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Clarity

James Scott

Atlanta, GA

Internationally-recognized Customer Success expert. Co-author of the world's first Customer Success training program, which has now certified over 19,000 CSMs. I help companies work out how to operationalize Customer Success and where to focus their time for maximum impact. I focus on providing practical and actionable advice that can have an immediate impact. Let's talk!

$3.33/min

45 Calls

10 Reviews

34 minutes
Avg. call

Customer Service Customer Retention SaaS - Enterprise & SMB B2B Customer Support Customer Experience Customer Engagement Customer Insight Customer Satisfaction Customer Advocacy Onboarding

Call me to talk about

I Will Help You... Make Smart Customer Success Technology Decisions

The Customer Success technology landscape is evolving rapidly and it's sometimes hard to keep up. If you're thinking about investing in a CS platform then let's talk first. I can help steer you down the right path and avoid costly and distracting mistakes.

Gainsight, ChurnZero, Vitally, Client Success, Totango, Catalyst, Hubspot, Planhat, Custify, and more..!

I Will Help You... Use Customer Feedback to Influence Product Roadmap Decisions

Do you ever feel a disconnect between what customers are telling you they need, and what is prioritized on your product roadmap? You're not alone! Connecting quantitative and qualitative customer insight with product roadmap decisions is not as easy as it sounds. Let me help you better leverage your customer feedback to influence your company's roadmap planning process - and ultimately deliver more of the value your customers are asking you for every day!

I Will Help You... Design Your Customer Success Organization

There is no one perfect Customer Success organizational design. Your Customer Success roles and org structure should reflect your business model, growth stage, product maturity, among other things. Over the last decade I've helped CEOs, Founders and CS leaders design the right Customer Success org structure for their current needs, while keeping an eye on what their needs will be in the future. Let's talk and see how I can help you do the same.

I Will Help You... Design Impactful Customer Onboarding Experiences

Are you looking to increase the effectiveness of onboarding? The onboarding phase of a customer's journey is critical to long-term success. The seeds of churn are sown during a bad onboarding experience. Over the last decade I've helped SaaS companies (big to small, product-led to sales-led) create onboarding experiences that help customers unlock value - quickly and efficiently. Let's talk about your onboarding challenges and let me help you find some quick wins.

I Will Help You... Secure Internal Buy-in for Your Customer Success Initiatives

For over 10 years, I've advised B2B SaaS leaders from across the globe on how to secure funding and buy-in for their critical Customer Success initiatives. Whether you need help defining a CS strategy, building a business case for the Board, modeling financial impact, or you simply need guidance on how to talk to your peers about how Customer Success, I'm here to help. Let's talk!

Answers 2
Reviews 10

Answers

James Scott answered

Is there a Q&A SaaS tool for messaging between members that I can integrate into my website?

I think the closest I know of to what you're describing is Influitive. Influitive is SaaS software for advocate engagement, including discussion forums. They have a widget that can extend their experience into your app or website.

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Messaging

SaaS - Enterprise & SMB B2B

Web development

James Scott answered

We are a UK-based SaaS company looking to expand with a US sales team. Are US based sales staff open to being freelances for the right package?

Hi! Congratulations on your impending US expansion! I'd love to provide a perspective if I may. I'm a UK citizen, SaaS expert, now living in the Bay Area. I'm also a member of the UK Government's new GBx initiative which is specifically designed to help provide support to UK companies expanding into the US market.

There are various ways you can progress and I'd urge you to consider a few options, as well as the specific one you've asked about. I've worked with and for a number of companies that have either expanded from the UK to the US or the US to the UK and have seen it go wrong as many times as it has gone right. I'd love to share some of my learnings and help you plot a path that has the best chances of success.

Please feel free to reach out if you'd like to discuss further.

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Tax

SaaS - Enterprise & SMB B2B

Sales

Reviews

James had great insights for us, really happy with our call!

Charles McLaughlin Source: Clarity

James has great industry knowledge. He gave me confidence we were on the right track and highlighted areas of valuable focus.

Sarah Bertelsman Source: Clarity

James provided exceptional guidance during our consultation. He clarified the concept of Customer Success to us, and set us down the right path to build our strategy. Would definitely recommend consulting with James if you're starting up a new product, and want to build your Customer Success team.

Ashraf El Jurdi Source: Clarity

James helped brainstorm solutions to some issues we are having with some of our channel sales for our SaaS product. He was a great resource, knowledgable, and his help was very much appreciated.

Mike MacKinnon Source: Clarity

Highly introspective, insightful and witty; He's had a unique career in customer success and has great ideas on 1) retention 2) churn mgmt and 3) providing value FAST (shortening sales cycles!)

JD Days Source: Clarity

James was incredibly helpful; he asked great questions and gave really good advice. It's clear that he has great experience building and growing CS teams. We left the call with some tactical strategies ready to implement

Sam Glover Source: Clarity

James was incredibly helpful. I highly recommend him for any challenges related to SaaS customer service & onboarding.

My company is developing very needed onboarding processes & a customer service strategy for the first time. James not only provided high-level frameworks to guide my strategic thinking around these issues but also got in the weeds - went to the company website, signed up as a new user, and provided tactical, right now input.

Thank you, James!

Source: Clarity

James was great. Insightful and great questions to find out what we truly need as an organization. Thanks James

Nicholas DeRegis Source: Clarity

Excellent

Will Murphy Source: Clarity

Had a great conversation with James. I wanted to cover a specific area but we covered many and he added value to all. A genuine SaaS expert. Highly recommended.

Patrick OConnor Source: Clarity

Member since June 2016