Move from Firefighting to
Peak Performance

Are churn, stalled growth, or board pressure pulling your team off course? These challenges drain momentum, erode credibility, and slow growth.

In these high-stakes moments, founders, executives, and boards turn to me as a strategic partner with operator clarity and board-level perspective drawn from solving these same challenges across hundreds of companies.

When leaders work with me, they gain clear direction and proven frameworks, not endless analysis or generic advice. The result is outcomes that earn trust in the boardroom and momentum that teams can feel.

Move from Firefighting to
Peak Performance

Are you facing unexpected churn, friction‑filled onboarding, stalled growth, or rising pressure from the board to show measurable results? These post‑sales challenges weaken momentum, erode credibility, and slow growth.

In these high-stakes moments, I step in as your strategic partner, bringing operator clarity and investor‑level insight from solving these same challenges across hundreds of companies. 

When we work together, you gain clear direction instead of endless analysis and proven frameworks instead of generic advice. Freed from the cycle of reactive firefighting, you can build the confidence and momentum that earns trust in the boardroom and energizes a team that knows it's winning.

Portrait of a man with short hair and tattoos on his arms, wearing a black t-shirt, standing against a dark background.

“Ellie’s steadfast pursuit of excellence has had a profound impact on my team and leadership. Her mentorship and actionable strategies brought the customer into the heart of everything we do and helped our team raise its standards.

Her support gave us clarity, confidence, and a higher bar for success, all delivered with a generosity of spirit that is rare in this world.”

– Jim Turner, Chief Operating Officer, Exclaimer

Ways to Work Together

Audit & Reset
Plan

Get clarity on what’s working, what’s not, and where to focus first.

    • Diagnose friction across onboarding, retention, and expansion

    • Assess team structure and capacity to uncover role gaps and execution bottlenecks

    • Map cross-functional misalignment and quantify its business cost

    • Create an executive-ready Clarity Brief and 90-Day Focus Map

    • Clarity on where to focus first without guesswork or wasted effort

    • Confidence to act quickly with team alignment and early momentum

    • Team alignment and early momentum to unlock progress fast

Embedded Strategic Advisor

Navigate major change, growth, or complexity with an experienced partner by your side.

    • Strategic planning across the full customer journey from onboarding through renewal

    • Cross-team alignment so sales, product, and customer teams work seamlessly

    • Organizational guidance on roles, reporting structure, and priority hires

    • Decision support for the calls that will make or break your customer strategy

    • Clarity on the actions that move the needle fastest

    • Stronger execution and alignment that accelerate retention and growth

    • Confidence in high-stakes decisions with measurable business impact

    • Team Off-sites & Workshops

    • Executive Alignment Sessions

    • Board Storytelling Sprint

Board Storytelling Sprint

Turn customer results into a board-ready story that builds credibility and drives decisions.

    • Translate metrics into business impact so retention and churn numbers tell a clear story

    • Craft a concise, compelling narrative that resonates with your leadership team, board, and investors

    • Review and refine your presentation for structure, flow, and visual clarity

    • Facilitate guided sessions to strengthen delivery and confidently handle questions

    • A clear, credible narrative that connects customer outcomes to business value

    • Confidence to present and handle questions in high-stakes settings

    • Credibility with boards, investors, and senior leaders that amplifies your impact

Looking to strengthen customer performance and protect enterprise value across your portfolio?

Customer retention is one of the strongest drivers of long-term growth and valuation.

I partner with investment firms to surface risk early, strengthen execution, and accelerate value creation across the portfolio. I bring a rare blend of operating depth and investor fluency, with results that show up in board-level metrics like GRR, NRR, cost to serve, exit readiness, and ultimately DPI.

For Investment Firms

Headshot of a smiling man with short gray hair, wearing a beige blazer and blue shirt, in front of a blurred background of windows and greenery.

“When asked about strategy for customer success, I think of Ellie.

We brought her to Concur to improve our customer experience, and she delivered. Her leadership and ability to execute to perfection resulted in one of the most successful and impactful programs of my career.

The metrics showed she helped us hit a home run.”

– Steve Young, Former Chief Services Officer, SAP Concur

Ready to get started?

01 Fit & Focus Call

A focused 20-minute conversation to align on priorities and timing. I’ll walk through how I typically support founders and executive teams so we can quickly assess whether there’s a strong fit.

