I build the Customer Success operating system.
Then I prove it works.
Open to Senior/Enterprise CSM, Director of CS, and FinOps roles.
- Net Revenue Retention
- 151%Net Revenue Retention
- Enterprise portfolio
- $36M+Enterprise portfolio
- Cloud cost reduction
- up to 43%Cloud cost reduction
I'm Nathan Spear. As founding CSM at CloudQuery I designed the journey map, health scoring, and renewals playbooks that produced 151% NRR across 60+ accounts. Across enterprise portfolios up to $36M I ran the FinOps side too. Everything on this site, including the AI that answers questions about me, I built myself.
Or ask my AI anything about my background, run your job description against my experience, or watch a short intro. I built all three.
What I bring to the table
Renewals and expansion driven by data, lifecycle design, and executive alignment
Founding CSM. Designed the journey map, health scoring, handoff, and renewals playbooks that produced 151% NRR across 60+ accounts.
Managed complex SaaS, cloud, and ITAM accounts at enterprise scale
FinOps-driven optimization across AWS, Azure, and GCP environments for enterprise clients
Enterprise platform SME for Fortune 100 accounts including Nike
Programs I've built
Customer Success is an operating system. These are the repeatable artifacts I've designed and shipped.
Customer Journey Map
End-to-end lifecycle covering onboarding, adoption, value realization, expansion, renewal, and advocacy.
Health Scoring Framework
Usage, engagement, support, and milestone signals unified into a single risk and expansion view.
Three Personas Model
Engagement patterns mapped to technical users, business owners, and executive stakeholders.
Sales to CS Handoff
Structured transition process that improved continuity, accountability, and expectation setting.
Renewals and Expansion Playbooks
Proactive lifecycle engagement that moved renewals from reactive to forecastable.
Onboarding and Implementation Playbooks
Standardized success planning that accelerated time to value for new enterprise logos.
Built from scratch as founding CSM at CloudQuery. Refined across enterprise portfolios at Rackspace, Redapt, and ZoomInfo.
Executive Education
Three disciplines, one deliberate track. AI for go-to-market, revenue operations, and financial fluency.
AI for Go-to-Market
Pavilion AI in GTM School (February 2026 cohort). Advanced prompting, AI tools in action, agentic GTM, vibe coding, recurring GTM processes, and the AI-first revenue org.
Completed, second cohort in progress
Revenue Operations
Pavilion RevOps School. 8-class curriculum covering GTM strategy, funnel design, systems architecture, operating cadence, forecasting, and RevOps in the age of AI.
Certified April 2026
Financial Fluency
Pavilion Introduction to P&L Fluency with Sam Jacobs. Income statement, unit economics (CAC, LTV, payback, contribution margin), valuation and multiples.
April 2026
Building a Portfolio Site with AI
I co-hosted the CxXchange SuccessHour on building an AI-powered portfolio site in under an hour. A live, practitioner walkthrough, not theory.
Want to build your own?
Here are the exact materials I used in the session, free to copy. Grab them, then watch the video below to see the whole build, start to finish.
How to Build Your AI-Powered Portfolio Site in Under an Hour
A live build: turning a resume and LinkedIn profile into an interactive portfolio site, using a StoryBrand-style prompt aimed at a specific hiring manager. Inputs, prompt structure, token-saving moves, and a 30/60/90-day plan that shows capability instead of claiming it.
CxXchange SuccessHour, April 2026. Co-hosted with Jan Young.
Watch on YouTubeExpertise & Industries
Interactive demos
Illustrative cloud savings
Modeled from savings bands tied to outcomes in prior enterprise and mid-market roles (up to ~43% where conditions aligned).
$500K / year
Live FinOps portfolio intelligence platform
Portfolio Analytics: interactive overview, account deep dive, and AI-powered executive reports. A live FinOps portfolio intelligence platform built from enterprise CS and cloud cost experience.
Open Portfolio AnalyticsCompanies I've worked with
Credentials & Certifications
AWS Certified Cloud Practitioner
Microsoft Azure AZ-900
CCSM Level 1
CCSM Level 2
FinOps Certified Practitioner
Rackspace AI Business
Rackspace AI ReadyCase studies
Building a Customer Success Function from Zero to Scale
CloudQuery, founding CSM. 60+ accounts, growing complexity, no Customer Success organization. Designed and shipped the journey map, persona model, health scoring, handoff, and renewals playbooks that produced 151% NRR and a scalable operating model.
At Risk Enterprise Renewal and Margin Protection in a Hybrid Cloud Environment
A multinational insurance company with a seven figure MRR footprint and eight figure ARR was at significant risk of churn.
Executive Account Turnaround and Trust Recovery After Failed Implementation
A strategic enterprise customer experienced a failed implementation that resulted in stalled adoption, internal dissatisfaction, and the loss of an executive sponsor.
What people who worked with me say
“Nathan successfully managed high-profile, complex accounts at Rackspace, demonstrating exceptional skill in balancing high degrees of visibility and navigating challenges. His focus on achieving meaningful business outcomes for both Rackspace and its customers stood out to me.”
“I had the pleasure of working alongside Nathan at Rackspace, where he contributed an impressive depth of industry knowledge and CSM expertise. His creative and transparent insights were invaluable, and I consistently sought his guidance when navigating complex client situations.”
“You consistently step in and help when other SMEs are not available (thinking of proactive ways to work with cost consultants and digging into costs and trends) to help the sales team prepare to win EDP contracts.”
If you're hiring a senior CSM or FinOps professional who can deliver measurable outcomes, let's talk.
Know someone hiring? Referrals always welcome.