Jonathan Moss

Experity

Leading a team of senior Growth, GTM and Data leaders focused on establishing new growth vectors, building go-to-market strategies for the established and new business, and optimizing the system (data, process, and technology) that underpins the revenue machine. 

2024 results: 
↳ Grew top and bottom line by double digit % (first time in since 2021)
↳ Exceeded annual plan in revenue and EBITDA 
↳ CAC payback <12 months 
↳ LTV/CAC 5:1 
↳ Increased volume and conversion rates at every stage of the bowtie while decreasing sales cycle time across all product and service mixes 
↳ Reduced time to install by 2.5x 
↳ Reduced churn by 50%
↳ Launched 2 new revenue streams 

My teams are responsible for the following: 

Growth: establish growth vectors (e.g. adjacencies, new categories, product innovation), build out a 0 to 1 business within our incubator, and launch go-to-market 

Go-to-Market Strategy & Planning: planning and execution to accelerate durable growth across our platform of products/services 

GTM Operations: building, managing, and optimizing our GTM system that underpins our revenue factory. 

AI: building and implementing AI strategies across the GTM team, product and service lines. 

Data: structuring, aggregating, analyzing and providing insights for the GTM teams that drive our strategic decisions and operations. 

Revenue Enablement: accelerating employee productivity and knowledge across all GTM teams.

EVP - Growth, GTM Strategy and Operations

Established and lead the Executive AI committee comprising CTO, SVP of Strategic Partnerships, Chief Medical Officer and SVP of Technology. 

Implemented 5 AI initiatives 
2024/2025 roadmap for 10+ initiatives

Executive Chair - AI committee

OpenAI

Forum Member

Pavilion

Co-Chair AI in GTM

Executive Member

Winning by Design

Revenue Architect & GTM Ambassador

AI Business Network

Co-Founder

MetaVRse

✅ 140+ Metaverse / Web3 Products and Projects 

🌎 9 World-Firsts

💻 1 Award-Winning, Proprietary 3D Creation Platform (Metaverse, Web3)

👩‍💻60k+ Creators

♟️Established strategic partnership with Microsoft

Founding Team, Executive Board Member & Strategic Advisor

Led global vision, strategy, and execution for all facets of revenue generation, go-to-market, operations, customer success and product management within a high growth technology industry.

🚀Launched the Metavrse Engine from stealth April 2020 including SaaS and professional services. 

✍️Negotiated and Signed deals with Siemens Healthineers, Samsung, MasterCard, JP Morgan and other Fortune 500 companies. 

📚$2M+ booked revenue in the first 12 months. 

♟️Established strategic partnerships including NVIDIA, Qualcomm, EPIC Games, Meta (formerly Facebook), and Autodesk. 

🛣️Developed product roadmap with feature prioritization, UX/UI design, and technical integrations.

Chief Revenue Officer (CRO)

Booster

Booster is a clean technology company that provides mobile energy delivery, including renewable and sustainable fuels, through its marketplace. 

🛠️ Elevated go-to-market strategy, built the revenue engine and led sales team that secured $56M in bookings with 79% net revenue growth and 215% Enterprise segment growth

⚙️ Implemented sales motions with aligned systems across the customer journey, automated workflows and insights that led to a 60% more outbound lead volume, 2.5x meetings, and 4.6x opportunity creation, 56 day reduction in sales cycle time, 25% conversion rates and a 45% increase in deal size

✅ Transformed top of funnel strategy through diversification of marketing channels and building infrastructure which led to 10x inbound lead volume accounting for 30% of new business, up from 2%

🚀 Implemented Customer Led Growth strategy that led to a better customer experience, 2x faster growth and improved LTV/CAC

🤝 Series C ➡️ D Senior Leader

🎯 Built annual operating plan and forecasts (quarterly, monthly, weekly) with 96%+ accuracy  

🎙️Built brand and content strategies that elevated Booster to over 60%+ Share of Voice and 90%+ positive Brand Sentiment

🚀 Launched platform business (including a marketplace) with complete P&L ownership

📈Grew platform from $0 to $6M+ in ARR since launching in December 2022

🔋Built partnerships that enabled Infrastructure as a Service for EV Charging, Hydrogen, LNG, and CNG delivery 

🚚 Drove product roadmap strategy that allowed for mixed energy fleets to manage energy consumption, vehicles insights and payments for both sides of the marketplace 

📍Developed geo-spatial models and algorithms for route and location based density to enable effective dynamic pricing, sales and marketing prioritization

💰Developed pricing strategy transitioning legacy margin model to a product (SaaS) and services (Consumption) model

Vice President - Revenue & Revenue Operations

REEF

REEF is a technology company that transforms urban real estate into thriving mobility and logistical hubs via a marketplace.

