Is your support team acting as your knowledge base?
Stop burning expensive Customer Success hours on repetitive tickets. I build and overhaul high-performance knowledge bases for growing B2B and B2G software companies. Get senior-level documentation strategy on a fractional basis, without the full-time overhead.
The Economic Reality
(Why Fractional Makes Sense Now)
The Problem: In today's market, locking down $130k+ in permanent headcount for a Senior Technical Writer is a tough sell. Plus, once your documentation debt is cleared, you don't actually need a full-time senior writer sitting on your payroll indefinitely.
The Math: Full-Time vs. Fractional Expert
Traditional Full-Time Hire
$130k+ Base Salary + benefits, equity, and payroll taxes.
3–6 Month Onboarding Lag: Slow ramp-up to understand your tech.
The "Now What?" Dilemma: Paying a premium salary after docs are built.
The Fractional Approach
Fixed Project or Retainer Cost: Pay only for active execution.
Fast Impact: 20+ years of experience means a quick learning curve.
Scales Down Seamlessly: I build it, launch it, and step back until you need updates.
What I Build
Technical Writing First, Video Powered
I specialize in helping software companies (10 to 100 employees) that have outgrown the "just ask support" phase. I transform fragmented internal knowledge into customer-facing clarity.
Knowledge Bases From Scratch: Perfect for platforms with little to no existing user documentation.
Legacy Documentation Overhauls: Refactoring messy, founder-written, or outdated text into modular, easily searchable formats (like Docusaurus or modern CCMS platforms).
Workflow-Driven User Guides: Content structured around what your users actually need to accomplish, not just a dry list of product features.
The Multimedia Multiplier (The Value-Add): When a complex workflow is easier to show than explain, I script, record, and voice professional video tutorials integrated directly into the text. One vendor, zero handoff gaps.
“These videos are a huge step forward and I feel we are pushing above our weight regarding our size and scale. I believe the consistent and standard approach will help speed up CS discussions and expectations.”
-Jonathan Thompson, CEO, Eproval
The Background (Why James?)
I don’t need my hand held. I come from a deep technical writing and project management background, meaning I hit the ground running on day one, regardless of your tech stack.
20+ Years of Experience: Spanning B2B SaaS, enterprise systems, FDA-regulated environments, and Department of Defense programs.
Enterprise-Grade Pedigree: Former Manager of Technical Writing at Workday, where I led distributed writing teams and redesigned global publishing processes.
Deep Tooling Agility: Fluent in everything from modern Git/GitHub workflows and HTML-first Docusaurus builds to enterprise DITA XML (Oxygen/Ixiasoft, Adobe Experience Manager) and MadCap Flare.
AI-Accelerated Workflows: I use cutting-edge AI tools (Claude, NotebookLM, ElevenLabs) to analyze source material and accelerate drafting—passing the efficiency savings directly to your budget.
Proven Results
Eproval (GovTech): Built a complete documentation and training library for a complex permitting platform, tailoring content across three user roles to accelerate onboarding. Produced over 25 videos to accelerate onboarding and training.
Clariti Cloud (Salesforce-Based B2G): Developed a 1,000+ page documentation library from absolute scratch, reducing support strain. Created an online certification program that certified over 100 partners in six months.
Passpack (Security/SaaS): Rewrote and refactored an entire legacy documentation set (101 topics across four guides) into a modular, standalone format within Docusaurus.
Ready to Clear Your Documentation Debt?
Let’s look at your product, discuss where your support team is getting bogged down, and figure out the fastest, most cost-effective way to fix it.
Or, if you have questions or would like some specific information about my services, feel free to use the standard contact form.