Let’s talk
No obligation. No pitch.
Just a focused 30-minute conversation about where you are and where you’re trying to go.
If there’s a fit, we’ll talk about what working together looks like.
If there isn’t, you’ll leave with at least one clear next step you can act on immediately.
Who is this for?
B2B SaaS companies with a support team that’s operational but not optimized. You have people, you have volume, and you have targets — but the systems underneath aren’t keeping up.
I work with Support Managers, Heads of CX, and VP-level operators who need a strategic partner, not another vendor.
What does working with you actually look like?
It depends on what you need. Some engagements start with a full audit of your current operation. Others jump straight into weekly advisory sessions where we work through your highest-priority problems in real time. Every engagement is one-on-one and built around your specific situation.
How long does an engagement typically last?
The Clarity advisory engagement runs 10 weeks. Project-based work varies depending on scope, which we define together during the discovery call.
What do I need to have in place before working with you?
You need a functioning support operation. At minimum a team, a ticketing tool, and some volume. If you have the foundation and need to scale, systematize, or stop reacting, that’s where this work starts.
Do you work with our team directly, or just advise leadership?
Both, depending on the engagement.
Advisory work is one-on-one with you as the leader. Implementation and consulting work often involves working directly with your team on process, documentation, and tooling.
What results should I expect?
That depends on where you start.
Common outcomes include reduced repeat contact volume, faster response and resolution times, cleaner escalation paths, and a support operation that stops depending on you to function. I can speak more specifically once I know your situation.
How is this different from hiring a consultant who hands over a deck and disappears?
The deliverable isn’t the point. The outcome is.
I stay in the work with you through implementation. You leave with systems your team can actually execute.
What’s the investment?
The Clarity advisory engagement starts at $4,000 for 10 one-on-one sessions. Project-based consulting is scoped during our discovery call.
There’s no obligation on that call.
It’s 30 minutes to see if there’s a fit.
What makes you qualified to assess my operation?
20 years building and scaling customer support organizations across seed-stage startups and established SaaS companies.
That includes building CX operations at Frame.io from the ground up: achieving 98% CSAT against an industry benchmark of 92%, before Adobe acquired the company for $1.3 billion.
Their operations team cited the systems, data, and team structure as standout factors in the acquisition.
I’ve sat in the seat you’re in. I know what breaks at 10 people and what breaks at 100. That’s what I bring to every assessment.