Hire the Best Customer Retention Strategy Freelancers
in the United States

I’m usually the person clients come to when they’re not sure who else to ask. Something isn’t working? I’ll figure out who needs to fix it. Waiting on an update? I’m already checking on it. Not sure what happens after onboarding? I’ll make sure you leave the call knowing exactly what comes next. That’s pretty much how I’ve approached Customer Success for the past 5+ years. My background is in SaaS Customer Success, Client Onboarding, Account Management, and Implementation, working directly with clients from the moment they sign up through onboarding, adoption, ongoing support, retention, and account growth. I’ve led hundreds of 1:1 client calls, trained customers on SaaS platforms, managed 8+ active accounts at once, coordinated with developers and marketing teams, handled escalations, built and improved onboarding processes, tracked client deliverables, and helped turn complicated software into something clients actually feel comfortable using. One thing I’m particularly good at is being the bridge between the client and the people working behind the scenes. I don’t like clients having to chase me for answers. If something is delayed, I’d rather tell them before they ask. If I promised something during a call, I’m documenting it and following through. And if the same problem keeps happening, I’m probably looking at the process to figure out why. A few things I can help with: • Customer Success & Account Management • SaaS Onboarding & Implementation • 1:1 Client Training & Product Walkthroughs • Client Retention & Renewals • Account Growth & Upsells • Escalation Management • CRM Setup & Client Workflows • SOPs & Onboarding Documentation • Client Reporting & KPI Tracking • Cross-functional Project Coordination • Webinar & Live Event Client Management • Email/SMS Automations & Client Campaigns I’m comfortable jumping into an existing Customer Success operation, but I also really enjoy helping build one. Give me the clients, the product, and an understanding of what a great customer experience should look like, and I’ll learn the rest quickly. I’m currently looking for long term Customer Success, Account Management, Onboarding, or Implementation opportunities where I can become a real part of the team rather than just another contractor checking off tasks. If that sounds like what you need, send me a message. I’m always happy to jump on a call and see if we’re a good fit.

𝙊𝙥𝙚𝙧𝙖𝙩𝙞𝙤𝙣𝙨 𝙖𝙣𝙙 𝙈𝙖𝙧𝙠𝙚𝙩𝙞𝙣𝙜 𝙇𝙚𝙖𝙙𝙚𝙧𝙨𝙝𝙞𝙥 & 𝘼𝙪𝙩𝙤𝙢𝙖𝙩𝙞𝙤𝙣 𝙀𝙭𝙥𝙚𝙧𝙩 : Clients hire me when they need someone who can both manage the work and improve how the business runs behind the scenes. Marketing, operations, team coordination… it’s a lot. I step in, take that off your plate, and make sure everything actually gets done. And as we go, I clean up processes and put better systems in place so things stop feeling so chaotic. 𝙒𝙝𝙤 𝙄 𝙒𝙤𝙧𝙠 𝙒𝙞𝙩𝙝: ✔ Business owners overwhelmed with operations, leads, or tech ✔ Founders who need a reliable right-hand to manage and execute ✔ Service-based businesses (home services, medical, consultants) 𝙒𝙃𝙔 𝘾𝙇𝙄𝙀𝙉𝙏𝙎 𝙃𝙄𝙍𝙀 𝙈𝙀: Clients don’t hire me just to “help.” They hire me to step in, take ownership, and make things work better. I bring over 20 years of experience in operations and marketing, and I know how to quickly identify what’s not working, fix it, and keep your business moving forward. I also have multiple case studies showing how I’ve helped businesses improve conversions, streamline operations, and build systems that support long-term growth. If you need someone who can manage your operations, support your marketing, and improve your systems along the way, send me a message. Tell me what’s currently slowing you down, and I’ll point you in the right direction. 