Johnathon J.
Customer Success @Disco Ai
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WORK HISTORY
Customer Success @Disco Ai
In my role, I bring together customer support, billing operations, and product collaboration to strengthen the customer experience and support long-term growth. I also work with AI tools to improve efficiency, automate repeat tasks, and create faster, more accurate solutions for both customers and internal teams. Key aspects of my position include:• Customer Support Ownership: As the sole support team member, I manage all incoming inquiries end-to-end. I use AI to streamline responses, spot patterns in customer needs, and keep service quality high.• Billing & Financial Management: I handle billing-related inquiries and escalations, manage collections, and prepare billing reports. By combining strong financial oversight with AI-driven insights, I help reduce errors, save time, and strengthen trust in our billing processes.• Product & Engineering Collaboration: I partner closely with engineers to identify and resolve bugs, using AI-based tracking and reporting to speed up issue resolution and improve the user experience.• Retention & Success Enablement: I manage churn-related cases and collaborate with Success team members on strategies that directly impact net revenue retention (NRR). AI plays a key role in spotting early risk signals and guiding better retention efforts.This role gives me the chance to work cross-functionally with Engineering, Finance, and Success to not only resolve immediate issues but also shape how AI is applied in support and operations. My focus is on driving efficiency, consistency, and growth while contributing to a customer experience that scales.
EDUCATION
Oxford and Cherwell Valley College
Uniformed Public Services, Team Leadership, Team Development, Government Policies, Understanding Discipline, Maths & English
Cherwell School
GCSE, GCSE
SKILLS
ABOUT JOHNATHON J.
I specialize in Support, Success, and Business Operations within SaaS, with deep expertise in billing operations and customer experience. Over the past decade, I’ve worked with fast-scaling companies like Shopify, Thinkific, Float, Float.com and Disco, often serving as the link between customers, finance, product, and engineering. Highlights include: Owning frontline support as the sole advocate, building scalable processes, and implementing systems that reduce friction for both customers and internal teams. Leading billing operations, managing escalations, collections, subscription changes, and reconciliations with accuracy and trust. Partnering with Finance, Success, and Engineering to resolve complex issues, spot churn risks, and improve net revenue retention (NRR). Developing support ops frameworks that increase efficiency, streamline workflows, and maintain a customer-first approach. Alongside SaaS, I’m the Founder and Manager of Burnaby Spartans FC, Vancouver’s fastest-growing adult soccer club, where I oversee finances, operations, and a team of volunteer coaches. I also run the Indoor Invitational, a tournament that has been active for over 14 years across three countries, bringing communities together through the game. I thrive at the intersection of customer success, business operations, and entrepreneurship, making systems run smoother, reducing inefficiencies, and helping organizations grow sustainably.
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