Genevieve O.

Senior Customer Success & Project Manager | SaaS & Workflows

I help SaaS and operations-heavy teams scale with clean processes, smarter onboarding, and customer experiences that retain and grow revenue. For the past decade, I’ve worked across SaaS, digital marketing, HR/benefits tech, and service-based businesses, helping teams get organized, improve retention, streamline workflows, and build internal systems that actually make sense. I’m the person who jumps in, figures out how everything works, fixes what’s broken, and makes the entire operation run smoother. My background blends customer success, project management, onboarding, HR/benefits systems, and day-to-day operations. I’m highly organized, people-focused, and great at turning messy or complex processes into clear, repeatable workflows. What I Do Best Customer Success & Client Experience • Build and clean up customer success processes • Improve retention and reduce churn • Manage client communication, expectations, and long-term relationships • Create training, documentation, and proactive engagement workflows SaaS + Service Business Onboarding • Create onboarding journeys that accelerate time-to-value • Configure systems, CRMs, and workflow tools • Run onboarding calls and guide teams through setup step-by-step • Build knowledge bases, SOPs, and internal documentation Project & Operations Management • Lead multi-team projects with timelines, deliverables, and reporting • Align product, engineering, operations, and client-facing teams • Identify bottlenecks and redesign processes for scale •Improve communication flow across teams How I Work I’m a hands-on operator who learns systems quickly, communicates clearly, and solves problems without needing to be micromanaged. I make things easy for your team and your clients. I also use AI-assisted workflow design and operational prompting to automate repetitive steps, improve documentation, and streamline customer success operations — without overcomplicating your systems. My goal is simple: take work off your plate, reduce friction in your day-to-day operations, and give you cleaner processes that scale. Tools & Platforms I Work With Salesforce, HubSpot, GoHighLevel, Freshdesk, Jira, Asana, ClickUp, Smartsheet, Paylocity, ADP, Workday, WEX, bswift, Power BI, Zapier, WordPress, Google Workspace, Slack, Teams, Microsoft Copilot, ChatGPT, Gemini, Claude, HeyGen, Canva, and more. Industries I’ve Worked In SaaS • HR/benefits • digital marketing • education tech • healthcare • call centers • operations • logistics • professional services What You Get Working With Me • Cleaner systems • Smoother client experiences • Clear communication • Reliable follow-through • Someone who takes ownership and gets things done • Less overwhelm, more structure I’m here to help you run your business easier, not add more noise. Clear processes. Smooth operations. Happy clients.