Shees S.

Customer Support| Customer Success| Technical Support| SaaS|Onboarding

Most "support tickets" are really churn signals showing up early. After 5+ years running success and technical support for B2B SaaS, I read them that way and act before a frustrated user turns into a lost renewal. I've owned 50+ client portfolios end to end: onboarding, adoption, QBRs, renewals, and the messy escalations in between. Redesigning ticket triage cut our average resolution time 20%; tighter onboarding pushed adoption up 25%; together those lifted CSAT 15% and got me promoted twice in one year. What that means for you: – Users who hit value fast and stay (onboarding playbooks, in-app guidance, real training) – At-risk accounts caught early, with save-plays that protect revenue not post-mortems that explain losing it – Technical issues actually resolved (CRM, integrations, data sync), not acknowledged and escalated into a void – Support that feeds product real patterns instead of just closing tickets I came up through US freight operations before SaaS, so fast-moving accounts, hard deadlines, and clients who want answers rather than updates are my normal. Tools: Zendesk, Intercom, Gorgias, HubSpot, Salesforce, Slack. If your product is scaling faster than your support can keep up, that's the problem I like to solve.