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Customer Success Manager, Onboarding & Retention Specialist. If new customers stall out during onboarding, or renewals start feeling uncertain, that's usually where SaaS revenue slowly leaks. I'm a Customer Success Manager who specializes in one thing: turning the first 90 days into long-term retention for small and mid-size SaaS teams. That means I own onboarding, account management, and customer support end to end. I build the CRM systems, escalation paths, and check-in cadences that keep customers engaged well after the contract is signed. If you need someone who takes full ownership of client onboarding and retention without hand-holding, that is my strenght. In one recent account, I inherited a client who was close to churning because onboarding had gone poorly. I rebuilt the onboarding playbook around that client's actual business goal, put a proactive check-in cadence in place, and tracked usage against a specific outcome. Over the next six months, the account grew by 44 percent and NPS went up alongside it. That's the kind of work I do for every account I own, not a one-time save. WHAT I OWN FOR YOU ★Customer Onboarding I build structured onboarding programs that get customers to their first real result fast, so early adoption sticks instead of stalling out. ★Account Management I own the full client relationship, health scoring, renewal conversations, and expansion opportunities, so nothing depends on someone chasing me for updates. ★Customer Support I handle tickets, live chat, and email support directly, and I know the difference between escalating something that's actually stuck and handling it myself. ★Retention & Renewal Strategy I track churn risk before it becomes a churn conversation, and I bring clients a plan before they have to ask for one. ★Reporting & Process Building I set up the SOPs, trackers, and reporting rhythms (SLA, CSAT, NPS) that let a CS function scale without everything running through one person's memory. MY TOOLS STACK ◆GoHighLevel ◆HubSpot ◆Salesforce ◆Zendesk (including setup and configuration, not just day-to-day use) ◆Intercom ◆Freshdesk ◆Gaininsight ◆Slack ◆Google Workspace MY AVAILABILITY I take on both full account ownership for ongoing retention work and shorter onboarding-focused projects. Long-term contracts, fractional CS support, and one-off onboarding builds are all a fit. Send me a message or invite me to your job post and tell me what's going on with your accounts right now. I respond immediately.

Research shows that acquiring a new customer, cost significantly more than retaining an existing one. Customers don't stay because they bought your product. They stay 𝗯𝗲𝗰𝗮𝘂𝘀𝗲 𝘁𝗵𝗲𝘆 𝗮𝗰𝗵𝗶𝗲𝘃𝗲 𝘁𝗵𝗲 𝗼𝘂𝘁𝗰𝗼𝗺𝗲 𝘁𝗵𝗲𝘆 𝘀𝗶𝗴𝗻𝗲𝗱 𝘂𝗽 𝗳𝗼𝗿. I can help retain your customers. I help SaaS companies, startups, agencies and service businesses transform new customers into successful, long-term clients through structured onboarding, proactive customer success strategies and exceptional customer experiences. My focus is helping customers 𝗿𝗲𝗮𝗹𝗶𝘇𝗲 𝘃𝗮𝗹𝘂𝗲 𝗾𝘂𝗶𝗰𝗸𝗹𝘆, 𝗿𝗲𝗺𝗮𝗶𝗻 𝗲𝗻𝗴𝗮𝗴𝗲𝗱 𝗮𝗻𝗱 𝗯𝗲𝗰𝗼𝗺𝗲 𝗹𝗼𝘆𝗮𝗹 𝗮𝗱𝘃𝗼𝗰𝗮𝘁𝗲𝘀 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀. 𝗛𝗲𝗿𝗲'𝘀 𝗵𝗼𝘄 𝗜 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝘁𝗵𝗿𝗼𝘂𝗴𝗵𝗼𝘂𝘁 𝘁𝗵𝗲𝗶𝗿 𝗷𝗼𝘂𝗿𝗻𝗲𝘆 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗢𝗻𝗯𝗼𝗮𝗿𝗱𝗶𝗻𝗴 A customer's first few weeks often determine whether they'll stay or churn (cancel). I create smooth onboarding experiences that help customers: • Understand your product faster • Reach their first success milestone sooner • Increase product adoption • Reduce onboarding friction • Improve Time-to-Value (TTV) 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 & 𝗥𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 Strong customer relationships don't happen by chance. I proactively manage customer accounts by: • Conducting onboarding and implementation calls • Scheduling Success Check-ins • Monitoring customer health • Identifying churn risks early • Building Success Plans • Coordinating with Sales, Product, and Support teams 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗥𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 My objective is to help businesses improve key Customer Success KPIs, including: ✔ Customer Retention Rate ✔ Product Adoption Rate ✔ Customer Health Score ✔ Customer Satisfaction (CSAT) ✔ Net Promoter Score (NPS) ✔ Customer Lifetime Value (CLV) ✔ Renewal Rate ✔ Expansion Opportunities ✔ Reduced Churn Risk 𝗖𝗥𝗠 & 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗧𝗼𝗼𝗹𝘀 ✔ HubSpot ✔ Salesforce ✔ Zendesk ✔ Intercom ✔ Gainsight ✔ ChurnZero ✔ ClickUp ✔ Jira ✔ Monday ✔ Notion ✔ Slack ✔ Microsoft 365 ✔ Google Workspace 𝗚𝗿𝗲𝗮𝘁 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗶𝘀 𝗽𝗿𝗼𝗮𝗰𝘁𝗶𝘃𝗲, 𝗻𝗼𝘁 𝗿𝗲𝗮𝗰𝘁𝗶𝘃𝗲. If you're looking for someone who can deliver a structured onboarding experience, build trusted client relationships, improve customer engagement and support long-term retention, let's hop on a 15-minute discovery call.