𝑯𝒐𝒘 𝑰 𝒘𝒐𝒓𝒌: I’m hands-on. I don’t just give strategy decks and disappear. I build, implement, and stay close ensuring seamless execution and driving results. That might look like: Rebuilding your pipelines and workflows Fixing follow-up and lead routing Setting up reporting so you can see what’s happening Supporting your team as they adapt to better systems 𝑾𝑯𝑨𝑻 𝑰 𝑯𝑬𝑳𝑷 𝑾𝑰𝑻𝑯: 𝙊𝙥𝙚𝙧𝙖𝙩𝙞𝙤𝙣𝙨 𝙈𝙖𝙣𝙖𝙜𝙚𝙢𝙚𝙣𝙩 & 𝘽𝙪𝙨𝙞𝙣𝙚𝙨𝙨 𝙎𝙪𝙥𝙥𝙤𝙧𝙩 • Day-to-day operations oversight and execution • Team coordination and accountability • SOP creation and process improvement • Service delivery systems. • Project and task management to keep everything on track 𝙈𝙖𝙧𝙠𝙚𝙩𝙞𝙣𝙜 𝙎𝙩𝙧𝙖𝙩𝙚𝙜𝙮 & 𝙄𝙢𝙥𝙡𝙚𝙢𝙚𝙣𝙩𝙖𝙩𝙞𝙤𝙣 • Campaign coordination and implementation • Email and SMS marketing • Funnel and lead flow management • Content and marketing asset coordination 𝘾𝙍𝙈, 𝙎𝙮𝙨𝙩𝙚𝙢𝙨 & 𝘼𝙪𝙩𝙤𝙢𝙖𝙩𝙞𝙤𝙣 • CRM setup, cleanup, and optimization (GoHighLevel, HubSpot, etc.) • Pipeline and lead tracking setup • Automated follow-ups (email, SMS, workflows) • Tech stack integration to connect your tools and eliminate manual work 𝙏𝙚𝙘𝙝 𝙀𝙭𝙥𝙚𝙧𝙩𝙞𝙨𝙚: HighLevel (GHL) HubSpot Salesforce Active Campaign ConvertKit Zapier Monday Kajabi ClickFunnels Canva Google Suite and more. 𝑹𝑬𝑺𝑼𝑳𝑻𝑺 𝒀𝑶𝑼 𝑪𝑨𝑵 𝑬𝑿𝑷𝑬𝑪𝑻: ✅ More leads turning into actual clients (without increasing ad spend) ✅ Consistent follow-up so opportunities don’t go cold ✅ Clear, organized operations instead of constant chaos ✅ Systems that support your growth instead of slowing you down 𝙒𝙝𝙖𝙩 𝙄 𝘾𝙖𝙣 𝘿𝙤 𝙁𝙤𝙧 𝙔𝙤𝙪: Build marketing automation workflows that generate leads and sales. Optimize CRM for better client tracking and follow-up. Create SOPs for consistent operations and team productivity. Manage marketing campaigns from planning to execution. Improve customer service processes for higher retention rates.

Expert-Vetted Top 1% Upwork consultant | Nearly $3M billed since 2021 | 100% Job Success I have spent 25+ years founding, scaling, and exiting six companies across ecommerce, supplements, subscription commerce, manufacturing, nutraceuticals, and consumer products. Across the companies I founded and led, our products generated more than $587M in gross retail sales. I built subscribe-and-save programs serving 250,000+ monthly members, scaled a 4,000-member subscription box, operated Shopify Plus brands sustaining 4-6% conversion rates, and completed multiple exits. Today, I help DTC founders find the revenue already sitting inside their stores. My work focuses on Shopify, Klaviyo, CRO, retention, subscriptions, lifecycle marketing, and the operating decisions that determine whether growth becomes profitable revenue or disappears through leaks. I have lived the problems my clients bring me: CAC pressure. Conversion declines. Failed launches. Weak retention. Inventory risk. Cash flow constraints. Agency confusion. Underperforming email and SMS. Subscription churn. Reporting that shows activity without explaining what is actually happening. Eventually, every founder has to answer the same question: Where is the money leaking? That is the problem I help solve. Since my last exit, I have spent two years building RavenOS, my private AI-assisted growth analysis system. RavenOS helps me review Shopify, Klaviyo, GA4, Meta, and customer data faster and more thoroughly than a traditional audit process. It looks for problems most teams miss: • Failed payments and preventable subscription churn • Weak lifecycle flows and poor campaign sequencing • Declining customer cohorts and low repeat purchase • Discount stacking and margin erosion • Checkout and product-discovery friction • Poor offer sequencing and merchandising gaps • Revenue trapped inside the existing customer base • Reporting discrepancies and weak attribution RavenOS does the digging. I determine what matters, what it is likely costing the business, and what should be fixed first. It is the system I wish I had when I was running my own brands. Back then, I often found revenue leaks the hard way, by losing the money first. That is where 25 years of founder and operator judgment comes in. I look at your business like someone who has sat in the founder seat with his own