Jessica M.

As your business grows, delivering an exceptional customer experience becomes more challenging. Customers expect seamless onboarding, proactive communication, and a trusted partner who understands their goals, not just another support contact. That's where I come in. I help growing SaaS companies strengthen customer relationships, improve retention, and build scalable customer success operations. Whether you need someone to manage strategic customer accounts, own your onboarding experience, improve internal processes, or simply take client management off your plate, my goal is to become a trusted extension of your team. Over the past 9+ years in client-facing roles, including 3+ years managing enterprise SaaS customers, I've managed a $9M portfolio across 14 enterprise organizations, partnered with executive stakeholders, led customer onboarding and adoption initiatives, recovered more than $1.2M in at-risk revenue, and consistently maintained 97%+ customer retention. I don't believe freelancers should feel like outsiders. I immerse myself in your business, learn your product quickly, communicate proactively, and take ownership of customer relationships so you can focus on growing your company with confidence. How I Can Help: Customer Success • Customer onboarding & implementation • Strategic Customer Success Management • Product adoption & customer engagement • Customer lifecycle management • Customer retention & churn reduction • Customer health monitoring • Executive Business Reviews (EBRs/QBRs) • Renewals support Client Management • Enterprise account management • Executive stakeholder communication • Customer communications • Escalation management • Relationship building & account growth Client Operations • Process improvement • SOP and documentation creation • CRM management & organization • Project coordination • Cross-functional collaboration between Product, Sales, Support, and Operations • Customer journey optimization Why Clients Choose Me ✔ Managed a **$9M enterprise customer portfolio** ✔ Supported **14 enterprise organizations** simultaneously ✔ Maintained **97%+ customer retention** through proactive relationship management and risk mitigation ✔ Recovered **$1.2M+ in at-risk customer revenue** by rebuilding trust and driving successful outcomes ✔ Experienced partnering with executives while aligning customer needs with internal business priorities ✔ Comfortable navigating ambiguity, solving complex problems, and creating structure where it doesn't yet exist I Work Best With • Growing SaaS startups preparing to scale • B2B software companies serving SMB or enterprise customers • Agencies managing long-term client relationships • Founder-led businesses that need experienced customer success leadership without adding a full-time hire If you're looking for someone who can confidently represent your company, build lasting customer relationships, improve your customer operations, and proactively solve problems before they become escalations, I'd love to connect. Let's talk about how I can help your customers succeed, and help your business grow alongside them.