Sandra O.

Customer Success | Account Mgt | Onboarding | SaaS, Health & EdTech

If customers sign up excited but slowly disengage… If onboarding feels rushed or inconsistent… Or your team is busy yet key projects still stall… You likely don’t have a growth problem. You have a customer success and operational alignment gap. That’s where I step in. I help SaaS, EdTech,Health tech, Ai and service-based businesses design structured onboarding systems, improve retention, and bring clarity to customer-facing operations. In simple terms, I make sure customers don’t just sign up. They stay, adopt, and grow with you. With 3+ years of experience across Customer Success, Account Management, Project Management, and Operations, I’ve supported startups and scaling teams across SaaS, B2B, B2C, eCommerce, health tech marketing, real estate, and professional services. When growth outpaces structure, customers get confused, teams get overwhelmed, and retention becomes unpredictable. My work fixes that. I build systems that guide customers intentionally from first interaction to long-term loyalty while ensuring your team operates with structure instead of stress. Customer Success & Retention • Structured onboarding journeys that improve activation • Lifecycle planning to reduce churn and increase lifetime value • Proactive engagement strategies that build trust Account Management • High-touch client relationship management • Expectation alignment and structured check-ins Project & Operations • Cross-functional coordination across teams • SOP creation and workflow optimization • CRM visibility and accountability improvements I don’t just manage tasks. I build operating systems around your customer journey. Results include: • 50%+ improvement in customer retention and satisfaction • Up to 60% reduction in operational inefficiencies • Management of 15+ concurrent high-priority initiatives • Onboarding systems that significantly improved adoption Whether you run SaaS, EdTech, or a service-driven business, the fundamentals are the same. Customers need clarity. Teams need alignment. Processes must scale. I bring all three together. Tools: ClickUp, Asana, Monda, Trello, HubSpot, Zoho, GoHighLevel, Zapier, Zendesk, Azure, Slack, Google Workspace, Airtable, Notion, Rocketlane, Profitwell, Churnzero Customer success isn’t just a department. It’s your retention engine and revenue stability. If you need someone to take ownership of onboarding, customer success, account management, and cross-functional coordination, let’s talk. Growth is exciting. It just needs the right systems behind it.