James Montgomery
Apache Junction,AZ
Summary
Dynamic cross-functional SaaS professional with nearly five years of progressive experience in Product Success, Community Management, Knowledge Management, Customer Experience, and Technical Support. Trusted subject matter expert on the Keap and Thryv platforms, adept at translating customer feedback into actionable product enhancements, developing AI-ready documentation, and fostering vibrant customer communities. Proven ability to collaborate effectively with Product Managers to drive successful feature launches while recognized for transforming customer challenges into scalable knowledge resources that bridge the gap between users and product teams. Committed to enhancing user satisfaction and driving product innovation through a deep understanding of customer needs and industry trends.
Overview
5
5
years of professional experience
Work History
Product Success Analyst II
Thryv (formerly Keap)
12.2024 - 06.2026
- Partnered with Product Managers and their teams to translate feature requirements, Figma designs, and technical specifications into customer-facing Help Center content supporting Product-Led Growth (PLG), product launches, and feature adoption.
- Owned customer-facing messaging, documentation strategy, and educational content while identifying gaps and improving customer readiness before releases.
- Optimized Help Center content for AI-powered retrieval (RAG) using Claude workflows, improving Intercom Fin AI knowledge performance and scaling customer self-service.
- Served as an SME for beta testing, product launches, live events, and cross-functional initiatives, representing the customer perspective throughout the product lifecycle.
- Supported the Keap × Thryv Reporting Center beta by onboarding customers, resolving adoption challenges, and delivering actionable feedback to Product teams.
- Managed NPS outreach and analyzed customer sentiment using Pendo, Jira, and Slack workflows to surface actionable Voice of Customer insights.
- Managed engagement across three major customer communities (Mighty Networks, Facebook Groups, and Learn.Thryv), providing product guidance, gathering feedback, and maintaining a 24-hour response SLA.
- Represented Thryv/Keap at GROW 2025 and a Customer Advisory Board (CAB) meeting, gathering customer insights and strengthening feedback loops between customers and Product teams.
- Led the migration of 400+ internal knowledge articles to SharePoint, consolidating knowledge resources and reducing ongoing platform costs.
Community Coordinator
Keap
10.2023 - 12.2024
- Managed SaaS customer and partner communities across Mighty Networks, Facebook Groups, and brand social channels using tools such as Brandwatch and Hootsuite, growing Keap Community from launch to 4,000+ members while driving engagement and knowledge sharing.
- Authored community release communications, product updates, and known issue announcements to support customer education and successful product adoption.
- Collected customer feedback, feature requests, and recurring pain points to create quarterly community insights reports, influencing Support improvements and product discussions.
- Partnered with Support leadership to improve documentation, support processes, and customer communication strategies, creating more consistent experiences across customer-facing teams.
- Represented Keap Community at Let’s Grow 2023 and 2024, engaging with customers and partners, gathering feedback, and supporting community advocacy initiatives.
- Collaborated with Marketing, Product, Support, Partner, and Customer Success teams to support community initiatives, AMAs, livestreams, product showcases, and customer education programs.
Tier II Technical Support Representative
Keap
12.2022 - 10.2023
- Managed a high-volume phone support queue and resolved advanced escalations across four Keap platforms (Keap Pro, Keap Max, Keap Max Classic, and Keap Ultimate), troubleshooting complex CRM workflows, automation, integrations, and account configurations.
- Supported Certified Partners with advanced technical troubleshooting and platform guidance, helping resolve customer-impacting issues and improve successful platform usage.
- Provided coverage for Advanced Support, leadership, and customer communities, assisting with high-priority escalations across multiple customer-facing channels.
- Contributed to internal documentation and support process improvements, improving consistency, efficiency, and knowledge sharing across Support teams.
- Maintained strong CSAT and service quality metrics while delivering timely resolutions for complex customer issues.
Tier I Technical Support Representative
Keap
11.2021 - 12.2022
- Managed a high-volume phone support queue, creating and managing customer cases in Salesforce while assisting with account troubleshooting, product questions, billing/subscription issues, and workflow guidance across Keap Pro, Keap Max, Keap Max Classic, and Keap Ultimate.
- Served as a subject matter expert (SME) for the Keap platform, helping customers understand product functionality, optimize workflows, and resolve technical challenges.
- Identified and escalated product bugs and technical issues to appropriate teams, providing customer context and details to support effective resolution.
- Delivered consistent customer experiences while maintaining strong CSAT performance and earning multiple executive-selected quarterly recognition awards for service excellence.
Education
High School Diploma -
Sun Valley High School
Mesa, AZ12.2019
Skills
Feedback Analysis
Customer Community Management
Cross-Functional Collaboration
Advanced Technical Support
Knowledge Management
Customer Experience (CX)
AI-Powered Knowledge Retrieval (RAG)
Product-Led Growth (PLG)
Timeline
Product Success Analyst II
Thryv (formerly Keap)
12.2024 - 06.2026
Community Coordinator
Keap
10.2023 - 12.2024
Tier II Technical Support Representative
Keap
12.2022 - 10.2023
Tier I Technical Support Representative
Keap
11.2021 - 12.2022
High School Diploma -
Sun Valley High School