I’ve spent 20 years building lifecycle and retention engines inside companies like Verizon, PayPal, and Xoom — owning journeys for portfolios as large as 22 million customers, cutting churn 50%, and protecting roughly $140M in annual revenue. Now I bring that experience to companies that need lifecycle leadership without waiting six months to hire it. No platform to sell you, no agency retainer to protect — just an honest read on what’s broken, what’s working, and what to build next.
You have customers and churn. I find who’s leaving, why, and what makes them stay.
No lifecycle program yet? I build the engine from the ground up: data capture, segmentation, journeys, and the testing discipline to improve them.
Your program exists but has plateaued. I audit the journeys, the deliverability, the measurement — and leave your team faster than I found it.
I’ve built lifecycle marketing from three seats: the scrappy one (Xoom, where I created the global growth engine from scratch and scaled it to 2 million active customers across 17 markets), the acquirer’s one (PayPal, aligning product, marketing, and analytics after an $890M acquisition), and the enterprise one (Verizon, where my 22-person team ran lifecycle for 16 brands and more than 20 million customers). I started Next & Best because the companies posting lifecycle roles today need all three experience sets — usually in one person, usually yesterday.
Audit first, always. I don’t recommend what I can’t defend with your data. I work in your platforms, not around them. I build testing discipline so improvements compound after I leave. And I tell you the truth about what’s weak, because a consultant who only validates is just expensive agreement.
20 years in lifecycle & growth · Verizon, PayPal, Xoom, Optimum · 50% churn reduction, ~$140M revenue protected · Speaker: NACHA, CCW, Lesbians Who Tech · ANA Multicultural Excellence Award (Grand Prize) · Wharton Executive Education · Bilingual (native Spanish speaker)