Turn Customer Success into predictable revenue.
Customer Success advisory for SaaS leaders, from an executive who has built and run Success, Services and Support teams for more than 20 years.
Most Customer Success programs are built in a hurry.
Some start as a thoughtful plan. More often, a program gets launched after customers start leaving. Either way, the fundamentals are the same. However, they're widely misunderstood.
The result is familiar: a CS team that firefights instead of driving value, Support and Services pulling in different directions, and renewals that surprise everyone. I help you fix the foundations and line up your teams, so retention becomes predictable.
How I help
Build the foundation.
Define what Customer Success means for your business, what it owns, and how you'll measure it.
Align the teams.
Bring Success, Services and Support together around one goal: customers who stay and grow.
Make renewals predictable.
Health scoring, success plans and renewal discipline that show risk months early.
Put AI to work in CS.
Automate the reporting and prep work so your team spends its time with customers.
Why "King Tide"?
A king tide is the highest tide of the year. It isn't luck or weather. It happens when the sun, moon and earth line up, and it can be predicted years in advance.
That's how I think about Customer Success. When Success, Services and Support line up behind the customer, retention and growth reach their peak. And the results become predictable, not a surprise at renewal time.
Hi, I'm Jamie.
I'm James Cappelli. I've spent two decades leading customer-facing teams at SaaS companies, most recently as Vice President of Customer Success at Introhive. Through King Tide, I work directly with leadership teams who want a Customer Success function that pays for itself.
Let's talk about your customers.
Tell me where retention, renewals or team structure are getting in the way. In 30 minutes, you'll leave with a clearer picture of what to fix first.