Fernanda D.

Customer Success Manager | Onboarding, Retention & Product Operations

Hi! I’m Fernanda 👋 I help subscription businesses improve customer retention, create better user experiences, and build the processes needed to support sustainable growth. With 5+ years of experience across Customer Success, Product Operations, and customer experience, I help startups understand their users, improve their customer journey, and turn feedback into actionable improvements that drive engagement. My background is mainly in health and wellness tech, where I’ve worked closely with product, marketing, and operations teams to launch new initiatives, improve member experiences, and create systems that help customers stay engaged long-term. Here’s how I can help: Improve customer experience & retention - Identify friction points across the customer journey and create solutions that improve engagement - Build onboarding and lifecycle initiatives that help customers get more value from a product - Gather customer feedback and translate insights into product and business improvements Bring structure to fast-moving teams - Create processes and workflows that make teams more efficient - Coordinate cross-functional projects and keep initiatives moving from idea to execution - Connect customer needs with internal teams to ensure better experiences Support product and program growth - Lead launches from concept to execution, coordinating product, content, marketing, and operations teams - Manage timelines, priorities, and QA to ensure smooth delivery - Help transform ideas into customer-facing experiences that create value Some examples of the impact I’ve helped create: - Improved customer engagement and community growth by helping scale a wellness community from 10K to 70K+ members through engagement-focused initiatives - Supported retention and customer experience improvements by analyzing user feedback, identifying opportunities, and optimizing customer journeys - Led the launch of multiple digital programs from concept to execution, coordinating different teams and ensuring successful delivery - Created operational processes that helped startup teams improve communication, alignment, and execution I’m a hands-on, structured, and proactive partner who enjoys connecting customer needs, business goals, and the operational work required to make things happen. If you’re looking for someone who can help you improve customer success, increase engagement, and bring more structure to your operations, I’d love to chat.