🎯 Led GTM strategy and execution across sales, revenue operations, and customer success that secured $70M in new bookings and expansion that increased revenue from $30M to $100M+ throughout the United States, Canada, and Europe.

⚙️ Implemented sales process with aligned systems across the customer journey, automated workflows and insights that led to a 36 day reduction in sales cycle time, 40% increase in conversion rates and a 25% increase in deal size.

📱Developed and implemented product led growth strategies that led to a 3x revenue growth expansion from the demand side of the marketplace.

⛓️Interconnected and consolidated technology stack to increase efficiency and efficacy across marketing, sales, and customer success (Salesforce, ZoomInfo, Marketo, LinkedIn Sales Navigator).

Executive Vice President - Revenue & Global Revenue Operations

OYO USA

OYO is a global travel technology company that connects guests to owner-operators via a marketplace. It offers full-stack hospitality software and revenue management solutions to hotel owner-operators.

🎯 Led strategy and execution for go-to-market, revenue operations, and sales training that led to growth from $17M to $200M throughout the United States, Canada, and India.

📈Developed and implemented product led growth strategies that led to a 2x revenue growth and 3x margin expansion from the demand side of the marketplace.

🛣️ Create and maintain data and insights across the entire customer journey that increased direct sales close rate by 2.5x, increased deal size by 50% and decrease sales cycle by 45 days.

⛓️ Interconnected and built the sales tech stack to align with the customer journey and automated work flows to drive 2x sales efficiency and efficacy.

Vice President Revenue Operations & Enablement

T-Mobile

A demonstrated record of success and achievement, marked by a promotion to a position of increased influence, authority, and accountability. Fulfilled a critical role building and executing strategies to govern sales, communication, and training professionals in franchise stores, small business team, national retail team, and in Direct to Consumer teams encompassing over 40,000 individuals responsible for 80% of all revenue. Maintained accountability for $25M in P&L.

•Supervised a 190-person team engaged in sales enablement, learning (e.g. in-person, virtual, eLearning, and AR/VR), strategy/planning, sales tech stack, process design, LMS, other Learning technology and communication tools. 

•Recognized for Performance (Top 5%)

•Successfully accelerated the ramp-up period for new sales personnel from six months to one month, as measured by five key performance metrics - New Customer Acquistion, Renewal Rate, Average Revenue Per User, Value Added Service Attach Rate, and Emerging Product Attach Rate.  

•Positioned the company to be listed in the Great Places to Work list for 2018 to 2019.

•Sparked a 25% increase in revenue per subscriber as a result of training programs for existing sales representatives, improving their ability to promote and secure agreements for products, services, and accessories.

•Developed quantitative and qualitative analytics and dashboards to measure sales intelligence, performance, deal/funnel intelligence, and trainer performance across 40,000 employees. 

•Scope of training curricula and collateral spanned New Hire, Management Fundamentals, Advanced Leadership Programs, Behavioral Skills Workshops, Gamification, and over 250 sales and leadership videos.

•Recognized as the first training team in the world that formed a co-development partnership with the Apple Master’s Program.

Senior Director Sales Enablement | Learning

Responsible for operations encompassing 15,000 employees and 8,000 points of distribution across 22 states, representing $14B in revenue. Directed teams engaged in Go-To-Market strategy, Communications, Retail Technologies, Customer Support & Success, Performance/Competitive Analytics, Workforce Planning, Facilities and Distribution strategy.

•Developed operational and customer success strategies that led to $825MM increase in profit and 2,100 basis points in NPS.

•Executed over 20 go-to-market projects with budgets in excess of $10MM.

•Led Go-To-Market and Operational implementation of new channels including Direct to Consumer, Uber, Walgreens, and AAA. 

•Managed $1B+ budgets for labor, facilities, service and repair centers, new store builds, remodels, and equipment.

•Developed automated dashboards for 40+ operational and customer experience metrics with tangible costs and actions. 

•Implemented a variety of technology solutions to assist the sales, operations and customer support teams, including intelligent process automation, digital chatbots, Microsoft Office 365, Salesforce, and a number of SaaS tools.

Director Multi-Channel Sales Operations

Turning GTM into a revenue factory through recurring impact & helping GTM leaders do the same | GTM Executive leveraging AI ✨ | Keynote Speaker & Advisor | Podcast 🎙️ Host |

You know how companies either burn a ton of cash trying to scale or hit a growth ceiling they just can’t break through?

