Heather M.

I help growing businesses build the systems, processes, and customer experiences they need to operate more efficiently and scale without creating more chaos. I bring 13+ years of experience as a business owner, operations leader, and Customer Success professional. I built and scaled my own service business to more than $1M in annual revenue before successfully selling it, and I now bring that same owner-level perspective to the businesses I work with. I am equally comfortable developing strategy and rolling up my sleeves to execute it. I can step into an ongoing operational role, lead projects and initiatives, build or improve systems from the ground up, or identify what is not working and create a practical solution. Areas I can help with include: • Business operations and process improvement • Customer Success and customer experience • Customer lifecycle, onboarding, retention, and engagement • SOPs, documentation, and workflow design • AI-supported processes and automation strategy • Hiring, onboarding, training, and team development • CRM and operational system optimization • Project and implementation management • KPI tracking, reporting, and operational analysis • Cross-functional coordination and accountability My current work includes building and scaling Customer Success processes, managing approximately 180 business-owner accounts, designing customer lifecycle strategies and workflows, analyzing customer engagement and churn risk, and partnering across Product, Engineering, Sales, Marketing, and Operations to improve both the customer experience and internal processes. What sets me apart is that I have been on both sides of the table. I understand what it means to advise a business, but I also understand what it means to own one, lead a team, manage the day-to-day operation, make difficult decisions, implement new systems, and be accountable for the result. If you need someone who can see the big picture, identify what needs to change, and then actually help make it happen, that is where I do my best work.