Customer operating executive · Retention systems
Make retention durable—when you’re bleeding, and before you ever do.
Retention isn’t a renewal event. It’s an operating model: outcomes, high-value behaviors, leading signals, and prescribed actions.
Proof
NPS
-22 → +37 in < 1 year
Proof
GRR
95%+
Proof
Expansion motion
Partner-led GTM in < 12 months
Selected work
Evidence
Case studies + artifacts. Default: anonymized until cleared to publish.
Building Next Generation Customer Experience Workflow
2026-02-01
Most organizations have a disconnect between customer curiosity, interest, intent, and renewal. We built a context-aware customer lifecycle management tool that captures the customer’s own words from day one through the sale. After close, it switches into an onboarding assistant while keeping the full buying-cycle context so the customer can revisit the original use case and keep driving value.
dbradwood.com v1: from scaffold to repeatable publishing pipeline
2026-02-01
Built a private, code-first executive site framework with design tokens + MDX content pipeline so publishing becomes a file-based, validated process (not a one-off project).
Notes
Operator notes
Short, specific notes. Evidence-forward.