What I do is step in, audit their GTM strategy, financials, and operations, and then engineer a smarter, more scalable system (typically including AI). Whether that’s digitizing their physical business, refining their go-to-market motion, or unlocking new revenue streams, I build the strategies and systems that fuel sustainable, high-impact growth.

Companies I’ve worked with have seen a median growth rate of 87%

My journey has given me diverse experiences across many different industries, business models, products, and functions at different scales. 

➡️ Experience across multiple industries including Software (SaaS), Healthcare, Retail, Real Estate, Hospitality, Transportation/Logistics, Telecommunications. 

🚀 Company Stages: Venture Capital, Private Equity, and Bootstrapped at Pre-Revenue, Seed, Series A, Series C, Series D, Publicly traded 

💵 Investment Partners: Sequoia, Lightspeed, Madrona, GTCR, Warburg Pincus, Mubadala Capital, AirBnB, Microsoft, JP Morgan, UBS Asset Management, Softbank and JC2 Ventures 

💰Company Revenue: $0-$15B (87% median growth rate; over $1B of capital raised)
     👉 $0-$6M+
     👉 $0-$7M+
     👉 $17M-$200M+
     👉 $30M-$100M+
     👉 $80M-$150M+
     👉 $165M-$260M+
     👉 $190M-$2XX (Current role)
     👉 $13B-$15B+

📍Geographies: North America, LATAM, EMEA, and APAC

✅ Team Size: 1-200

🤓 Experience
👉 AI: 6+ years     
👉 GTM: 20+ years
     👉 Sales: 12 years (B2B); 10 years (B2C)
     👉 Revenue Operations: 13 years
     👉 Customer Success / AM: 9 years
     👉 Product: 9 years
     👉 Revenue / Sales Enablement: 5 years
     👉 Marketing / Demand Generation: 3 years
     👉 Business Development/Partnerships: 3 years

Healthcare should work like everything else in our lives — convenient, transparent, and built around the people it serves.

That's what we're building at Experity: a patient experience that feels less like navigating a system and more like having a concierge. 

On-demand access. 

Digital-first workflows. 

Intelligent connections between care moments. 

And critically, less administrative burden on the clinicians who make it all possible.

Our new partnership with Amazon Pharmacy is a perfect example of this vision in action. 

Patients walk out of an urgent care visit and get their prescriptions delivered fast, with full pricing transparency. 

No extra trips. 

No pharmacy lines. 

Just care that continues seamlessly after the visit ends.

This is what modern healthcare should feel like.

...and this is only one of many things we are doing to solve these problems. 

Tanvi Patel Tara DellaVecchia Kevin Clarke

Congrats to Amanda, Katie and the 1mind team for their Series A raise! 

Watching them build “always-on, infinitely knowledgeable” AI employees that anyone can access.

The implications are massive - not just for how we structure teams, but for how we think about deploying AI agents across the organization.

This is fundamentally rethinking what work gets done by humans vs. agents, and how org structures evolve when knowledge and capability can be instantly accessible to everyone.

Excited to see the evolution of 1Mind and what this team does!

A lot of people think they are behind in AI deployments based on the LinkedIn and X messages giving them FOMO. 

Let me bring some light to the situation so you don’t get a false narrative from the algorithms. 

If you aren’t experimenting daily/weekly, you are behind. 

If you haven’t deployed AI or agents at scale yet, you aren’t behind yet. 

Most deployments fail. Why? 

Data is messy. 

Most processes aren’t documented properly. 

Change management with people is hard. 

This is why you aren’t behind. 

You have do the unsexy and hard work first and then you will get success from your AI and agent deployments. 

Take your time, do it right, and you will get the outcomes you are needing. 

We see this in real life and through published research. 

Share your story of successful or unsuccessful AI deployments. Here to help and learn.

Same market. Same physics. Different systems.

Over a century ago, Amelia Earhart flew by the same laws that govern flight today... lift, drag, thrust, gravity. 

But we're flying 100x faster now. Not because the physics changed.

Because the systems evolved.

That's where GTM is right now.

You've probably seen the chart showing where we missed the pivot. 

The one that makes your stomach drop a little. 

That red zone between 2020-2023 where everyone should've been building different but kept throwing bodies at growth problems instead.

Capital was cheap. Risk-taking was even cheaper. So we hired early-career SDRs, AEs, and CSMs. 

We brute-forced our way to pipeline with headcount. 

We measured productivity per person.

And honestly? It worked. Until it didn't.

Now capital scarcity is forcing something we should've done years ago....operational efficiency. 

But here's what nobody's saying out loud: this isn't just about doing more with less.

It's about fundamentally rethinking the infrastructure.

The shift from SaaS-native to AI-native isn't a feature update. 

