Hire the Best Customer Retention Strategy Freelancers
in the United States

Hi there! If you’re looking for a reliable, detail-oriented professional who can streamline your operations, improve your customer experience, and deliver accurate, polished work - you’re in the right place. I bring extensive experience across loyalty programs (B2B & B2C), subscriptions, mobile applications, operations, research, and project management. I’ve worked in retail, hardware, dental, and grocery markets, giving me a strong understanding of customer acquisition, engagement, and retention strategies that actually deliver results. Along with operations and customer-focused work, I also have hands-on experience with mobile apps on both Android and iPhone, including app design support, QA testing, end-user testing, bug reporting, user journey feedback, and feature validation. I know how to identify issues, document them clearly, and ensure the end product functions smoothly for real users. Clients appreciate that I take full ownership of their goals. I’m highly organized, proactive, and committed to delivering work that is accurate, timely, and easy for clients to understand. With a strong customer service and client-facing background, I prioritize communication, transparency, and a stress-free workflow. What I can help you with: - Loyalty program research, audits & competitive analysis - Subscription setup, optimization & retention strategy - Mobile app QA testing (Android & iOS) - End-user testing & usability feedback - Mobile app design input & user flow evaluation - Process and workflow organization - Project coordination and management - Market, competitor, and industry research - Customer journey improvement & engagement strategy When you work with me, you’re not just hiring a freelancer, you’re gaining a dedicated partner who takes your goals seriously, communicates clearly, and delivers work you can trust. And while I might be new to Upwork, I bring years of real-world experience, and I’m committed to delivering exceptional work that earns your trust from day one. Let's chat!

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

I help founder-led consumer brands make better marketing decisions that drive profitable growth. Over the past 17 years, I've worked with Fortune 500 companies, global consumer brands, and high-growth DTC businesses, helping leadership teams identify, prioritize, and execute the marketing initiatives that create the greatest commercial impact. As a Fractional CMO, I partner with founders to align brand, customer experience, merchandising, lifecycle marketing, partnerships, analytics, and creative into one commercial strategy. Whether leading product launches, customer retention, executive reporting, or cross-functional teams, my role is the same: bring clarity, alignment, and measurable business results. Recent Results • Increased eCommerce sales 53% while reducing promotional discounting 88% • Increased subscription conversion 326% • Improved website conversion 100% • Grew an existing eCommerce business from $7M to $27M in one year by optimizing the customer experience and retention strategy rather than increasing advertising spend. • Increased social engagement 223% Whether stepping into an early-stage startup or an established consumer brand, my goal is the same: create alignment, simplify decision-making, and help marketing become a stronger driver of business growth.

I help B2B SaaS and professional services companies build the customer success and operations infrastructure they don't have yet. Onboarding systems, partner management workflows, team processes, and the accountability structures that keep everything running once the founder can't touch every account anymore. Most of my clients hire me at a transition point: they've found product-market fit, customers are coming in, and they need someone to own the post-sale experience before things start breaking. I step in, build the playbook, and either run it or hand it off to a team. What that looks like in practice: I'm currently the Partner Success and Operations Lead for a SaaS benefits platform, where I own enterprise partner onboarding end to end, built a task management dashboard from cross-functional meeting transcripts, and simplified internal workflows into documented processes the team adopted within a week. I also manage editorial operations for a B2B content firm, coordinating hundreds of concurrent contributor relationships across trade publications with scalable onboarding and engagement workflows I designed from scratch. Before going independent, I was Director of Member Success at a business education platform, where I led a remote team of 8 in the Philippines, managed a 300-member client base (including attorneys and professional services firms), built onboarding frameworks that reduced churn by 25%, and shortened time-to-value by 40%. Earlier, I co-founded a winery and built every customer-facing and operational system from the ground up, then led an industry association where I owned member onboarding, engagement, and retention for a multi-stakeholder membership. I'm completing the Google Project Management Professional Certificate. I published Pitch Perfect: Podcast Guest Spots (Amazon, 2025) and host the Reeding Between the Lines podcast on YouTube. If you need someone to build the customer success or operations function, not just fill a seat in it, let's talk.

I excel at helping SaaS companies build world-class Customer Success operations that retain customers and drive growth. With 15+ years in CS (10+ in leadership) at ZipRecruiter and Indeed, I thrive on turning post-sale challenges into scalable systems that deliver measurable impact and a world-class customer experience. My expertise: • Mapping and optimizing the customer journey • Creating actionable playbooks • Streamlining processes for efficiency and scale • Building and executing retention and churn reduction strategies • Defining and evolving KPIs to measure success • Hiring, scaling, and leading high-performing teams Key Results: • Boosted retention 42% in one year at ZipRecruiter ($30M+ revenue impact) • Transformed ZipRecruiter’s Enterprise CS org from transactional to strategic, launching an Onboarding Success team and a “White Glove” accounts program • Built and scaled two global CS orgs from scratch at Indeed I love working with execs and founders to identify gaps, implement practical solutions, and inspire people to deliver real business results. If you need a fractional CS leader to bring clarity, structure, and sustainable growth to your post-sale operations, I’d love to collaborate.

I help companies quickly identify what’s broken in their customer experience and what to fix first — without long engagements or meetings. I offer fast, async CX & website audits with clear, prioritized recommendations and a 72-hour turnaround. What I can deliver: • A full audit of your website or customer journey • Actionable fixes to reduce churn & improve conversion • Recommendations for retention & loyalty improvement • Feedback on your live chat, support handoffs, or automation Let’s fix what’s broken so your customers stay, convert, and keep coming back. Availability: Fast-turnaround, async projects only (no meetings).