Strategic content and CX consulting for product-led B2B SaaS
I’m Jake, and I’ve spent 13+ years inside tech companies.
From scrappy startups to multi-billion-dollar enterprises, I’ve built early-stage support teams, managed high-value ARR accounts, led enterprise CSMs, and embedded customer insights with marketing teams.
I combine my on-the-ground experience in support, success, and marketing to create content that reflects how buyers actually think and how customers actually use products. And when teams need help beyond content, I consult on the systems that keep customers engaged: onboarding optimization, knowledge strategy, and scalable support operations.
If you’re building a product-led, customer-obsessed business, I can help you tell a clearer story and deliver a smoother experience behind it.
Content writing
I create strategic, customer-centric content for B2B SaaS companies that builds trust, drives engagement, and supports every stage of the customer journey.
CX consulting
I help product-led SaaS teams improve onboarding, support operations, and customer success so more customers activate quickly, adopt deeply, and stay longer.
I’ve been lucky to work with some
awesome companies.
Jake was our first remote-working freelancer at TestLodge, and after several years as a contributor, he is still making a significant impact through his writing skills and technological expertise. He is a highly motivated self-starter with spot-on communication, who takes feedback well, and delivers on deadlines.
As well as being a really nice person, Jake is reliable, honest, and passionate about the work he does. An all-around star who’s always up for helping out in other areas as needed, we look forward to continuing our work relationship with Jake in the future.
-Scott Sherwood
Founder & Director, Test Lodge
Jake is a hugely talented and versatile content writer. From blog copy to landing pages and case studies, he played an important role in helping us execute a successful inbound content strategy for one of Tuff's main B2B SaaS clients.
Beyond being highly dependable with deadlines and requests for edits, he's also a great guy and a pleasure to work with. You can tell he cares about the quality of the work. He often went above and beyond to dig into source material, including data sets and interview transcripts, to bring our content briefs to life. I would highly recommend working with him on any project involving B2B content and copywriting.
- Spencer Cappelli
Lead Content Strategist, Tuff Growth
About me
I started freelance writing in 2009, creating music bios for an entertainment site later acquired by Live Nation.
A couple of years later, I discovered SaaS and found work I truly enjoyed. As one of the first customer-facing hires at multiple startups, I learned how to build support and success functions from the ground up, manage enterprise accounts, and help products scale through acquisition.
Throughout that time, I kept writing on the side. But my goal was always to bring those two career paths together.
In 2022, I left my role as Head of Customer Success to freelance full-time. Now, I partner with customer-centric SaaS companies to create content rooted in real customer experience. I write about support, success, SaaS culture, entrepreneurship, employee communication, software testing, incident management, and more.
Outside of work, I enjoy hiking, playing drums, recording music, watching documentaries, or taking photos whenever the light is good.
Education & training
Bachelor of Arts from Belmont University | Nashville, TN
Front-end development bootcamp at General Assembly | San Francisco, CA
Leve 1 and Level 2 Certified Customer Success Manager from Success Hacker | San Francisco, CA & Remote