Customers don't usually leave because of one bad interaction. They leave because they feel ignored, onboarding gets confusing, issues aren't followed up on, or nobody notices that their engagement is dropping. That's where I come in. I'm a Customer Success & Retention Manager specializing in SaaS, CRM, Customer Onboarding, Account Management, and Customer Support. I help businesses create smoother customer journeys, resolve issues quickly, improve adoption, and proactively engage customers before small problems turn into churn. How I can help your business Customer Success & Account Management Manage customer relationships and day-to-day communication Proactively follow up with customers and identify account needs Track customer health, engagement, and satisfaction Resolve issues and coordinate follow-ups Maintain consistent communication so customers feel supported Customer Retention & Churn Prevention Identify disengaged or at-risk customers Create proactive follow-up and retention strategies Monitor customer engagement and account health Re-engage inactive customers Strengthen long-term customer relationships SaaS Customer Onboarding Guide new customers from signup to first value Create structured onboarding processes Follow up on stalled or incomplete onboarding Help customers understand and adopt products Improve the overall first 30-day customer experience CRM Management Keep customer records accurate and up to date Manage pipelines, customer data, tasks, and follow-ups Build organized customer workflows Support CRM processes and automation Ensure important customer information doesn't get lost Tools I work with HubSpot | GoHighLevel | Zendesk | Freshdesk | Salesforce | Slack | Trello | Zoom | Google Workspace | Microsoft Office I have hands-on experience supporting businesses across FinTech, Banking, SaaS, and service-based industries, managing customer interactions, CRM processes, onboarding activities, support requests, and retention workflows. My approach is simple: Listen → Understand → Act → Follow Up → Retain Clients hire me because they need someone who is responsive, organized, proactive, detail-oriented, and genuinely focused on the customer experience. You can expect: Fast and professional communication Reliable follow-through Strong CRM and data management Proactive customer engagement Excellent problem-solving Structured onboarding and follow-up Ability to work independently across time zones A customer-first approach focused on satisfaction and retention If your team is dealing with customer churn, inconsistent follow-ups, poor onboarding, CRM disorder, low engagement, or an overloaded customer success function, I can help. Send me an invite or message me with what's currently happening with your customers. Let's build a customer experience that keeps people engaged, satisfied, and coming back.

Need a steady, mid-level Customer Success Manager to stop client churn and build clean, predictable onboarding pipelines? I am here to help. I am an execution-focused Customer Success and Client Onboarding Specialist with 5 years of dedicated remote experience and a 9-year professional track record. I specialize in taking cross-border clients from "Signed Deal" to "Fully Enabled User" with maximum efficiency, protecting your retention rates from day one. I have spent years managing complex multi-stakeholder portfolios of 130+ active client cases in high-stakes remote environments. I focus heavily on reducing Time-to-Value (TTV) so your users find immediate success with your platform. How I can add value to your company or agency: • Client Onboarding & Implementation: Building step-by-step onboarding tracks that prevent users from dropping off early. • Relationship & Account Management: Maintaining clear, proactive communication loops to build long-term client trust. • Retention & Health Tracking: Utilizing operational pipelines to monitor client engagement and identify churn risks before they cancel. • Process Coordination: Organizing workflows and client milestones to save your team valuable hours every single week. My Technical Tool Kit (Hands-on Experience): • Account/Client Tracking: HubSpot, Pipedrive, Airtable • Communications: Slack, Zoom, Loom, Asynchronous team channels I work perfectly in UK, European (EMEA), and East Coast US time zones. Let’s hop on a brief call to discuss how I can streamline your client operations.