Customer Success & AI Executive

Retention is revenue.
I automate the work
that protects it.

I spent 20 years in enterprise cybersecurity Customer Success (CS) watching smart people waste time on the wrong things — manual health reports, spreadsheet renewals, CRM cleanup. So I started building tools to fix it. Dozens of them. The CS experience tells me what to automate. The AI work is how.

What I Build → Customer Success Connect
Dozens
Automation
Tools Built
3×
President's
Club Winner
3
Pre-IPO
Companies
20+
Years in
Cybersecurity
Matt Clancy
Where I focus

Build the tools. Know the job.
Automate the right things.

Most automation fails because the person building it never did the work by hand. I did — for two decades. That's why the tools I build actually get used.

⚙️
AI & Automation

Dozens of tools that replace the busywork

Health score reporting, renewal alerts, CRM cleanup, reporting pipelines. I build these because I got tired of watching CSMs spend half their week doing things a script does better.

See what I've built →
📈
Revenue Retention

Get the value story to the economic buyer

Your technical contacts might be happy, but if their VP can't justify the spend at budget time, that happiness doesn't save the deal.

How I approach this →
🔁
Renewal Programs

Stop getting surprised at renewal

If a customer's business is in a downturn — and it's usually in the news — that's not a renewal surprise. That's a miss. Risk detection should be running all the time, not just when the renewal is 90 days out.

The renewal motion →
🛡️
Churn Prevention

Talk to more than one team

Security products touch networking, IT ops, compliance, SOC. If your CSM is only in one room, you're missing risk signals and expansion opportunities in the other four.

Churn prevention →
🩺
Health Scoring

Measure what actually predicts renewals

A green health score that misses a churned account is worse than no score at all. I track four things: are they set up, are you in enough rooms, how deep is the usage, and can leadership explain the value. If you can't answer those, your score is a guess.

Health scoring approach →
🚀
Expansion Revenue

Expansion starts with cross-functional engagement

I've doubled customer spend by getting into multiple teams — not just the one that bought the product. Integrations help too: they make you stickier and increase value across the customer's stack. But it starts with being in the right rooms.

Expansion playbook →
About

20 years of CS.
Now I build the tools.

I started at Qualys when "customer success" meant picking up the phone and making sure people renewed. Then Zscaler pre-IPO — 175% of quota, President's Club three years running. Then CS leadership at Netskope through another pre-IPO rocketship.

Somewhere along the way I got tired of watching good CSMs burn hours on things a script could do better. So I started building. Health score automation, renewal alerting, CRM cleanup, reporting pipelines — dozens of tools that let people spend time on customers instead of spreadsheets.

That's the thread: I know what to automate because I've done the job. The hardest problem in CS is getting the economic buyer to see the value — and that's exactly what I'm building tools to solve. Surface the right data, at the right time, to the right person.

What I've Built → Customer Success →
Qualys
Early CS · Vulnerability Management

Back when "customer success" meant picking up the phone and making sure people renewed. Learned the fundamentals here — if you don't know the product cold, you can't have credible conversations.

Zscaler
Customer Advocacy · Cloud Security

Pre-IPO hypergrowth. Hit 175% of quota, made President's Club three years straight. This is where I learned that cross-functional engagement — getting into the networking team, not just security — is how you expand accounts and make products sticky.

Netskope
CS Leadership · SSE / Cloud Security

Another pre-IPO rocketship. Moved into leadership and started building the programs — health scoring, renewal motions, churn prevention — instead of just running them.

Now
CS & Sales Ops Leadership · AI Automation

Leading CS, support, and sales operations — while building the AI tools that make the whole post-sale motion run. The goal: let people spend their time on customers, not on process.

Want to go deeper?

Pick a rabbit hole.

The CS frameworks I use, the tools I've built, or just a conversation.

What I Build → Customer Success → Connect →