Customer Success leader.
AI builder. Outcomes that compound.
I'm Nathan Spear. I lead post-sale teams at SaaS companies, own NRR and churn, and build the programs (renewals, health scoring, lifecycle) that turn a team into a durable org. I also build AI tools, and this site is one of them.
Recently built: a production n8n automation stack, live AI tools on this site, and a FinOps portfolio analytics platform.
What I bring to the table
Founding CSM. Designed the journey map, health scoring, handoff, and renewals playbooks that produced 151% NRR across 60+ accounts.
Proven experience managing complex SaaS and cloud accounts at enterprise scale
Renewals and expansion driven by data, lifecycle design, and executive alignment
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
Expertise & 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.
If you're hiring for a senior CSM or FinOps leader who can deliver measurable outcomes, let's talk.
Know someone hiring? Referrals always welcome.