James Cappelli

I've spent more than 20 years building and leading the teams that keep software customers successful: Customer Success, Professional Services, Support and Partner Success.

I've done it at startups and at IBM, in North America, Europe and Asia-Pacific, with teams from 40 to more than 135 people. Most recently, as Vice President of Customer Success at Introhive, I led a global team that lifted the renewal rate from 81% to 91% in one year while renewed ARR grew 45%.

I founded King Tide in 2017 to help other leadership teams get Customer Success right. My approach is practical: a core set of principles and methods, applied to your customers, your numbers and your team.

ABOUT

What I Believe

Customer Success is a revenue function.

It should be measured on retention, expansion and the cost to keep each dollar of ARR.

Teams win together.

Success, Services and Support work best with shared goals and clean hand-offs.

Predictability beats heroics.

Good health data and a disciplined renewal process remove the surprises.

AI should give time back to customers.

Automate the reporting so people can do the relationship work.