About

Founder's Note — Why I Started Intentional

After 30 years leading global support organizations, I saw too many SaaS companies treat Support as a cost center rather than a strategic driver of retention and growth. Support generally speaks with more customers every day than any other function — hearing firsthand what works, what doesn't, and what customers really value. That makes Support an invaluable source of decision-making insight for Product, Marketing, and every customer-facing team.

I founded Intentional in 2025 to help change that.

At Intentional, we help B2B SaaS companies:

• Diagnose and benchmark their support operations with the Intentional Index™, a proprietary Support maturity model.
• Align intentions across Support, Product, Sales, and Customer Success to create consistent, trustworthy customer experiences.
• Turn customer feedback into strategy, giving Support a measurable voice in roadmap prioritization and investment decisions.
• Build scalable systems and processes that transform Support from a reactive, defensive function into a strategic competitive advantage.

Our mission is simple: create enduring customer connections that lead to higher renewals, stronger references, and more efficient growth.