Carl Steven B.

Hi! I’m a results-driven Customer Success Manager and Architect with 7+ years of experience helping businesses streamline customer journeys, improve retention, and scale their operations through smart systems and strategy. I specialize in: ✅ Auditing and optimizing Customer Success workflows ✅ CRM setup, customization, and automation (Richpanel, HubSpot, Intercom, etc.) ✅ Building scalable processes that align with customer lifecycle stages ✅ Creating playbooks, SOPs, and onboarding frameworks ✅ Leading and training Customer Success teams for performance and growth Whether you’re a startup building your CS function or an established brand needing to overhaul inefficient systems, I bring a structured yet flexible approach to elevate your operations. I’ve worked across various industries, tailoring customer success strategies that reduce churn, improve NPS, and increase CLTV. I’m passionate about helping companies turn customer success into a competitive advantage, not just a support function. On Upwork, I’m here to deliver high-impact work, clear communication, and long-term value. Let’s connect and create a Customer Success engine that truly drives your business forward.