James Williams

James Williams is the Director of Customer Success at Torch, a role he has held since May 2023. Based in Denver, Colorado, he oversees a team of seven Customer Success Managers responsible for managing over 250 accounts, generating more than $17 million in annual recurring revenue (ARR). His responsibilities include developing customer engagement strategies, implementing health monitoring systems, and leading initiatives to enhance customer experience and retention.12

Professional Background::

• Torch (Director of Customer Success): Since May 2023, he has been instrumental in creating tiered customer engagement models and a Voice of the Customer program.
• Torch (Senior Manager of Customer Success): Prior to his current role, he served as Senior Manager from July 2022 to April 2023, where he managed a significant portfolio and contributed to the growth of the customer success team.
• Thought Industries: He held various roles including Senior Manager and Manager of Customer Success, where he was pivotal in establishing customer success frameworks and improving Net Promoter Scores (NPS) significantly.

James is recognized for his strategic leadership and commitment to enhancing client relationships through structured programs and data-driven insights.134