As Founder & Head of Customer Success in Edtech & SaaS Consulting, I built the customer success function from zero, creating onboarding flows, health-scoring models, and renewal playbooks for client goals and compliance requirements.
I managed end-to-end relationships across 200+ SMB and mid-market accounts, using adoption reviews and proactive outreach to support retention. I also led expansion conversations and shared customer feedback with product and operations teams.
I implemented Claude and Make automations for follow-ups, onboarding reminders, and reporting pipelines, reducing manual effort by 40%+. I also managed a cross-functional team of 3–5 across support, onboarding, and account management.
