This week: A behind-the-scenes look at how we helped CoachNow scale global CX and the battle-tested strategies you can steal to supercharge your startup’s growth.

I helped build CoachNow from the ground up.

Ten years later, I still haven’t found a better platform for coaches and athletes. Whether you’re coaching golf, baseball, or Olympic-level athletes, CoachNow simplifies communication, centralizes feedback, and supercharges progress.

Forget scattered texts and missed emails—this is your all-in-one hub for swing videos, voiceovers, annotations, and training plans. Used by world-class coaches and trusted by thousands, CoachNow isn’t just software—it’s a game-changer.

Start free today!

How We Scaled to 3M Users

A behind-the-scenes look at how I helped CoachNow build a customer experience engine for global growth and what you can steal for your startup.

When CoachNow first called me, they were riding a rocket ship, with 1 M+ users across 10+ countries, and there were no signs of slowing down.

But success had a sneaky downside: the user base was exploding faster than the support infrastructure could handle. Coaches were getting frustrated, and athletes were confused. Internally, the team still ran like a scrappy family app, not like a SaaS leader.

I stepped in as Head of Customer Experience to build a scalable CX machine from scratch. One that could support everyone from elite golf coaches to 13-year-old baseball players.

The results? Fewer tickets. Higher retention. Happier users. Here’s how we pulled it off (and how you can, too).

The Challenge

CoachNow had nailed product-market fit. They hadn’t nailed scaling the experience side of the business.