Twelve years across pre-sales, solutions engineering and CS leadership. Currently Principal CSM at Harness, leading the global financial-services segment.
Retention is not a feeling. It is a system, and someone has to build the thing.
Statement of practice
I design the machinery underneath customer success - segmentation, health scoring, success planning, the renewal calendar - and then I stay in the room while it earns its keep with buyers who answer to a regulator.
Most CS teams are staffed before they are designed. The playbook arrives after the first churn, the health score is built for a board slide rather than for the CSM at 9am on a Tuesday, and expansion is a heroic act instead of a repeatable one.
I do the unglamorous version: fewer dashboards, tighter definitions, a handoff ritual from pre-sales that actually holds. Twelve years of it, most recently across a $25M enterprise portfolio in financial services.
$15MMulti-year ELA secured
129%Net revenue retention
$25MPortfolio under management
Top 5%Company-wide, FY25
EngagementsFive shapes of work, from a four-week diagnostic to a standing seat.
i.CS program designSegmentation, health scoring, success plans and QBR frameworks - built to scale past a hundred accounts.6–12 wks
ii.FinServ go-to-marketCommittee buyers, compliance fluency, and nine-month procurement cycles that don't stall.Retainer
iii.Churn signal modellingProduct telemetry plus CRM signal folded into one score a CSM will actually act on.4–8 wks
iv.Pre-sales handoffDiscovery standards and proof-of-value design that stop year-one expansion leaking.Workshop
v.Executive advisoryA standing partner for board prep, the renewal you can't lose, and the hire you haven't made.Monthly
In others' words
“Nick was a fierce advocate for his customers, collaborating closely with Sales, Implementation and Support while working directly with Product and Engineering leadership to turn client feedback into impactful product enhancements.”
Lisa Edwards - CS Operations & Transformation Leader Worked with Nick at Harness and Split, 2022–2026
“Nick exemplifies ‘Know Your Customer’ and ‘Build Trust Through Transparency’ through his relentless dedication to our largest customers.”
Harness leadership - FY25 award citation
DispatchesWriting on CS, the MBA, and a four-parent household.
Still in progress: the health score piece, the MBA piece, the family piece.
Email me to be on the listHome for the writing not decided yet - no platform, no automation. I'll send the first issue myself.
The record
2022 - PRESENT
Principal CSM, Harness
Via the Split acquisition. Leads the global financial-services segment; the customer lifecycle framework he built - health scoring, milestone tracking, success planning - is now used across the CS organisation.
$15M multi-year ELA · 129% NRR · $1.5M expansion structured in under 90 days.
2020 - 2021
Founding SE, Abstract
First dedicated solutions engineer. Built demo standards, technical discovery and proof-of-value models from zero, and ran the function through the acquisition by Adobe.
2019 - 2020
Sr. Solutions Architect, LiveRamp
Enterprise pre-sales for data connectivity - identity resolution, first-party activation and measurement across retail and brands.
2017 - 2019
Sr. Consultant, RichRelevance
Technical consulting and implementation for AI-driven personalisation across enterprise retail accounts.
Harness
Feature Management & Experimentation
Jan 2026
Linux Foundation
FinOps Certified Practitioner
Dec 2025
Dev Bootcamp
Full Stack Software Engineering
2016
Ongoing
HTML/CSS, Python & more
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StudyIE Global Executive MBA, Sept 2026 intake. Hover or tap a stop.
Off the clock
A husband and dad to two boys in a big, loud, four-parent household. Seven rides from San Francisco to Los Angeles for HIV/AIDS services, and nearly $25K raised along the way. An aviation habit, a coffee problem, a serious brick habit, and board president of two HOAs - which is its own kind of stakeholder management.