It's a systems overhaul.

Think about what changed from 2008 to 2023: 
→ People were the compound growth lever 
→ Hired fast, trained faster, measured activity 
→ Success = bodies in seats generating pipeline

But look at 2023 forward: 
→ Systems become the compound growth lever 
→ Low-cost intelligence via LLMs 
→ Success = growth loops built on usage data, not headcount

Here's what we're seeing:

→ Data becomes the moat, not messaging: Your CRM is full of signals about what actually works. Most companies ignore this goldmine and keep running the same plays.
→ Growth loops replace growth hacks: Product usage feeds GTM intel. GTM intel feeds product improvements. It's circular, not linear.
→ AI isn't a feature, it's the foundation: You don't bolt AI onto your existing process. 

You rebuild the process around what AI makes possible.

Look, I get it. This feels scary. Changing systems while you're flying the plane? 

That's not a metaphor—it's literally what we're all doing right now.

But the physics haven't changed. 

Customers still need solutions. 

Problems still need solving. 

Value still needs creating.

What's changing is how efficiently we can do it.

The companies that figure this out are the ones that build AI as infrastructure instead of just another tool. 

Those are the ones that'll be flying 100x faster while everyone else is still trying to hire more pilots.

Thanks Jacco for bringing forward the amazing research and POV on GTM in the AI era! 

Happy to be on the journey with you as an Ambassabor for Winning by Design and Founding Member of the Growth Institute.

Hope everyone had an amazing holiday, I took some time off and disconnected, hope you did as well. A lot happened and I am going to share thoughts on it all this week, plus some expansive thoughts on AI-native GTM. 

But first.. let's get into some of the things that happened over the last week or so. 
 
Meta just gave ChatGPT, Copilot, and Perplexity their eviction notice from WhatsApp Business API. Wonder if ChatGPT group chats accelerated this.. 
 
Official reason: "Business API is for transactional messaging, not AI assistant distribution."
 
Real reason: Meta wants Meta AI to own the playground.
 
Think about that.
 
This isn't a WhatsApp problem. It's a "building on someone else's rails" problem.
 
→ Meta wants Meta AI 
→ Google wants Gemini everywhere  
→ Microsoft wants Copilot in everything
 
That brief magical period where AI assistants could meet customers wherever they were? It's ending faster than anyone expected.
 
What does this mean for your GTM org?
 
If you're using AI chatbots on third-party platforms for customer conversations, you've got three immediate problems:
 
→ Platform risk you can't control. That Slack integration, that LinkedIn automation, that WhatsApp bot—they can all disappear with 90 days notice. Your workflows, your data, your customer relationships. Gone.

→ Data you can't move. Most of these integrations don't let you export conversation history. When the platform pulls the plug, you're starting from scratch. Every insight, every customer interaction, every qualification step—locked in someone else's system.

→ GTM strategies built on borrowed time. If your outbound motion, your customer success workflows, or your sales enablement depends on tools you don't control, you're one terms-of-service update away from scrambling.
 
The companies winning right now? They're building AI on infrastructure they own, and integrating strategically where it makes sense. But they never confuse the two.
 
The question for every GTM leader:
 
Where are you building your AI integrations?
 
Because if the answer is "on platforms we don't control," you need to answer three more questions:
 
1. What happens when they change the rules overnight?
2. Can you actually migrate your customer data if you need to?
3. Who owns the conversation history with your customers?
 
The pattern here is old. The speed is new.
 
Every platform eventually prioritizes its own ecosystem. MySpace did it. Facebook did it. Twitter did it.
 
But the AI platforms are doing it in months, not years.
 
My take:
 
Build where you own the rails. Integrate where you don't. But never confuse the two.
 
And if you're relying on third-party AI integrations for customer conversations? Audit that data portability. Today.
 
Because the walls are going up faster than anyone thought possible.

MCP has been live for a year.

Most GTM leaders still have no idea what it means for them.

That's about to change.

Anthropic just showed why Model Context Protocol with code execution is the infrastructure shift everyone's been sleeping on.

𝗛𝗲𝗿𝗲'𝘀 𝘄𝗵𝗮𝘁'𝘀 𝗵𝗮𝗽𝗽𝗲𝗻𝗶𝗻𝗴:

Since November 2024, developers have been building on MCP. Thousands of integrations. Every major programming language. The protocol is becoming the standard for connecting AI to tools and data.

But here's the problem most companies are hitting right now.

