Customer Experience Consultant for SMBs & B2B Companies: Jeremy Fishman

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The Heart of Customer Experience: A Conversation with SMB & B2B CX Consultant, Jeremy Fishman

Talking with Jeremy, it’s clear that “customer experience” isn’t just a department — it’s a philosophy rooted in empathy, strategy, and connection. With over a decade of experience leading customer experience and service operations across global teams, Jeremy has mastered the balance between data and humanity. From building Clutch’s first global CX team to designing AI-powered Quality Assurance  systems that capture the true voice of the customer, his work reflects a rare combination of analytical precision and genuine care for the people behind every interaction.

We sat down with Jeremy to learn more about what fuels his passion for elevating customer experiences, why empathy and storytelling remain essential in an automated world, and how small, thoughtful process changes can drive lasting impact for teams and customers alike.

Professional Spotlight: Jeremy Fishman, B2B & SMB Customer Experience Consultant

Professional themes:  Customer Experience Consulting Services, Voice of the Customer, Empathy & Human-Centered Design, AI & Automation, Data Driven Insights, Global Team Management

What motivates you professionally? 

I am motivated by my experience as a consumer, interacting with a wide range of software, services, and brands. This drives me to create a world where paying customers are genuinely valued and their voices are actively included in business decision-making. I’m motivated by the opportunity to transform customer feedback into actionable improvements that enhance satisfaction, loyalty, and the overall experience, ensuring every interaction feels meaningful and respected.

Jeremy is motivated by his experience as a consumer, striving to ensure that customer feedback drives meaningful improvements and that every interaction feels valued and respected.

What’s your typical approach to client engagement?

My approach is understanding the current customer service and experience through observation, client interviews, and "mystery shopping", then using AI, automation, and customer service best practices to improve upon the process. I focus on identifying the most impactful changes that can elevate both efficiency and empathy in every customer interaction. This ensures that improvements are not only measurable but also genuinely enhance the way customers feel about the brand.

Jeremy takes a data-informed, customer-obsessed  approach to customer experience. He uses feedback surveys, as well as a hands-on tactics  to uncover insights, and then applies  AI, automation, and best practices to drive meaningful improvements.

What type of clients are the best fit to work with you?

The best fit clients for me are small to medium-sized companies that need to scale their customer service and customer experience models. I work best with organizations that are ready to invest in creating more structured, data-driven, and customer-first customer experiences. 

‍Jeremy works best with small to medium-sized companies that are ready to scale their customer experience through structured, data-driven, and empathetic service models.

Which industries do you have the most coaching experience in?

I have the most coaching experience in B2B services and SaaS, where understanding complex client relationships and long customer lifecycles is key to success. My work in these industries has focused on helping teams translate customer feedback into actionable insights, improve service quality, and strengthen retention through data-driven customer experience strategies. I also coach teams on using storytelling and empathy to bring the customer’s voice to life, ensuring that service and support align closely with business goals.

Jeremy has extensive coaching experience in B2B services and SaaS, helping teams leverage customer insights, improve service quality, and use empathy-driven strategies to enhance retention and overall experience.

What are your specialties or professional superpowers?

Understanding the customer's voice, pain points and the solutions that are best to address these pain points. Identifying the wins that a company can accomplish that will have serious positive impacts on their customer experience. Often, the most helpful things are small changes in process and behavior. Creative storytelling to motivate customer-facing people and help them understand their role in customer experience. 

Jeremy excels at understanding the customer’s voice, identifying impactful solutions, and using storytelling to inspire customer-facing teams.

What are your professional values? 

I value customer love, delivering customers real value, Empathy (real empathy, not that corporate BS), Equity, Thoughtfulness, Grace & understanding.

Notable Professional Accomplishments

• Created and scaled a global customer service team of 10+ in 3 different locations
• Developed a customer service statement and customer service trainings for Clutch 
• Created and executed on quality assurance rubrics for support tickets, client interview calls and support calls, leading to 90%+ CSAT and improved customer service quality scores. 
• Utilized Hubspot ticketing system and email marketing to route tickets to the correct team leading to ticket response times to be less than 10 hours and a high ticket satisfaction rate. 
• Implemented Clutch’s Net Promoter system and created process for taking feedback data and turning it into actionable insights.

Jeremy’s Professional References

Ryan Stevens, VP, Clutch.co

Clayton Kenerson, Senior Director Clutch.co 

Badr Bouhamdam, Clutch.co 

Nate Weavill , Direct Report , Clutch.co

Cindy Shi from Hengtian

Jeremy’s Recommended Professional Service Providers

Hengtian -

Hengtian's technical capabilities are incredible and unmatched. If you're looking for high-quality AI, software or other technological developments, Hengtian should be a serious consideration. 

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Mini Studio -

For video production on the East Coast and beyond. 

