Join forces with me, your customer success SaaS growth expert, to unlock your company's growth potential and elevate your business.
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🚀 Elevate Your Business with a B2B Growth Leader 🚀
Ready to supercharge your customer success journey? I'm Dana Soza, a seasoned Customer Success SaaS Growth Expert, and I'm here to turbocharge your business. With over a decade of sales, customer success, and consulting experience, and degrees in psychology and marketing, I bring pre- and post-sales cohesion, strategic prowess, operational excellence, and an unwavering commitment to your success.
Why Choose Me?
✅ SaaS & Customer Success Specialist: If you need someone who specializes in leveraging customer success methodology to master your post-sales engagements, I'm the expert. I've helped Startups (Seed, Series A) and Growth-Stage SaaS companies (Series B, Series C+) optimize their business, streamline operations, grow revenue, increase adoption, and create customer champions.
✅ Growth-Focused Visionary: If you need a proven playbook to scale CS organizations that drives organizational change and continuous improvement, I've got one. Get ready to witness remarkable results that boost profit margins, amp up MRR, and cut down churn rates.
✅ Solutioning Wizard: My forte lies in crafting people-centric programs, processes, and teams that align seamlessly with your company's vision. I'll optimize engagement models, touchpoints, and segmentation for an experience that wows your customers.
✅ Strategic Innovator: My proven and proprietary C.S.A.T. Customer Success Maturity Assessment (Charter, Strategy, Analytics, Talent) is an internal growth-engine tool for SaaS companies that ensures every touchpoint is not just a success but a strategic milestone. I couple it with the ADKAR Change Management process to ensure fast internal adoption and buy-in.
Key Services that Make a Difference:
🚀 CONSULTANT: I've transformed the landscapes of many SaaS organizations. My insights optimize programs, seed groundbreaking CX initiatives, and chart expansion playbooks.
🚀 CONTRACTOR: I've been hired as a short-term CS leader and contractor to implement key CS strategies or programs from within. If you are overworked and need someone who can work internally to deliver on key initatives within your organization, you'll find no better partner.
🌟 COACH: With my guidance, companies grow revenue, leaders optimize CS programs, and CSMs hit performance KPIs. Together, we'll pave the way for success.
💡 TRAINER: My impact extends training & development where I develop (and can deliver) CS team training, enriching your team with the latest insights, content, and coaching.
🎯 STRATEGIC CUSTOMER ENGAGEMENTS: I craft seamless buyer, customer, and all-engagement journeys. Let me provide you with expertly designed customer engagements and processes that are set for excellence.
🎯 ESSENTIAL CUSTOMER SUCCESS DELIVERABLES: I craft organizational structures, team charters, customer segmentation tiers, dynamic segmentation strategies, engagement strategies, customer journeys, journey-stage playbooks, risk playbooks, EBR templates, renewal talk tracks, apology frameworks, case studies, success stories, action trackers, success plans, team charters, voice of the customer programs, customer feedback surveys, onboarding processes, CSM KPIs, customer health scores, RACI matrices, key milestones, managed services, unified and aligned CS GTM strategies, comp plans, OKRs, CSM employee onboarding programs, CSM job descriptions, CSM DNA profiling, CSM interview processes, CSM career pathing, expansion strategies, customer lead generation programs, customer exit interviews...and many, many other key deliverables needed to make your customer success organization sing.
Education and Recognition that Speak for Themselves:
🎓 M.B.A. Leadership Track: Successfully completed at West Texas A&M
📚 B.A. in Psychology, Minor in Marketing: Cum Laude from Cal State University, Long Beach
🏆 CCSMP Mastery Certified: Certified Customer Success Management Professional from Practical CSM
🥇CSM Advanced Professional: Certified Advanced Customer Success Management Professional from Gainsight
🌟 Top Industry Recognition: My brilliance has earned me a spot among the Top 50 Women Leaders in Customer Success, Top 10 Women Leaders in Customer Experience, 2021 Kindest Customer Success Leaders, Top 100 Customer Success Strategists, and LinkedIn's Top SaaS Voice
Ready to transform your business trajectory? I'm here to make it happen.
No project is too big or too small.
Reach out now to embark on a partnership that'll redefine your growth story. Can't wait!