Outcome: If there’s strong alignment, we’ll move into the Client Strategy Roadmap session.

02 Client Strategy Roadmap

A paid working session, up to 90 minutes, designed to get clarity fast. We’ll dig into your current state across customer experience, GTM execution, team structure, and key metrics.

You’ll walk away with:

  • A written brief summarizing your top challenges and opportunities

  • A tailored recommendation based on your stage, team, and goals

  • Clear next steps, whether or not we continue working together

Cost of Client Strategy Roadmap is applied to any engagement if we decide to move forward.

03 From Insight to Impact

This is where strategy turns into execution. We’ll build on your roadmap and move into the engagement best suited to drive clarity, accelerate decision-making, and deliver meaningful results. This may include:

  • Strategy audits to uncover risks and unlock growth

  • Embedded advisory support during high-stakes transitions

  • Coaching and prep for board, investor, or leadership presentations

Outcome: You’ll get clear direction, proven frameworks, and operating tools your team can use to deliver results and drive peak performance.

Trusted by Top Executives,
Founders, and Investors

  • “Ellie is a true thought leader in customer success and customer experience. Once we aligned on goals, she ran with it, driving operational improvements across a 3,500-person services and CS team. She kept us focused on creating real value for customers, which rallied the team and delivered meaningful results.”

    – Jamie Kiser, Chief Customer Officer, Medius

  • "Ellie brought the structure and discipline we needed to get our team performing at a higher level. She turned metrics into clear processes, held us accountable, and gave us the confidence and momentum to move faster on scaling the business."

    – Leigh Steed-Middleton, President, Sedna

  • “Ellie knows her stuff. She’s great at helping you define the problem you really need to solve and brings a systematic approach to finding solutions. She’s an immediate source of confidence because she pairs deep knowledge with clear, direct communication. What stood out most was her ability to understand the business decision while still showing real empathy for the people involved.”

    – Patrick Clibborn, CFO & CCO, LawVu

  • “Ellie stands out for her exceptional skills in customer engagement and her ability to turn high-stakes challenges into opportunities. She consistently delivers impactful results that earn the confidence of executives and investors alike. It’s a pleasure to work with such an insightful leader who truly exemplifies excellence in her field.”

    – Crissy Costa Behrens, Insight Partners

  • “Ellie’s passion for customer experience, analytical insights, and authentic energy make her an exceptional partner. Partnering with Ellie has delivered real value to our work and has been a highlight on a personal level. I welcome every opportunity to work with her.”

    – Bente Vollan, SVP, Global Head of SAP Concur, Technical Support

  • “I’ve really enjoyed my conversations with Ellie. She has a unique ability to help think through the first principles of the customer journey and build around those, instead of simply following industry norms. This approach is incredibly valuable for shaping a strong and effective customer success organization.”

    Prukalpa Sankar, Founder & Co-CEO at Atlan

  • “Ellie is one of the most impressive professionals I’ve had the chance to work with. She distills complex challenges into executable strategies and consistently delivers results that exceed expectations.”

    – Sunny Saroya, SVP of Americas, Planview

  • “I trust Ellie because she consistently brings poise, structured thinking, and a people-first mindset to every engagement. She builds rapport quickly, facilitates the right conversations, and delivers meaningful outcomes. She becomes a trusted confidante, giving our leadership team and me confidence we are moving in the right direction.”

    –Pablo Dominquez, Operating Partner, Insight Partners

  • "Working with Ellie is a no-brainer. She brings speed and clarity, and her incredibly generous, open-minded style quickly built trust across our leadership team. Ellie transformed how we communicated with investors, leading to faster alignment and more meaningful discussions."

    – Eleanor O'Neill, Chief Revenue Officer, Monta

  • “Ellie was instrumental in hiring our Chief Customer Officer, a make-or-break role for the company. She was meticulous and decisive, giving me clear yes-or-no feedback with the reasoning behind it. Working with Ellie gave me full confidence that we made the right hire and set our leadership team up for success.”

    – Guru Hariharan, Founder and CEO, CommerceIQ

  • “Ellie is transparent, direct, and genuinely cares about people. She thinks like an owner, bringing a systems mindset with proven frameworks that tie customer success to real business outcomes. By translating customer health into measurable results and credible signals for investors, she gives everyone clarity and conviction in their growth decisions.”

    – Cassie Young, General Partner, Primary Venture Partners