15+ years architecting enterprise SaaS platforms across mortgage, fintech, healthcare, and government. Two-time CTO leading teams of 7 and 8. Production track record of replacing 1:1 support with AI-augmented self-service, productizing implementation through templated frameworks, and embedding contextual product guidance directly inside the user experience. Based in Simi Valley, CA. Open to fully remote.
The role calls for unifying Professional Services, Customer Education, and Technical Support under one strategy, then transforming all three into a digital-first, AI-powered, customer-led platform. That is the exact pattern I have been executing in production for the last five years.
Two-time CTO with hands-on architecture credibility and operational leadership across teams of 7 and 8. I have personally designed and shipped the categories of work this role is asking someone to scale: in-app contextual guidance through Experience Cloud portals, AI-assisted diagnostic and lookup tools, templatized implementation frameworks driven by Custom Metadata, and serverless integration architectures that replace manual support work.
Customer-obsessed systems thinker. Every platform I have built started from the same question: where is the customer stuck, and can we remove the human from the loop without removing the trust? At Cake Mortgage I own the full Salesforce stack as the solo architect, supporting 28 to 30 AEs and the broker partner network. At Bishop Gold Group I migrated 2M+ legacy records, rolled out Service Cloud for 200+ users with Omni-Channel and a knowledge base, and cut lead conversion time by 25% through Flow automation.
AI-forward by default. I built and ship a recurring AI enrichment pattern (Serper, ScrapingBee, Anthropic Haiku, structured JSON) across four production systems. RedFlag is a live AI-powered contract scanner. NMLSScout replaces a manual research process with sub-five-second AI lookup. The framework is repeatable, productizable, and ready to be applied to support deflection, in-product guidance, and implementation acceleration at scale.
The job description names three pillars: Customer Education, Professional Services, and Technical Support. Here is what I have already shipped in each, mapped directly to the transformation outcomes the role calls for.
The same architectural pattern repeats across every platform I have shipped. Reduce support dependency, accelerate time to value, let the customer self-solve with confidence. Below is what that looks like in production, in three pillars, with hard outcomes attached.
Every competency below is something I have personally delivered in production, with the receipts to back it up.
Defined and executed the full Salesforce platform strategy for Augusta Precious Metals, Bishop Gold Group, and Casamba. Established five-phase data cleanup plans, post-acquisition CRM consolidation, and ground-up greenfield architecture at Cake Mortgage.
Led platform migrations across multiple orgs, transitioning teams from legacy Classic to Lightning to AI-augmented workflows. Built the canonical AI enrichment pipeline (Serper, ScrapingBee, Haiku, structured JSON) and applied it across four production systems.
Designed Experience Cloud partner portals with real-time visibility, AI-powered lookup tools that replace manual research, dedup engines that self-correct data quality at point of entry, and Bulk CSV onboarding with built-in validation and preview.
Built and shipped the CakeTPO daily AE leaderboard email system with goal-based progress bars, manual recap controls, and admin dashboards. Established reliable deployment patterns (Workbench + SF CLI with targeted test runs) and standing rules for production change management.
Sole interface between sales leadership, broker partners, and the technology stack at Cake Mortgage. Translated frontline AE friction into product roadmap priorities. Led teams of 7 and 8 in prior CTO roles, balancing strategic vision with hands-on delivery.
Built the WAR Room competitor intelligence LWC, the Cake Card App PWA for business card scanning at events, the Condo Review Request modal, and the Broker and LO Search interface. Every tool started from a frontline user telling me where they were stuck.
Maintained HIPAA and FISMA-aligned configurations across multiple government orgs for six years. Managed AML and KYC-aligned data visibility controls at Augusta Precious Metals. Built role-based and profile-based sharing rules for sensitive financial and healthcare data.
Built and operate Prospect Pages (recruiting site SaaS for high school athletes) and RedFlag (AI contract scanner) as independent products with paying customers, full-stack pipelines, payment integration, and operational dashboards. Proof of end-to-end product thinking.
Two CTO tenures, multiple director-level roles, and a six-year concurrent lead developer engagement for a government agency. Consistent pattern: arrive, assess, architect, lead the team to ship.
The job description calls for AI-assisted support, in-app guidance, and templatized delivery. Below are live systems running in production today that demonstrate the pattern at work.
Replaces manual loan officer research with a sub-five-second AI lookup. Salesforce LWC and standalone PWA, one-click sync to record. Pattern transfers cleanly to support ticket deflection and in-product diagnostic tooling.
Multi-photo contract scanning with Claude Vision, risk scoring, branded PDF exports, Stripe billing. End-to-end product proof of AI document processing, the same engine pattern that powers modern in-product guidance and support diagnostics.
End-to-end productized delivery: intake form to site generation to deploy, 7 templates not locked to vertical, color picker for accent overrides, AI scouting reports. Proof of moving Professional Services beyond bespoke into repeatable, scalable templated frameworks.
Custom Metadata Type drives a dynamic LWC form with 37 case fields, auto-generated PDF quotes, one-click email approve and decline buttons. Replaced scattered email chains. Same architectural pattern works for in-product configuration and contextual guidance at scale.
Scans Account, Lead, Contact, and Loan Officer for duplicates. Side-by-side cherry-pick merge, activity rollup, call history re-parenting. The kind of self-service tooling that lets the customer fix their own data without a support ticket.
Volume-based tier engine (Bronze, Silver, Gold, Platinum), automated point accrual, partner-facing Experience Cloud portal, Marketing Cloud journeys on tier and inactivity. Direct analog to customer success tiering and lifecycle automation at SaaS scale.
Continuous credentialing across the platform stack, with Loyalty Management as the most recent specialty.
Open to fully remote. Excited about the chance to bring a builder-leader to the VP of Technical Services seat at CaptivateIQ.