Lovelyn U.

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.