𝗬𝗼𝘂𝗿 𝗔𝗜 𝗮𝗴𝗲𝗻𝘁𝘀 𝗮𝗿𝗲 𝗳𝘂𝗻𝗱𝗮𝗺𝗲𝗻𝘁𝗮𝗹𝗹𝘆 𝗶𝗻𝗲𝗳𝗳𝗶𝗰𝗶𝗲𝗻𝘁

Every time your AI needs to access Salesforce, check HubSpot, pull from Drive, send a Slack—it's reading every instruction manual first. Then manually copying data between systems. Word by word.

Not slow. Broken.

Most teams added MCP integrations and wondered why everything still felt sluggish.

𝗧𝗵𝗲 𝗯𝗿𝗲𝗮𝗸𝘁𝗵𝗿𝗼𝘂𝗴𝗵 𝘁𝗵𝗮𝘁 𝗷𝘂𝘀𝘁 𝗱𝗿𝗼𝗽𝗽𝗲𝗱

Code execution with MCP changes the entire game.

Instead of AI following instructions, it writes code.

The numbers are wild

Before: 150,000 tokens processed just to access your tools

After: 2,000 tokens to run the same workflow

That's 98.7% reduction in processing. 75x faster. 75x cheaper.

Same task. Different architecture.

𝗪𝗵𝘆 𝘁𝗵𝗶𝘀 𝗺𝗮𝘁𝘁𝗲𝗿𝘀 𝗳𝗼𝗿 𝗚𝗧𝗠

Remember when you tried connecting your entire tech stack... Salesforce, Gong, calendar, Drive, Slack, data warehouse... and it didn't work well?

Code execution fixes that.

You can finally run complex workflows that actually work

"Pull this week's calls from Gong → identify pricing objections → cross-reference closed-lost in Salesforce → draft personalized responses → send to reps in Slack."

Used to crash halfway through. Now runs in 2 minutes.

𝗧𝗵𝗲 𝗽𝗮𝗿𝘁 𝘁𝗵𝗮𝘁 𝗰𝗵𝗮𝗻𝗴𝗲𝘀 𝗲𝘃𝗲𝗿𝘆𝘁𝗵𝗶𝗻𝗴

Your AI saves its own workflows.

First time it analyzes competitor mentions, it figures it out. Every time after, it just runs the saved playbook. Your AI gets better at YOUR specific business. Not generic tasks.

𝗧𝗵𝗲 𝗮𝗱𝗼𝗽𝘁𝗶𝗼𝗻 𝗰𝘂𝗿𝘃𝗲 𝗶𝘀 𝘀𝗵𝗶𝗳𝘁𝗶𝗻𝗴

MCP launched a year ago. Code execution just showed why it matters.

Most GTM teams are still treating AI like fancy ChatGPT... one task at a time, slow, expensive, breaks on complexity.

The companies that win will be the ones whose AI actually scales across their full tech stack. 

Fast. Reliable. At cost that makes sense.

That infrastructure just became real.

𝗪𝗵𝗮𝘁 𝘄𝗼𝗿𝗸𝗳𝗹𝗼𝘄 𝗵𝗮𝘃𝗲 𝘆𝗼𝘂 𝗯𝗲𝗲𝗻 𝗮𝘃𝗼𝗶𝗱𝗶𝗻𝗴 𝗮𝘂𝘁𝗼𝗺𝗮𝘁𝗶𝗻𝗴 𝗯𝗲𝗰𝗮𝘂𝘀𝗲 𝘆𝗼𝘂𝗿 𝗔𝗜 𝗰𝗼𝘂𝗹𝗱𝗻'𝘁 𝗵𝗮𝗻𝗱𝗹𝗲 𝗶𝘁?

OpenAI is coming for where you work today, the browser. 

They bought Sky , which builds browser-based AI agents that sit 𝘪𝘯𝘴𝘪𝘥𝘦 the tools your team already uses.

And they dropped Atlas - their new "AI teammate" that can browse the web, fill forms, and execute workflows autonomously.

Connect the dots:

→ ChatGPT already has 800M+ weekly active users 
→ Sky's tech lets AI operate directly in browsers 
→ Atlas can now execute tasks across web applications 
→ Your CRM, your outreach tools, your data entry... all vulnerable

𝗧𝗵𝗲 𝗽𝗹𝗮𝘆 𝗶𝘀𝗻'𝘁 𝘀𝘂𝗯𝘁𝗹𝗲:

Phase 1: Get everyone dependent on ChatGPT for thinking 
Phase 2: Acquire the tech that lets AI act in their workspace 
Phase 3: Launch agents that can 𝘥𝘰 the work, not just suggest it 
Phase 4: Own the entire workflow from insight to execution

Your sales team uses Salesforce? Atlas can update it. 
Your SDRs use Outreach? Atlas can send sequences. 
Your ops team does data entry? Atlas can handle spreadsheets.

