David Jackson, is founder and CEO of TheCustomer.Co, which helps B2B SaaS companies profitably win, satisfy, retain and grow their chosen customers better than the competition. Prior to founding TheCustomer.Co, he founded, led, grew and sold customer feedback specialists Clicktools, where he served as CEO for 15 years. He has served in board, advisory and interim roles in customer success for a number of SaaS companies.
He introduced Customer Success 2.0 to address the mistakes many SaaS businesses make when implementing customer success. Focusing on the product as the primary vehicle for delivering value to customers, CS2.0 questions some of the so called best practices and suggests a different, product-based approach that has profitable scalability at its heart.
Much of David’s time is spent with senior managers advising them on how to design and build companies from the outside-in. He has had many articles published, and is an author and contributor to several books. One of his books, Dynamic Organisations: The Challenge of Change published in 1997, was the first to describe a holistic approach to building successful, customer focused organisations.
In the free time he is able to scrape together, David enjoys time with his family, good food and wine and watercolour painting. He is pretty good at two out of the three!