Marian C.

You have an amazing product. You probably have a great sales team too, bringing customers through the door. But what happens after they sign? Because if nobody is really taking care of the customer after that point, you could be losing revenue without even realizing where it’s happening. Honestly, that missing piece might be me. Getting a customer in the door is one thing. Making sure they actually use what they paid for, get value from it, stay engaged, renew, and eventually expand is a different job entirely. That’s the part I enjoy. I’m a Customer Success Manager and Technical Account Manager with 7+ years of experience across SaaS, AI, and ecommerce businesses. I also have a strong operations background, so I naturally pay attention to the workflows, systems, SOPs, and processes that keep everything running properly behind the scenes. My focus is simple: help customers get value faster, stay longer, and grow with the product. Here’s where I can help: Build or improve onboarding so customers reach value faster Identify churn risks before they become cancellations Manage renewals and expansion as part of the customer relationship, not just another task on a calendar Handle technical conversations so customers aren’t left waiting for someone to explain what’s going on Build and improve the operational processes that keep things from falling through the cracks One thing I’ve learned about myself over the years is that I don’t easily accept the first “no.” I once had a customer who paid $10,000 for a program and, just one week in, wanted a full refund because he felt the program wasn’t what he had signed up for. I could have simply processed the refund. Instead, I got on a call with him and asked what he had actually hoped to learn. It turned out that what he was looking for was already part of the program. He just didn’t recognize it because it wasn’t presented in the way he expected. He stayed. A few months later, he upgraded to our $15,000 tier. That experience stuck with me because sometimes a customer who wants to leave isn’t necessarily done with the product. Sometimes they just haven’t connected the product to the outcome they actually care about. That’s also how I approach product adoption. If a customer is paying for features they aren’t using, I want to understand why, then help them see how those features could actually support their goals rather than simply telling them to “use more features". I also know how to spot growth opportunities that are tied to the customer's growth and the company's revenue. I also come from a technical background, so I’m comfortable working around AI models, Jupyter Notebook, Google Colab, GitHub, GitLab, product configurations, and technical issues. That means I can sit between a customer, an engineer, and a founder and keep the conversation moving. I don’t just pass messages from one person to another. I can understand enough of the technical side to ask better questions, communicate clearly, and help move things toward a solution. From the moment a customer signs up, I’m thinking about time to value. How quickly can we get them to their first real win? Then I’m watching what happens after that. Is usage dropping? Has the customer suddenly gone quiet? Are they struggling with something they haven’t mentioned yet? Are there features they could be using that would make the product more valuable to them? Those small signals often show up long before a cancellation does. So I don’t like waiting for customers to complain before I act. You already have the product. You probably already have someone selling it. What you may need is someone making sure those customers actually get value from what they bought, stay engaged, renew, and find more reasons to grow with you. That’s where I come in. If that sounds like something your team needs, send me a Hello or Hi. I’d love to learn more about your team, your customers, and where I could come in and add value.