Meet our Customer Team

“Think like the customer”

We live our values in sales, support, and success, and especially our value “Think like the Customer” is dear to us. Our approach is centered around helping every customer truly understand Small Improvements and its capabilities, so you can foster a healthy culture of ongoing feedback in your organization.


Our sales team provides you with deep one-on-one demos, and answers all questions you might have upfront. Knowing our platform and the performance space is like a second language for us, and we’re ready with insight when you need it.

Obviously not every product is right for every organization. So if Small Improvements is not the solution to your challenge, then we’re happy to tell you so. We’re looking for long-term partners, and you’ll definitely notice the difference when engaging with our team.

Customer Success

Our customer success team is your strategic partner working 1:1 with you to ensure you realize your goals and that you have confidence in the tool. In order to do so, we’ll set up an onboarding call via screen sharing to ensure your roll out is as successful as can be. During this, we’ll talk about your timing, cycle and integration set-up, as well as adding your users.

Ongoing, we hope that you reach out to us with questions about the tool or suggestions you think would improve the tool. Afterall, we live by our name, small improvements! And if we don’t hear from you, you’ll hear from us – we made it a habit to reach out twice a year on average to share the latest product news and ask for your feedback.


Our support team is core to our customer happiness and retention strategy. We pride ourselves in quick turnaround and in-depth solutions. If we can’t answer a question immediately, we’ll ask the development team for help the same day. And if it’s complicated, we’re happy to pick up the phone or even set up a screensharing session to get to the core of a problem as efficiently as possible.

“I’m at my third start-up and have been a Si customer for over 3 years now. I have been consistently impressed with the speed and simplicity of the support provided.“

Ciara Lakhani

VP of People, Dashlane

“The tool is fun to work with, the Small Improvements team is fun to work with, it just increases my happiness!”

Cindy Rubbens

Head of Culture and People Operations, Marley Spoon

Meet the team

Tore Ingersoll-Thorp, SF

Having spent six years as a customer service manager for a few different websites, Tore joined the Customer Success team at Small Improvements in October 2015. Fun Fact: He founded the “Sleepwalkers Theatre” in San Francisco and produced 19 plays in four years.

Andrew Fordyce, Berlin

After five years in HR customer service at a large bank, Andy joined the team in 2015. His main goal is to bring a smile to your face, aside from that he has seen how end-users work with HR software and wants to help you understand Small Improvements.

Sarah Burgess, Chicago

Sarah is a veteran of marketing and supporting online software, and she joined the Customer team at Small Improvements in October 2016. Fun Fact: She loves traveling to learn new languages like German, and has a passion for film.

James Nichols, SF

Previously a community manager for massively multiplayer games at EA, James is perfectly equipped for explaining advanced SI concepts with ten years of experience in developing customer relationships. An avid adventurer, he enjoys getting lost in the wilds of California whenever he can.

Scott Faverty, SF

Having been with Small Improvements for over 5 years, Scott uses his expertise of Small Improvements to ensure that all of our VIP customers and evaluators get the most out of the tool. Fun Fact: He is the captain of the Customer Success Express, a 1985 VW Westfalia.

Marcus Nolan, Berlin

After graduating from Trinity College Dublin, Marcus moved to Berlin to join the Customer Success team in June 2017. He’s a keen hiker, funky shirt wearer and ambient lighting enthusiast. Fun fact: When he was 10 years old, Marcus competed in the Boys Under 11’s category in the World Irish Dancing Championships, finishing in 9th place.

Olav Nordheim, Berlin

Olav joined the Customer Success team in June ’17. His home is anywhere that has a piano, while his interest in people and nature urges him to explore the world. Fun fact: As a side-effect of his sociology degree, Olav will repay any drink offered to him with unsolicited rants about education systems, social economics, or people’s endless pursuit of social identity.

Linda Jonas, Berlin

Linda joined Small Improvements in 2011 and has since been passionate to spread the Small Improvements love. You’ll often find her at conferences, promoting lean performance management or sharing stories on- and offline. And as our original Australian ambassador you’ll also meet her in Sydney or Melbourne catching up with key clients and helping with successful roll-outs.

How we work

We are all empathetic to our customers and enjoy listening to their needs to help identify ways that the tool can assist. We do this answering support emails, on calls, and even in person at their offices or at HR events. In case there’s a problem that can’t be solved within the tool, we see it as an opportunity to learn and suggest improvements to the product team, making things easier for all future users.

We’re a 50% remote team and travel frequently, this means we’re even more reliant than everyone else on using our tools efficiently. The remote nature of our work requires that we have a clear process for each step with a person in charge to ensure consistency and fluidity. This ensures that evaluators and customers get the best experience when interacting with the team.

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