Marcello S.

SaaS Ops & Project Manager | Streamlining Workflows with AI

Hi, I’m Marcello a SaaS Operations & Project Manager helping startups and growing teams improve onboarding, streamline operations, and build smarter AI-powered workflows. With 4+ years of experience in SaaS onboarding, customer success, and client-facing project management, I specialize in turning messy processes into clear, scalable systems. I’ve worked with fast-moving SaaS teams, enterprise customers, and cross-functional teams to deliver smoother onboarding experiences, improve internal workflows, and keep projects moving with structure and clarity. I’m also a Top Rated freelancer on Upwork, trusted by clients who need someone proactive, organized, and comfortable working between customers, product, support, and development teams. How I Can Help? SaaS Onboarding & Customer Success Operations I help design onboarding journeys, milestone frameworks, customer handoff processes, training flows, and playbooks that improve activation and create a better customer experience from day one. Project Management & Client Delivery I coordinate projects across teams, manage timelines, organize feedback, document next steps, and make sure customers, internal teams, and technical stakeholders stay aligned. Process Design & SOP Creation I build clear systems, workflows, and documentation using tools like Notion, ClickUp, Asana, Jira, and Monday so your team can scale without relying on scattered information or manual follow-ups. AI & Workflow Automation I help automate repetitive operational tasks using tools like Zapier, Make, ChatGPT, and other AI tools to reduce manual work, improve response times, and create more efficient internal processes. Customer-Facing Documentation & Training I create clear onboarding resources, knowledge base articles, training materials, internal guides, and SOPs that make complex tools easier for customers and teams to understand. Tools I Work With Notion • Zapier • Make • Monday • ChatGPT • Slack • Intercom • Jira • Trello • Asana • ClickUp • Salesforce • Google Workspace • Zoho What Clients Usually Hire Me For ✔ SaaS onboarding setup and improvement ✔ Client-facing project coordination ✔ SOPs, playbooks, and internal documentation ✔ AI workflow automation and process optimization ✔ Customer success operations support ✔ Training materials and knowledge base content ✔ Cross-functional coordination between customers, product, support, and development teams Clients value my ability to bring structure, communicate clearly, anticipate next steps, and turn complex workflows into practical systems that teams can actually use. If you’re building or scaling a SaaS product and need better onboarding, smoother operations, or AI-powered workflows, I’d be happy to help!