A successful customer is a loyal customer.

Are you leading your customers to success, or somewhere else?

 

Let’s make sure your customers are getting what you’re promising.

A successful product experience means customers stick around, pay more, and tell others about you. But are you making that easy? Are customers getting tripped up?

“Andrew mapped out our existing process, found gaps along the way, and solved for them. His approach combined user feedback, analytics, and UX to help us revamp our process. The best part: we're already seeing improved engagement in the 1st two weeks of deploying this new flow.”

— Sean Higgins CEO; BetterYou

 

Good CX is key.

Successful and happy customers are everything. They’re the backbone of recurring revenue and a key driver of investor confidence.

 

“Andrew helped us work through our clinical operations and deployment process for a new pilot site. Most advisors and consultants give "advice" and generalized suggestions... Andrew digs deep into your specific problem and whiteboards it out with you to identify your pain points, assumptions, and next best steps!”

— Tatiana Fofanova CEO; Koda Health

 

But how do we get successful customers?

 

The CX Recipe

I help SaaS teams get their customers to first value and beyond, for the success they expect. When customers are successful and happy, they stay longer, spend more, and tell others about you. This means less time wasted salvaging unhappy accounts, and more time spent building great software and being your customers’ hero.

  • 1. Plan & Deliver

    Ensure a smooth path to success for your customers. Lay out intuitive pathways with a mix of product and people.

    Then execute.

  • 2. Listen

    If something in your Customer Journey isn’t working right, you need to know ASAP. Create an environment that encourages customers to give you the most valuable resource around: their feedback.

  • 3. Monitor

    Monitor insights to avoid churn and identify opportunities for expansion, referrals, and case studies. This includes conversations you’re already having (see Step 2) as well as account and usage signals.

Learn How We Do It

 

About Me

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As employee number one at VidGrid (2013) and Clinician Nexus (2017), I’ve had the privilege of working alongside amazing founders to build engaging customer experiences, launch enterprise software implementations, build teams, lead, and explore new frontiers. This has allowed me to touch and affect almost every aspect of a startup, while developing deep roots in customer experience, HR, operations & finance, and product.

Two startups, three startup accelerators, and four co-working spaces later, and I’m countless lessons from dozens of founders and hundreds of high-impact decisions into a wonderfully fulfilling career.

I’m immeasurably thankful, and immensely excited to keep building on it.

 

Techstars x United Healthcare - Entrepreneur In Residence 2020

 

Clinician Nexus

Chief Operating Officer 2018-2020

Dir. Customer Experience 2017-2018

*Cedars Sinai Accelerator - Class of 2019

VidGrid

Head of Customer Success 2016-2017

Head of Customer Support 2015-2016

Marketing and Customer Support 2013-2015

*Techstars Cloud Accelerator - Class of 2016