This isn't about making your team more efficient.

𝗜𝘁'𝘀 𝗮𝗯𝗼𝘂𝘁 𝗢𝗽𝗲𝗻𝗔𝗜 𝗯𝗲𝗰𝗼𝗺𝗶𝗻𝗴 𝘁𝗵𝗲 𝗶𝗻𝗳𝗿𝗮𝘀𝘁𝗿𝘂𝗰𝘁𝘂𝗿𝗲 𝗹𝗮𝘆𝗲𝗿 𝗯𝗲𝘁𝘄𝗲𝗲𝗻 𝘆𝗼𝘂𝗿 𝘁𝗲𝗮𝗺 𝗮𝗻𝗱 𝗲𝘃𝗲𝗿𝘆 𝘁𝗼𝗼𝗹 𝘁𝗵𝗲𝘆 𝘁𝗼𝘂𝗰𝗵.

And here's the brutal truth nobody wants to say out loud:

Most AI companies spent 2024 building point solutions - better email writers, smarter dialers, faster research tools. 

OpenAI is positioning itself to make a lot of point solutions obsolete by owning the execution layer itself.

The question isn't whether your tools will integrate with OpenAI's agents.

The question is whether your tools will even matter when those agents can operate through a browser better than your team can.

We're not in the "AI features" era anymore.

𝗪𝗲'𝗿𝗲 𝗶𝗻 𝘁𝗵𝗲 "𝗔𝗜 𝗶𝗻𝗳𝗿𝗮𝘀𝘁𝗿𝘂𝗰𝘁𝘂𝗿𝗲" 𝘄𝗮𝗿.

And OpenAI just fired the first real shot at the application layer where revenue teams actually live and work.

How are you rethinking your tech stack?

OpenAI is going after so many places right now to before the de facto interface for consumers…

Group chats in ChatGPT are now piloting in Japan, New Zealand, South Korea, and Taiwan.

A new way to collaborate with friends, family, or coworkers and ChatGPT in the same conversation.

WDYT?

graphical user interface, text, application, chat or text message

I used ChatGPT Voice to prep my AWS re:Invent presentation and interview.
 
Walking around my hotel. Inside. Outside. Hands-free. No typing. No switching screens.
 
I've been obsessed with conversational UX/UI since before it was cool.
 
My thesis: Voice is how humans naturally communicate. So voice will become how we interact with computers.
 
Not as a novelty. As the primary interface.
 
I now talk to my computer and phone about 80% of the time instead of typing.
 
Not because I'm trying to be futuristic. Because it's faster. More natural. Less friction between thought and action.
 
And what ChatGPT just shipped? Validation that this shift is real.
 
Voice is now just... part of the conversation. No toggle. No separate mode. You talk. Text appears. You see images, maps, code—all while speaking.
 
Mobile. Web. Everyone. Right now.
 
Here's what I actually did:
 
Presentation tomorrow. High stakes.
 
I opened ChatGPT and just... talked. While walking around the hotel. Through the lobby. Outside. Back to my room.
 
"Help me practice my presentation."
 
Then I delivered my intro. Out loud. Moving. Like I would on stage.
 
ChatGPT listened. Analyzed. Gave me specific feedback: 
→ "Your hook is strong but arrives 30 seconds late" 
→ "You used 'basically' three times in 90 seconds" 
→ "Your transition to the data point needs more punch"
 
Then we iterated. Live. Conversationally. Like having a coach beside me.
 
This isn't about voice recognition getting better.
 
It's about eliminating the cognitive load of interacting with technology.
 
What's different now:
 
Before: "Hey Siri, SET TIMER for 10 minutes" (command) 
Now: "I need to prep for a meeting in about 10 minutes" (intent)
 
The computer figures out what you need.
 
This is about eliminating context switching in the workflow that matters most.
 
Current reality:
 
A rep has a call in 12 minutes with a VP of Sales at a $50M ARR company.
 
They need to: 
→ Pull up account history
→ Review past conversations 
→ Check recent company news 
→ Find relevant case studies 
→ Draft discovery questions 
 
Five tools. Four logins. Twelve minutes.
 
That rep walks into that call underprepared. Every. Single. Time.
 
Now imagine this:
 
11 minutes before the call, they open one interface and just... talk:
 
"What do I need to know about Acme Corp before my call with their VP of Sales?"
 
And they get—while putting on their headset—account context, recent news, suggested questions, similar customer stories, and potential objections.
 
No tabs. No logins. No mode switching.
 
The best GTM tool isn't the one with the most integrations.
 
It's the one that disappears into the flow of actual selling.
 