Sean, the owner of Mini Studio represents everything that is amazing and valuable about a small B2B service provider. He knows how to deliver for his clients while making them feel special and valued. He is determined to continue to learn and grow within the video production space and has the capabilities to deliver on many different types of projects. 

Why Jeremy Fishman Matters in Today’s Work Environment

In today’s customer-centric and fast-evolving business landscape, Jeremy Fishman stands out as a CX Consultant and leader who blends empathy with data-driven insight. His ability to deeply understand the customer’s voice and pain points allows him to identify small but impactful changes that transform the overall experience. Through his customer experience consulting services, he combines observation, client feedback, and hands-on methods like “mystery shopping” with AI and automation to create systems that are both efficient and emotionally intelligent, ensuring that businesses not only meet expectations but genuinely connect with their clients.

Jeremy’s value extends beyond process and technology; he inspires and motivates teams through creative storytelling and coaching, helping customer-facing employees see the tangible impact of their work. His experience in building and scaling global customer service teams, along with his focus on quality assurance and training, equips organizations to handle growth while maintaining exceptional service standards. In a world where customers demand fast, thoughtful, and personalized interactions, Jeremy’s approach ensures that businesses can scale without sacrificing the human touch.

Moreover, Jeremy brings a uniquely holistic perspective to customer experience. His entrepreneurial background, combined with years of B2B and SaaS expertise, allows him to approach challenges with both strategic vision and practical execution. He champions empathy, equity, and thoughtful engagement, creating systems that reflect not only operational excellence but also ethical and human-centered leadership. Organizations that work with Jeremy gain more than just a customer experience strategist, they gain a CX Consultant whose customer experience consulting services elevate culture, drive measurable results, and ensure that the customer’s voice is never lost in the process.

📌 Get in Touch:
Connect with Jeremy via Linkedln

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For more information on Jeremy Fishman see his resume below

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Digital Reference Reviewed Resume for Jeremy Fishman

Jeremy Fishman 

Washington, DC • jeremy.fishman74@gmail.com • (860) 371-1177 • www.linkedin.com/in/jeremy-fishman-1ba6b475 

Customer-obsessed people manager with 10+ years of individual customer-facing experience combined with CX leadership. My leadership accomplishments include creating a voice of customer and net prometer system, selecting BPO vendors and scaling teams, implementing service recovery systems, and promoting excellent customer service through quality assurance and trainings. 

Professional Experience 

Senior Customer Experience Manager 

Clutch.co, Washington, DC 

January 2018–June 2025 

● Created a feedback survey system, which included sending NPS to 1,500+ users a month, as well as CSAT and CES surveys to monitor the quality of customer support calls and tickets; as a result, Clutch received hundreds of feedback responses each month 

● Designed, implemented, and managed a closed-loop feedback system, allowing the CS team to respond to personally respond to 50+customer NPS responses per month 

● Tracked CX metrics, and analyzed the feedback data using AI, translated the data into quarterly voice of customer presentations uniquely tailored for sales, marketing, and product team leaders, as well as a C-suite presentation 

● Oversaw the development of a support ticket system from conception through implementation via Hubspot, which allowed for over 1,300 support requests to be responded to each month 

● Managed the hiring process and implementation of the first global team at Clutch, building out the team to include teammates in The Phillippines, Mexico, and Morocco. Scaled this global team to 20+ people, which reduced average ticket response time from 2 days to less than 10 hours. 

● Designed and implemented a phone and ticket quality assurance system utilizing AI to flag interactions that needed more attention; coached individual Sales and CS teammates based on QA notes 

● Led yearly customer service trainings for the sales, CS, and AM teams that were designed by the CX team based on quality assurance and feedback data 

● Supervised between 1-5 direct reports at a time, maintaining weekly check-ins, quarterly written reviews and providing direct feedback and coaching 

● Founded and led the company’s Wellness committee; planning and executing at least one wellness event per quarter, including pickleball, in-office yoga and gardening events 

● Supported 100+ service providers on Clutch, advising them on profile layouts, consulting on their landing pages and addressing technical issues through Zoom meetings and emails 

Owner and Operator 

JingBing Foods, Washington, DC 

May 2017–Dec. 2017 

● Designed a menu, recipes, a brand and business plan then procured a food cart and commercial kitchen space 

● Hosted 2-5 food popups per month at bars and even spaces, serving 20-50 customers and generating $500-$1,000 in revenue each event 

Talent Success Manager 

HireKeep, Washington, DC 

July 2016–May 2017 

● Reached out to 100+ potential candidates weekly; 1 in 5 contacts lead to an informational phone conversation ● Supported 50+ job candidates in searching for their next opportunity through HireKeep’s platform 

Education: American University May, 2016 Bachelor of Science in Business Administration; Chinese Language Minor

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