capital, inventory, employees, reputation, and cash flow on the line. A few relevant highlights: • Founded and scaled six companies • More than $587M in gross retail sales across founder-led brands • Built subscribe-and-save programs with 250,000+ monthly members • Built and operated a 4,000-member monthly subscription box • Multiple exits, including MySupplementStore, GeekBox, NRGX Labs, and KEEG Ocean Plastics • Experience with Shopify Plus brands sustaining 4-6% conversion rates • Inc. 5000, including the #40 fastest-growing retail company in the United States • Named one of Inc. Magazine’s “30 Top CEOs Under 30” • Expert-Vetted Top 1% on Upwork • Nearly $3M billed through Upwork since 2021 • 100% Job Success I typically help brands with growth audits, Shopify and Klaviyo performance, conversion rate optimization, lifecycle revenue, retention, subscriptions, offer strategy, merchandising, checkout friction, and revenue per visitor. The work may be a focused sprint around one visible constraint, a complete growth blueprint, or ongoing founder-level advisory. The format matters less than identifying the right problem and fixing things in the right order. What you receive is a clear read on: • Where revenue is being lost • What is likely causing it • What it may be costing the business • What should be fixed first • What can wait • How to turn the findings into practical execution Most businesses do not need another complicated dashboard, generic audit, or long list of best practices. They need an accurate read on where revenue is being lost and someone who understands how the decisions affect cash flow, customers, inventory, margins, and long-term growth. I find the revenue already sitting inside your store. Send me a brief overview of the business, the main constraint you are seeing, and the systems currently in place. I will give you a direct read on where I would begin. Best, Joshua

Hi 👋 I'm Dora, I build Klaviyo email and SMS programs that turn one-time buyers into repeat revenue: $1M+ in email revenue in a single peak season, $5M+ from SMS. 20+ years, director-level, and I build the flows myself. I have operated at the director level across Shopify Plus, Amazon Seller and Vendor Central, Klaviyo, and Attentive. I do not just know these platforms conceptually. I have lived inside them across verticals, seasons, and revenue stages. If you need senior ownership of ecommerce growth and want someone who can step in with clarity and move fast, that is exactly what I do. SELECTED RESULTS $1M+ in email revenue in a single peak season at a 20.11% conversion rate $5M+ in SMS-driven revenue using Klaviyo and Attentive lifecycle strategy 531% year-over-year growth in high-margin product sales through merchandising and funnel improvements 197% increase in sessions and 27% sales growth after Amazon catalog optimization 97% year-over-year revenue growth in Q1 through email, SEO, and channel strategy 100% ROI on live omnichannel events by closing seasonal brand gaps WHAT I SPECIALIZE IN Retention and Lifecycle Systems Full-funnel email and SMS programs built on Klaviyo and Attentive. Welcome, abandonment, post-purchase, winback, and re-engagement flows with segmentation that turns one-time buyers into repeat customers and repeat customers into your most valuable cohort. Ecommerce and Marketplace Growth Amazon Seller and Vendor Central performance, catalog optimization, A+ Content, SEO-driven listings, and Shopify conversion strategy. I focus on the structural work that compounds: better listings, cleaner catalogs, tighter funnels. Cross-Channel Growth Strategy Alignment across site experience, Amazon, lifecycle marketing, and paid acquisition, informed by GA4, attribution data, and SEO. Strategy that connects channels rather than managing them in isolation. Performance and Prioritization Clear decision-making using conversion rate, CAC, LTV, ROAS, and funnel performance. Reporting that leadership teams can act on, not just review.