James Cappelli
Vice President of Customer Success @Introhive
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WORK HISTORY
Vice President of Customer Success @Introhive
Toronto, ON, CA
Redesigning and optimizing the entire customer journey, with a focus on engagement, advocacy, and retention- Leading a transformative change across the Customer Success function to instil a high-performance, customer-first culture- Analyzing customer behavior, feedback, and engagement data to uncover churn drivers and improvement opportunities- Championing cross-functional alignment by collaborating with Sales, Product, Marketing, and Support to create a seamless customer experience.
EDUCATION
University of Waterloo
BASc, Engineering
SKILLS
ABOUT JAMES CAPPELLI
With over 20 years of experience as a software executive, I specialize in building and scaling customer-facing teams including Customer Success, Services, and Support. I excel in creating customer-focused organizations that drive SaaS subscriber growth and mitigate customer churn. My approach to Customer Experience combines strategic insight with hands-on leadership to implement effective programs that enhance customer retention and drive revenue growth.
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