Ways to work together
I advise high-growth SaaS companies on how to build frictionless customer experiences at scale.
I don’t just share ideas—I break down the ‘how’, giving leaders the tactics and strategies they need to get real results.
At Stripe, my approach saved $20M+ annually while increasing CSAT by 10pp, and at Medallia, it consistently drove an industry-leading 80+ NPS while generating $10M+ in premium support revenue. With my help, companies are building technology-enabled solutions that reduce operational costs, significantly improve customer satisfaction, and foster a thriving workplace where employees love their jobs.
- 15+ years of operations leadership
- 0 → 200 → 1,500+ global agents
- $40M → $600M → $3B+ revenue
Strategic Advisory
Tailored consulting engagements designed to transform your customer experience from reactive to proactive using my proven Intelligent Experience methodology. My approach combines deep operational expertise, strategic advisory, and AI-powered automation to eliminate friction before it arises.
Why it matters:
Scaling effectively isn’t about adding more people—it’s about becoming smarter. My strategies deliver operational efficiency, cost savings, higher customer satisfaction, and engaged, empowered teams.
Interested in discussing your specific needs? Let's chat.Who it's for:
- Executives (CEO, COO, Chief Customer Officers) at high-growth SaaS companies.
- Leaders facing operational inefficiencies, escalating support costs, and increasing customer friction.
- Teams seeking sustainable, technology-driven ways to scale customer experience without inflating headcount.
Example deliverables:
- Comprehensive analysis of existing customer support operations
- Actionable Intelligent Experience roadmap tailored to your stage and goals
- AI and automation recommendations, including vendor evaluations
- Defined metrics and KPIs to measure ongoing success and ROI
Embedded Leader
Hands-on interim leadership where I step directly into your customer support or operations team to fill critical leadership gaps, drive immediate change, and set your team up for sustained success. While directly managing operations, I simultaneously coach your internal leaders, transferring critical knowledge and skills.
Why it matters:
Companies experiencing rapid growth often lack senior operational leadership, causing inefficiencies, burnout, and poor customer outcomes. This service provides immediate stability, proactive problem-solving, and long-term empowerment of your existing leaders.
Curious how this might work for your team? Let’s explore it together.Who it's for:
- Organizations experiencing leadership gaps or turnover
- Teams struggling to maintain quality and scale simultaneously
- Companies undergoing rapid expansion or major operational transformations
Example deliverables:
- Day-to-day operational leadership and strategic oversight
- Direct mentorship and coaching of your operations and support leaders
- Clear documentation of operational standards, processes, and playbooks
- Strategic transition plan to ensure long-term success beyond the engagement
Fixed Projects
Highly focused engagements designed to address specific operational or customer experience challenges quickly and decisively. My Fixed Projects provide rapid solutions, clear timelines, and defined outcomes, enabling your team to swiftly move forward with confidence.
Why it matters:
When targeted operational problems arise, quick and reliable resolution is critical. Fixed Projects help you rapidly tackle specific issues without committing to ongoing engagements, giving you fast and measurable impact exactly where it’s needed most.
Have a specific challenge in mind? Let's talk it through.Who it's for:
- Companies seeking immediate, targeted improvements
- Teams encountering specific operational friction points or inefficiencies
- Organizations requiring an expert perspective and clear action plan within a defined scope
Example deliverables:
- Customer Support Audit: Comprehensive report highlighting strengths, friction points, and improvement opportunities, paired with actionable recommendations
- AI & Automation Roadmap: Clear and specific steps for implementing automation solutions, including recommended technologies, expected outcomes, and timelines
- Global Scaling Blueprint: Detailed strategic plan outlining exactly how to expand operations internationally, maintain high standards, and manage costs effectively
- Burnout Reduction Action Plan: Defined steps and practical strategies for improving team morale, reducing turnover, and building a healthier, sustainable support operation
Why work with me
- Proven track record with industry leaders (Stripe, Medallia, Apple)
- Unique, tested methodology ("The Intelligent Experience")
- Measurable outcomes: Lower costs, improved CSAT, reduced team burnout
- Personalized, hands-on partnership focused on lasting results
What people are saying
I had a great experience working with Kennen. His experience and knowledge was exactly what I was looking for and working with him was extremely valuable to me...and I highly recommend him to others.
What sets Kennen apart is his creative and forward-thinking approach to problem-solving. He's an innovator who imagines a better state of support. His vision is driven by a deep understanding of both human efficiency and machine learning.
Kennen continues to be a true thought leader on modern support best practices.
I would highly recommend Kennen to anyone looking to build a high-performing team or take their organisation to the next level.
I have followed Kennen from one company to another, primarily to learn from his cutting-edge industry insights and his knack for delighting users; I would work with him at any time in a heartbeat.
His bias for action, focus on building processes that are better not bigger, and most importantly his incredibly deep care for the people...are infectious and set the precedent for a culture that is exceedingly unique and worthwhile in this industry.
Unlock operational excellence without scaling complexity.
Facing operational challenges or looking to proactively elevate your customer experience? I'll show you exactly how to make your customer experience frictionless at scale. Let's design your Intelligent Experience strategy together.
