruit fast, focused, and strategically.
Solution
2
Turning Handover Chaos into Seamless Customer Journeys
The handover between Sales, Implementation, and Customer Success Teams caused friction, delays, and a fragmented customer experience. Critical customer information got lost or was incomplete across systems and touchpoints.
Problem
Redesigned the internal ‘customer journey’ and embedded clear ownership at every stage. Defined critical customer data points, streamlined communication across teams and systems — resulting in smoother onboarding, fewer follow-ups, and a cohesive experience that actually felt seamless to customers.
Solution
3
Breaking Silos: Creating x-Functional Customer Squads
Siloed workflows between Implementation, Engineering, Success, and Support led to fragmented efforts, slow response times, and blurred responsibilities — impacting customer outcomes and internal efficiency.
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Problem
Introduced cross-functional customer squads aligned around shared customer sets. Built a model that fostered ownership, clarified priorities, reduced coordination overhead, and sped up decision-making — improving results for both customers and teams.
Solution
4
Guiding Customer Decisions with a Modular Product Catalogue
Customer-facing teams struggled to consistently guide client decisions during fast-paced implementation phases. There was no clear, shared understanding of available products, timing, or delivery standards.
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Problem
Developed a structured, modular catalogue of (semi-)standardized products in collaboration with Product and Customer teams. This gave internal teams a clear toolkit to support client decisions, improved cross-team alignment, and enhanced both customer satisfaction and internal delivery efficiency.
Solution
5
Faster, Smarter Collaboration Through Team Playbooks
Recurring operational situations like handovers, issue escalations, and customer interactions lacked standardization, leading to delays, misunderstandings, and inconsistent service — especially during high-growth or re-org phases.
Problem
Developed team playbooks covering key processes, flows, and responsibilities. Playbooks provided clarity on who does what, when, and how — creating faster decisions, more autonomy, and a stronger sense of security and consistency across teams.
Solution
6
Capturing Customer Satisfaction Where It Matters Most
Customer satisfaction and feedback were not systematically captured, leaving teams without clear data on blind spots or early churn signals.
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Problem
Introduced lightweight CSAT tracking and feedback loops aligned with key touchpoints across the customer journey. Designed practical, actionable metrics that teams actually used — enabling better prioritization, surfacing customer pain points early, and strengthening CX’s influence on the product roadmap.
Solution
7
Building a Performance Review Process that Drives Growth
The organization lacked a structured and meaningful performance review process, leading to inconsistent feedback, unclear expectations, and missed opportunities for growth.
Problem
Built a custom performance review process from scratch — including planning, conversation guides, and evaluation templates. Enabled consistent, meaningful check-ins that supported individual growth, team development, and increased transparency and trust.
Solution
8
Turning Workshops into Tangible Decisions and Real Progress
Teams struggled to move from vague ideas to tangible decisions during workshops and cross-functional meetings, resulting in lost momentum and unclear outcomes.
Problem
Designed and facilitated numerous workshops for B2B clients — from ideation sprints to product feedback sessions to roadmap planning. Focused on clear goals, tight facilitation, and concrete outcomes — helping teams align faster and turn discussions into real action.
Solution