For the last decade, we've built GTM tech like this:
 
"Here's a dashboard for analytics. Here's a portal for content. Here's a tool for sequences. Here's another tool for intelligence."
 
The future looks like this:
 
"Just talk. We'll handle the rest."

Ceros

• Headhunted to design and establish the customer-facing teams for Ceros’ product, “MarkUp". Also tasked with developing the Ceros Customer Success strategy as part of their business transformation
• Asked to drive both Commercial and Customer Success functions across the entire 500k+ user base.
• Led a team of 6-staff (New Business Sales, Partnerships, CSMs, Support, CS Operations)
• Drove MarkUp from being a 100% freemium product to having paid offerings, resulting in $500K+ ARR and 1,000+ paying customers within 12 months of launch

Head of Commercial

Nintex

• Hired to build and grow the EMEA Customer Success Engagement Team to support the next stage of EMEA growth (Scale-up). Deal sizes range from $20k to $1m+. Verticals include FS, Manufacturing, Pharma, Government, etc. 
• Focus on retaining Enterprise customers and growing platform usage via increased adoption
• Team of 10 (CSMs & Onboarding) across London, France, Germany, Dubai & South Africa
• Accountable for a customer book size of approx. $25.5m+ ARR (high touch)
• Generated over $12M in CSQLs with an 80% closure rate within a 6 month period
• Created clear responsibilities for the Customer Success Engagement teams worldwide, as well as internal teams such as Sales, Renewals, Prof Services, Pre-sales and Support
• Personally drove adoption with customers, working with CFOs, VPs of Process Improvement and IT Directors
• Set up the global Customer Success Engagement processes to achieve a 95%+ retention rate

Director of Customer Success

Uber

• Hired to establish, scale, and operationalise products and services via Operational Excellence
•  Used methods like Lean Six Sigma, Design Sprint, and Lean Start-up to improve operations
•  Developed and implemented strategies and governance frameworks 
•  Led the Process Excellence Capability program, including scaling globally and reporting
• Developing and enhancing the delivery of training and facilitation (120+ people globally)
• Coached staff on Project Management, Change Management, Leadership and Project Execution, resulting in $16.5m (USD) ROI with $38m (USD) in the pipeline
•  Created a 3-year Process Excellence Capability strategy, aligning with organisational goals that would result in over 800 Process Excellence certified leaders worldwide, yielding >$60M (USD) ROI and >10% adoption across the business (culture)

Operational Excellence Lead

S&P Global

• Hired to enhance customer experience, employee engagement, and business results by improving decision-making and communication through Operational Excellence and Strategic Leadership.
• Asked to launch accreditation and certification programs to encourage ongoing improvement and encourage innovation within the business
• Accountable for new collaborative ways of working across the entire S&P Global Ratings business, including Executive Level leadership
• Recommended and awarded contracts for Harbinger to create online training and SA Partners to develop in partnership accreditation and Lean Six Sigma certification programs for S&P Global 
• Reviewed dataset processes and promoted a Lean-Agile, DevOps culture in IT leadership
Coached leaders to achieve $6M through a review of Operations, IT, and Data
• Designed a 3-year Operational Excellence Strategy, targeting $30m annual growth and savings, starting with $5m in year one, scaling to 5% of yearly expenses and revenue

Associate Director - Lean Management

Financial Conduct Authority

• Hired to implement business change by enhancing continuous improvement and executing operational excellence projects in the Business Technology department
• Designed a 5-year Operational Excellence Strategy integrating "Lean" and "Agile" to save £3m annually 
• Led the execution of strategy through end-to-end process improvement projects
• Trained staff  in Lean methodology for continuous improvement mindset and empowering change

Continuous Improvement Lead

Commonwealth Bank

• IC role managed all lending products within Institutional, Corporate and Investment Banking
• Maximised the Institutional lending product development with proactive strategic roadmaps 
• Ensured Institutional Lending products complied with global regulatory standards, such as Basel III
• Exceeded project goals, yielding an additional ~$10 million profit over 3-years
• Improved customer banking processes

Product Manager

• Using Lean Six Sigma methodology, ensured increased customer experience and business performance 
• Achieved significant financial benefits (> $1 million per project), 10-20% higher customer satisfaction, increased productivity, and a culture of continuous improvement
• Coached Lean Six Sigma to stakeholders at all levels, building a culture of continuous improvement 
• Managed change management to ensure program benefits were realised and sustained

