What changes as Customer Success grows

You've outgrown your customer operating model.

CSMs are managing customers of every size and stage. Onboarding competes with adoption and renewals. Segmentation, ownership and playbooks haven’t kept pace with growth.

You don't have the visibility you need.

Usage, adoption and value realization are hard to see or measure. There’s no clear source of truth for TTV, GRR or NRR. That makes it harder to see renewal risk, prove ROI and identify expansion opportunities.

The way the work gets done needs to change.

Reactive and proactive work are blurred. The tech stack creates work instead of removing it. Too much work still needs to be automated. And the division of work between humans and AI needs to be rethought.

I’ve built customer organizations at every stage.

Built Customer Success from 2 to 250+ across four offices as the company grew from $20M to $500M in revenue through IPO.

Unified fragmented Customer Success, Support and Operations teams into a single global operating model supporting $200M in revenue through IPO.

Led Sales and Customer Success as CCO, transforming founder-led selling into a repeatable enterprise GTM model and redesigning the organization, roles, processes and operating cadence.

Advising founders and customer leaders on Customer Success strategy, operating models and organizational design.

What clients say

“Jami is professional, approachable and highly passionate about her work. She dedicates her time and energy to developing leadership teams to their fullest potential. She gave our leaders the tools to develop their teams in engaging and exciting ways. Her workshops made a positive impact and created a common language for us to build on. I would highly recommend partnering with Jami on leadership & manager development.”

Stacy Brown-Philpot

Former CEO • TaskRabbit

“I've made two C-suite transitions with Jami in my corner — from VP to Chief Customer Officer, then to Chief Revenue Officer during one of the most difficult business environments of the past decade. Each time, she helped me navigate not just the organizational complexity but the personal demands of stepping into a role I'd never done before. I've worked with a lot of coaches. Jami is the only one I've kept coming back to.”

Rosie Roca

Founding Member & Investor • CS Angel

“Jami is a true unicorn in the field—exceptional as both a leadership coach and a top CS expert. Her unparalleled expertise brings tremendous value, drawn from real-world experience and insightful consultancy. Whether it's navigating organizational change, delivering targeted manager training, or filling leadership gaps, Jami's knack for asking the right questions transforms thinking and fosters authentic growth. She's been an invaluable asset to my team and me. If you're looking to elevate your leadership and organization, Jami is the gold standard.”

Lyndsay Erickson

Former SVP Customer Success • Juniper Square

Ready to build the customer organization you need?

Let's talk about where you are, what's changing, and what you need next.

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