Eight transformation programs: three documented enterprise engagements led inside VMware, IBM, and SolarWinds, and five active client programs led through SuccessWave Advisory Group.
Documented, named transformation programs from Justin T. Neal's decade in enterprise SaaS Customer Success and program management.
How VMware standardized customer operations, improved revenue-risk visibility, and built scalable governance across a $700M+ SaaS portfolio.
How IBM built a scalable Customer Success operating model across 9 business units and 250+ SaaS products while shifting from perpetual licensing toward SaaS.
How SolarWinds replaced fragmented account knowledge with a shared customer health-scoring framework and its first systematic NPS/QBR feedback programs.
Live SuccessWave Advisory Group engagements. These reflect in-progress transformation work, not final production ROI.
Connecting AI adoption, strategic-account risk, partner health, M&A churn, and billing friction into one transformation program.
Redesigning high-volume campaign production for standardization, automation, and scale across US, EMEA, APAC & India.
Mapping four fragmented operating processes into a standardized, audit-ready model for AI-assisted, human-in-the-loop control.
Replacing a fragmented, decades-old advertising technology stack with a connected, partly-automated operating model.
Redesigning sales-to-contract and lead-generation workflows for a national health services enterprise — starting with governance, not tooling.
Let's talk about what's fragmented, who owns what, and where AI can actually help.
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