I help SaaS teams build support and success operations that scale

  • Onboarding friction mapping

    Identify where new customers struggle and why. I analyze your onboarding flow to uncover points of confusion, delays, or friction, then provide actionable recommendations to improve adoption and time-to-value.

  • Customer journey mapping

    Visualize the complete path your customers take, from first touch to long-term success. I map each stage, highlight pain points, and show where support, success, and content can drive better outcomes.

  • CS content audit

    Assess your customer-facing content to ensure it’s clear, useful, and consistent. I evaluate help articles, knowledge bases, and customer-facing docs, then provide a roadmap for improvement and alignment with customer needs.

  • Ticket workflow audit

    Analyze your support ticketing processes to improve efficiency, resolution times, and customer satisfaction. I review workflows, automations, and escalation paths to identify bottlenecks and suggest improvements, including where AI can help.

  • Voice of customer setup

    Set up a structured system for collecting, analyzing, and acting on customer feedback. I help you capture insights from surveys, tickets, and NPS data, turning them into actionable improvements for product, support, and content teams.

  • Switching help desks

    Make migrating to a new help desk seamless and low-risk. I help you plan the transition, find the right tech stack, migrate data, redesign workflows, and train your team so operations continue smoothly.

Let's work together

Clients

Jake has the ability to thread the DNA of customers into every function of the company. When we were running Activation experiments at Atlassian he was our customer compass on what would resonate with new trials and where they were feeling the most pain. There's "Voice of the Customer" and then there's "Spirit of the Customer." The latter is Jake. Would definitely work with him again in the future.

- Tony Ramirez (Atlassian)

Jake was instrumental in defining the standards around the customer experience and developing the processes around how our support team operated. I would work with Jake again in a heartbeat.

- Steve Klein (Statuspage.io)

I focus on interventions that move real customer and revenue outcomes. Here’s how…

Step 1: Diagnose the experience

I assess your current onboarding, support workflows, and customer journey to uncover friction and quantify impact.

Step 3: Build solutions your team can run with

From improved processes to content strategy to tooling recommendations, I create scalable solutions and enable your team to execute confidently.

Step 2: Prioritize what matters

I assess your current onboarding, support workflows, and customer journey to uncover friction and quantify impact.

Step 4: Measure + iterate

We determine and set CX metrics tied to revenue and adoption, and I support your team through rollout and optimization.

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