Customer Success Leadership · AI Strategy · Enterprise Transformation
Customer success and services leader with 15+ years building high-performing teams, driving enterprise-scale transformation, and turning complex technology into lasting business value. LinkedIn's Global Services Professional of the Year.
Read more →I build teams, systems, and cultures that make enterprise technology actually work — for the customers using it and the organizations selling it.
As a Team Lead and Principal Implementation Consultant at LinkedIn, I lead a team of six across the East region while running cross-functional programs that reach 400+ sellers and GTM executives globally. My work sits at the intersection of customer success leadership, change management, and AI strategy — specifically designing programs that drive adoption at scale and building the playbooks, tools, and enablement infrastructure behind LinkedIn's highest-stakes enterprise pilots.
I was named LinkedIn's Global Services Professional of the Year — selected from a field of 300+ — for driving transformation across three simultaneous org-wide initiatives: rebuilding the global Pilot Review system (saving 4,000+ hours annually), leading the AI Taskforce that equipped 80+ employees with Copilot workflows, and spearheading a critical Salesforce-to-Dynamics migration ahead of schedule. These aren't side projects — they run alongside a full customer portfolio and a direct-report team.
Before LinkedIn, I built the customer success function at WeDidIt from a living room with four co-founders to a 20-person Brooklyn office, growing ARR from zero to $5M and reducing annual churn from 85% to 10%. I've been doing this — building, leading, and scaling — since before it had a name.
Alongside my LinkedIn role, I founded MDS AI, a boutique consultancy bringing enterprise-grade AI strategy to small businesses and independent professionals who typically can't access it.
Lead the East region IC team across recruiting, onboarding, coaching, performance reviews, and promotions — while simultaneously running org-wide strategic initiatives that have redefined how LinkedIn's Global Services organization operates. Named Global Services Professional of the Year (top of 300+) for sustained impact across three major transformation programs delivered concurrently with a full customer portfolio.
"Mark exemplifies what it means to lead with clarity, impact, and values. His work has saved thousands of hours, aligned teams across functions and geos, and equipped LinkedIn to lead in an AI-first world."
— Award Nomination, LinkedIn Global Services Professional of the YearFounded a boutique AI consultancy to bring enterprise-grade AI strategy to small businesses, financial advisors, and real estate professionals. Translates 15 years of change management and enterprise enablement expertise into practical, measurable outcomes for non-technical audiences.
Founding member of LinkedIn's Global Pilot Consulting team. Built the methodology, playbooks, and delivery standards that became the foundation for a 25-person global practice. Achieved 100% pilot renewal rate. Selected for EmergeIn — LinkedIn's global leadership development program, 1 of 100 employees chosen worldwide.
Managed a portfolio of enterprise accounts across professional services, financial services, and pharma — verticals that are now formalized practices within LinkedIn. Exceeded churn and engagement targets year over year. Promoted at every review cycle. Served as strategic advisor to traditional industries navigating major platform transformation.
Top-performing CSM for 7 of 8 quarters by quota attainment — a combined measure of renewal, churn reduction, and expansion, targeting 1.2x the prior year's ARR across each book of business. SaaS API advisor and certified Google and Slack administrator.
Joined as one of four co-founders in a living room. Left a 20-person company with a DUMBO office and $5M ARR. Built the entire client success function from scratch — every process, every hire, every playbook. Reported directly to the CEO on ARR, customer needs, and product strategy.
AI is not a side interest — it's where my leadership is most active right now, both inside LinkedIn and through MDS AI. I've been an early practitioner, a formal taskforce lead, and a practitioner-turned-teacher.
Interested in AI strategy for your team or business? MDS AI works with organizations at any stage of the AI adoption journey.
Visit mds-ai.com →Running is central to how I operate — at peak I log around 40 miles a week, with at least one marathon a year. I served as a board member and run leader for North Brooklyn Runners, a 2,000-member non-profit, and as a volunteer running guide for Achilles International, working with visually impaired athletes. Currently rehabbing an Achilles injury while staying fit through cycling and lifting.
I play drums, write songs, and direct music videos with The Love Ways. Music has been part of my life since I was a kid in London — I double-majored in it at Wheaton, earned a Level 8 Music Certification at ACS Cobham, and played in bands throughout my teens. Creativity is how I stay balanced.
I live in Warwick, NY with my wife and growing family. After years in Brooklyn, we moved to the Hudson Valley and haven't looked back. Half American, half British — schooled in London, studied in Cork — I've always felt most at home somewhere in the middle of the Atlantic.
Beyond the running community, I've volunteered with NYC Cares since 2019. I lead diversity roundtables as a LinkedIn Allyship Ambassador and facilitated cross-business inclusion programming. Coaching matters to me — I've helped people with no prior tech experience build careers in SaaS, and that's some of the work I'm most proud of.
Whether you're exploring a leadership hire, interested in AI strategy, or just want to connect — I'm always open to conversations with people doing interesting work.