PROJECT ACHIEVEMENTS:
• Global Corporate Lending: Revamped processes, freeing up frontline staff (~15%) for sales
• Retail Collections: Achieved 15-20% productivity increase in 18 months, 
• Retail Branch Network: Enhanced sales (10%), customer satisfaction (10%), and employee productivity
• Retail Direct Banking: Improved productivity (10-15%) via streamlined processes and customer service
• Institutional FX Fund Manager On-Boarding: Cut onboarding time by 50% to 2 weeks 
• Institutional Transaction Banking: $18m+ profit by cutting frontline workload and increasing sales

Process Excellence Manager

• Entry-level CS role, initially inside the bank, then promoted to head office

Client Services

A strong background in Customer Success (CS) and Operational Excellence within start-ups, scale-ups, and large corporations. At Ceros, I led the design and expansion of the Commercial and CS teams for the product “MarkUp”, which achieved over $500K ARR within a year of launch and built a paying customer base of 1,000+. At Ninex, I optimised and scaled the EMEA CS function to support the company through its hypergrowth phase from $60m to over $250m in 3 years. At Uber, my use of Operational Excellence enhanced their Global Operations, resulting in 16.5m+ ROI. An expert in optimising GTM functions, Operational Performance Management, Six Sigma, Lean, and Agile methods to drive growth

Open to UK-based and remote leadership roles in GTM, i.e., Customer Success, Commercial, and Ops and Business Transformation/Operational Excellence 

KEY ATTRIBUTES
- Coverage across the US, EMEA, LaTAm and APAC
- Proven Customer Centric, Value Delivering CS strategies that result in revenue, adoption, retention & growth
- Worked on behalf of start-up, turnaround, scale-up and corporate employers
- Outstanding Business Transformation, Change Management and Operational Excellence skills 
- Builds, Optimises and Scales for Sales, Customer Success and Operational growth
- Australian Passport Holder.  Able to live and work in the UK
 
SOLUTION AREAS
Analytics, Artificial Intelligence, Collaboration Tools, Content Experiences, Data, Design Platform, MarTech, Performance Management, Process Intelligence, Process Mapping, Process Mining, Robotic Process Automation, Workflow Automation, Finance and Banking 

COMPETITIVE LANDSCAPE
Adobe Spark & Zmags, UiPath, Appian, Automation Anywhere, Pega, K2, Kissflow, Microsoft Flow, Lyft, Grab, Bolt, Ola, GojeK, IHS Markit, Moody’s, Fitch, Dow Jones, Bloomberg, ANZ, National Australia Bank and Westpac Banking Corp.

Rhys Hillman

Non-Native AI Portcos Are Losing — And It’s Not Just Because of AI ⚠️

Most non-native AI companies aren’t losing because they lack AI features — nearly all of them have shipped something by now.

The real drag on enterprise value?
Outdated GTM, Product and Operating playbooks that haven’t evolved in a decade.

1. Same GTM motion.
2. Same pricing model.
3. Same delivery cadence.
4. Same fragile systems and data.

Meanwhile, AI-native competitors are shipping weekly, scaling faster, and resetting expectations for customers and investors.

For PE/VC-backed, non-native AI portcos, here’s where value creation is actually unlocked:

1️⃣ Modernise GTM to expand SAM/SOM
Single-threaded sales-led motions cap growth.
Shift to multi-engine GTM (PLG + SLG + Channel + AI-led workflows) to widen TAM impact and lower CAC.

2️⃣ Align the business around recurring customer value
Clear ICP, faster time-to-value, recurring impact
This is the most reliable engine for driving NRR, retention and rerating the asset.

3️⃣ Rebuild the foundations for scale
Fragmented systems, broken data and manual processes destroy EBITDA.
A clean revenue architecture and centralised data unlocks automation, velocity and operating leverage.

4️⃣ Increase delivery velocity
Speed isn’t a tech KPI — it’s a valuation lever.
Weekly cycles, faster customer feedback loops, faster monetisation, reduced value leakage.

5️⃣ Shift leadership mindset
Move from “how we’ve always done it” to AI-first, cross-functional, fast decision-making.
Execution is the differentiator. It's the moat 

Non-native AI companies can catch up, but only if they modernise the entire end-to-end business, not just bolt on AI features.

If you’re a PE/VC operating partner or C-suite leader trying to accelerate value creation, I’m happy to share what I’ve seen work across multiple transformations.

DM me or comment “GTM” and I’ll reach out 🚀 

#PrivateEquity #ValueCreation #SaaSLeadership #GTMStrategy #AITransformation #ExecutionIsKing #OperationalExcellence #PortfolioCompanies

PE/VC l Value Creation l GTM l Ops l Business Transformation Leader

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Rhys Hillman

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Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Jonathan Moss's LinkedIn Performance

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Performance ScoreJonathan Moss's LinkedIn Performance