Elevate your customer success organization, amplify your success

Strategically designed customer success organizations don’t happen by chance. Elevate and optimize every aspect of your customer success ecosystem, from department design to account segmentation, workflows, and beyond.

Your path to a Customer Success department that thrives

You are ready to optimize your customer success function and need some help along the way. Together, we will thoroughly examine your post-sales operations, from onboarding to adoption, engagement, usage, renewals, and expansion. We'll chart the entire customer journey to identify areas where the customer experience can be improved and team efficiency and engagement can be enhanced. With a strategic focus on enhancing key metrics we'll work collaboratively to elevate your customer success organization and drive impact.

What makes me qualified?

20 years of experience

I’ve been at the forefront of the Customer Success movement from the start and have witnessed departments in all their forms, providing me with deep experience and insights into what works and, as importantly, what doesn’t. I've been a speaker on a range of topics related to CS, including speaking on the Gainsight Pulse Conference main stage.

VP of CS at 3 companies

I’ve built and led Customer Success departments at three companies, including Yelp and Eventbrite. At Yelp, I constructed Customer Success from scratch through to IPO, navigating hypergrowth years from $20 to $500 million. At Eventbrite, I spearheaded the redesign of customer support and customer success functions, leading their global CX organization, overseeing teams in the US, UK, EU, and APAC.

Trusted advisor to founders, VCs and leaders

As a coach and consultant, I’ve had the privilege to work hand in hand with VCs to advise their portfolio companies, including the YC advisory council. I've assisted founders seeking to quickly learn CS best practices and elevate their CS function, and supported leaders from CROs to up-and-coming CS leaders tasked with creating efficient, high-functioning, impactful CS organizations. 

Everyone needs a little guidance, here’s what you can expect.

Customer Success can vary from company to company, and it's normal for each organization to have its own unique approach. Here’s how we will work together to find what’s right for you!

Discover
I begin by understanding how Customer Success is structured and defined within your company. Does it encompass onboarding and support? Engagement and renewals? Customer education and professional services? Together, we'll clarify these elements and ensure alignment with your company's objectives.
‍
Differentiate
‍Next, we'll delve into the customer journey, from pre-sales interactions to upsells. It's essential to view this journey from both the customer's perspective and that of your Customer Success team and company as a whole. By mapping out this journey comprehensively, we gain valuable insights to optimize every touchpoint.

Design
‍We'll then evaluate your current organizational structure, team composition, and talent. Are the right people in the right roles, supported by effective leadership? We'll assess titles, career paths, and any gaps in roles, advocating for necessary headcount where needed. Additionally, we'll ensure clarity in departmental vision, goals, and metrics, establishing clear expectations and accountability measures.

Deliver
‍Efficient tools and resources are crucial for success. We'll review your tech stack to ensure it supports team efficiency, customer value realization, and data accessibility for informed decision-making. We'll explore collaborative opportunities with other departments—bridging Customer Success with sales, product, marketing, and finance—to create a seamless, best-in-class experience.

Drive
‍Lastly, we'll identify areas of strength and areas needing improvement. How can we elevate Customer Success to its rightful place as a vital revenue generator within your company? By addressing these challenges and leveraging opportunities, we'll position your Customer Success function for success and recognition at the highest levels.

What clients say

“Jami helped us determine a best in class approach to launching a CS program. Her dedication to connecting like businesses was instrumental in informing our understanding of the different flavors of customer success, which ultimately shaped our strategy and team startup approach. Jami is a thoughtful, empowering, and strategic leader who is able to immerse herself in understanding the business challenge her client faces and works in partnership to create actionable plans with tangible results.”

Hayfa Aboukier

Former Head of Customer Success • Gusto

“Jami is an absolute pleasure to work with. Her understanding of organizations and customer experience is remarkable. She was able to come in for one day and identify that our internal customers teams were not aligned and that was causing a fragmented customer experience. She provides tangible advice and guidance as we work to align all of our teams.  She is an amazing rock and sounding board as we work to grow our business.”

Rebecca Hanley

Anagram • Director of Operations & Customer Experience

“Jami's unique blend of executive experience and empathy set her apart. She's helped me from the ground up, from mapping my organization and defining new roles to elevating my voice and soft skills. Jami's 'people-first' approach resonates deeply; she not only cares about performance but also invests in my growth. Whether it's managing up to my CEO or applying new frameworks to tough challenges, Jami's expertise and adaptability make her an irreplaceable asset. Simply put, she’s been instrumental in my professional journey.”

Connor Ashenbrucker

Director of Customer Success • NoRedInk

Learn more about working together

Contact Me