Renee F.

Customer Success Leader | Strategic Scalable Growth & Retention

I excel at helping SaaS companies build world-class Customer Success operations that retain customers and drive growth. With 15+ years in CS (10+ in leadership) at ZipRecruiter and Indeed, I thrive on turning post-sale challenges into scalable systems that deliver measurable impact and a world-class customer experience. My expertise: • Mapping and optimizing the customer journey • Creating actionable playbooks • Streamlining processes for efficiency and scale • Building and executing retention and churn reduction strategies • Defining and evolving KPIs to measure success • Hiring, scaling, and leading high-performing teams Key Results: • Boosted retention 42% in one year at ZipRecruiter ($30M+ revenue impact) • Transformed ZipRecruiter’s Enterprise CS org from transactional to strategic, launching an Onboarding Success team and a “White Glove” accounts program • Built and scaled two global CS orgs from scratch at Indeed I love working with execs and founders to identify gaps, implement practical solutions, and inspire people to deliver real business results. If you need a fractional CS leader to bring clarity, structure, and sustainable growth to your post-sale operations, I’d love to collaborate.