Your support team sits on the most trusted customer relationship in your company. But instead of driving retention and expansion, they're stuck firefighting tickets while leadership questions the budget.
I help growth-stage B2B SaaS companies transform their support operations into a measurable source of revenue impact.
Most support leaders know something's wrong. Trial users churn before experiencing value. New hires take forever to become useful. Leadership treats support as overhead.
What's harder to see is how these problems connect. Customer experience friction drives unnecessary support volume. Undertrained reps can't guide users to value. Support insights never reach product. And without metrics proving revenue impact, the cycle continues.
The result? Revenue leaks across your entire customer journey, from trial through expansion, and nobody can point to exactly where or why.
Trial users churn before experiencing value
New hires take months to become useful
Support insights never reach product
Leadership sees support as overhead, not revenue
I work with support leaders to build integrated systems that address both sides of the problem: the customer experience friction that creates unnecessary volume, and the support operations that should be catching revenue opportunities.
Faster time to value. Less friction. Clear paths forward instead of dead ends.
New hires reach independence 40–50% faster. Senior reps stop drowning in training. Career progression becomes visible.
Metrics that prove support's contribution to retention and expansion. A seat at strategic conversations. Budget discussions based on impact, not headcount.
This work fits best with growth-stage B2B SaaS companies where:
If you're nodding along, we should talk.
I spent a decade building and fixing support operations at B2B SaaS companies. I've lived the problems you're facing: new hires who take a year to become useful, senior reps burned out from constant training, leadership who can't see support's value beyond ticket counts.
Along the way, I noticed something. The companies that struggled weren't failing at individual things. They were missing the connections between things. Customer journey friction created support volume. Slow rep development meant problems never got solved properly. And without metrics tying support to revenue, the whole function stayed invisible.
Now I help support leaders fix the integrated system, not just the symptoms. I combine hands-on operational experience with proven frameworks from McKinsey, Gartner, and Bain, adapted specifically for B2B SaaS at the growth stage.
I'm based in Utah's Silicon Slopes and work with B2B SaaS companies nationwide.
Every touchpoint gets evaluated for whether it respects or wastes customer time. Support data reveals UX problems before they show up in churn metrics.
Stop competing for rare "experienced" candidates. Build systems that develop expertise from aptitude and communication skills. Suddenly your talent pool is 10x larger.
Train reps to recognize expansion opportunities while staying customer-focused. The moment support becomes sales, you lose the trust that makes this work.
A 10-week engagement that fixes customer journey friction and builds scalable support systems.
Most consultants optimize support OR improve customer experience. This program does both, because they're inseparable.
We map where customers lose time and trust across trial, onboarding, and post-sales. Identify which friction points create unnecessary support volume. Quantify the revenue opportunity from fixing each one.
We build competency-based onboarding that cuts time-to-independence by 40–50%. Implement peer mentorship that takes pressure off managers and creates career progression. Design documentation and communication standards that scale.
We create metrics that prove support's impact on retention and expansion without turning reps into salespeople. Build feedback loops between support and product. Give you the data to have different conversations with leadership.
The program runs approximately 10 weeks, structured around your team's capacity. We start with discovery and strategic foundation, then move into integrated implementation. There's a natural checkpoint partway through to make sure we have organizational alignment before building systems.
All work happens in focused working sessions, typically 60–90 minutes. We build systems collaboratively so your team understands and owns them. When we're done, you have everything you need to operate and evolve independently.
Based on industry research and my experience implementing these approaches:
I'm currently working with a small number of founding clients to build case studies. If you're interested in being part of that, let's talk about what that looks like.
Not sure if it's the right fit? That's what discovery calls are for. No pressure, just an honest conversation about your situation and whether this approach makes sense.
The best way to figure out if we should work together is a conversation. No pitch deck, no pressure. Just a straightforward discussion about what you're dealing with and whether my approach makes sense for your situation.
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