Esther N.

I help growing SaaS and service businesses build scalable operations, improve cross-functional collaboration, and create the systems that keep projects, teams, and customers moving forward. For the past six years, I've served as Director of Customer Success & Operations for a growing SaaS company, leading a remote team of eight, supporting more than 500 active clients, and partnering directly with the CEO, CTO, and executive leadership to improve operations, customer experience, and product delivery. I regularly identified operational gaps, developed proposals, challenged existing processes when appropriate, and collaborated on strategic initiatives across departments. I also worked directly with customers, leading hundreds of consulting, partnering with executive leadership to improve operations, product delivery, customer experience, and cross-functional collaboration.. I redesigned onboarding processes that helped reduce onboarding churn from approximately 12% to 3% while creating scalable systems for implementation, support, and project coordination. I can help with: Operations & Process Improvement - SOP development and documentation - Workflow design and optimization - Process mapping and operational improvements - Cross-functional coordination and handoffs Client Onboarding & Customer Success - Customer onboarding strategy - Client implementation and launch coordination - Customer success operations - Escalation management and client communication Product & Project Coordination - Product backlog and task management - Project coordination and follow-up - QA coordination and launch readiness - Requirements gathering and documentation Business Operations - CRM management and optimization - Reporting, dashboards, and data organization - Executive support and operational planning - AI-assisted workflows I enjoy bringing order to complexity by creating organized systems, improving communication, and ensuring priorities don't fall through the cracks. Whether you need a trusted executive partner, an operations leader, or someone to keep projects moving from start to finish, I take ownership, communicate proactively, and focus on delivering results. I'm equally comfortable facilitating executive strategy discussions, collaborating with technical teams, or leading client-facing consulting and onboarding meetings. If you're looking for someone who can help your business operate more efficiently while allowing you to focus on growth, I'd love to connect. Tools & Platforms Project Management: Asana, Trello, Monday, Ninety Communication: Slack, Microsoft Teams, Discord, Google Workspace Customer Success & CRM: HighLevel, Zendesk, Freshdesk Automation & AI: Zapier, ChatGPT, Gemini, Google AI Studio Reporting: Google Sheets, Excel, Looker Studio Business Operations: Shopify, Gusto, QuickBooks