Lucia V.

Customer Success Manager & Operations Specialist with a focus on SaaS onboarding, helping teams improve customer adoption and retention through structured onboarding programs, customer success strategies, and strong operational processes. With a background spanning customer success, onboarding, operations, and customer support, I help businesses build structured workflows that improve the customer experience from onboarding through long-term engagement. Here’s how I can support your team: CUSTOMER ONBOARDING AND ADPOTION - Build and improve onboarding workflows, checklists, and customer journeys that help users reach value faster. - Support customer activation by identifying blockers, improving communication, and creating a smoother onboarding experience. - Develop documentation, guides, and resources that make onboarding more efficient. CUSTOMER SUCCESS AND RETENTION - Manage customer interactions, identify pain points, and provide proactive support to improve satisfaction and retention. - Track customer feedback and recurring issues to uncover opportunities for product and process improvements. - Support customer health monitoring and engagement tracking to identify risks early. CUSTOMER OPERATIONS AND PROCESS IMPROVEMENTS - Create SOPs, trackers, and internal workflows that improve team organization and efficiency. - Manage support processes using tools like HubSpot, Zendesk, Freshdesk, and Intercom. - Collaborate across teams to ensure customer issues are resolved quickly and information flows smoothly. My experience includes managing customer requests, improving internal processes, documenting workflows, and supporting teams with the systems needed to deliver consistent customer experiences. TOOLS I WORK WITH HubSpot • Zendesk • Freshdesk • Intercom • ClickUp • Asana • Trello •Zapier • Google Workspace • Tableau I believe great customer success starts with strong operations. When onboarding is structured, processes are clear, and customer feedback is captured effectively, teams can reduce friction and create experiences that keep customers engaged. If you need someone who can support customers while also improving the systems behind the experience, I’d be happy to help.