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I will build a customer success playbook, churn strategy, and onboarding system
Customer Success and Operations Consultant
Operations leader and customer success strategist with 10+ years of experience across fitness, hospitality, real estate, e-commerce, and entertainment industries. I help businesses streamline operatio...
About this Gig
Helped a subscription business grow 115%. Not with new software. Just better CS operations. That's what I build for you.
I create full CS playbooks built around your specific business: onboarding workflows, health scoring frameworks, QBR templates, and churn intervention plays. Built for B2B SaaS and subscription companies that are losing customers they should be keeping.
Every playbook is written around your actual customer journey. Not a generic template with your logo dropped in.
What's included:
- Onboarding workflow with milestones and checkpoints
- Health scoring model tailored to your product and usage signals
- Churn risk triggers and intervention playbook
- QBR and check-in templates for high-touch accounts
- Escalation paths and handoff SOPs for CS and sales
Best fit for:
- SaaS and subscription businesses with 50+ customers
- CS teams without a formal playbook or retention process
- Founders who are the de facto CSM and need to hand it off
Message me with your current churn rate and team size. I will build around what you actually need.
Credentials: CustomerSuccessU CSM Certified | HubSpot RevOps, Service Hub, Reporting, Sales Mgmt | 25 certs (2026)
Business type:
Startups
•
SMBs
Industry:
Business services & consulting
•
E-Commerce
•
Software
My Portfolio
FAQ
What industries do you work with?
Mostly B2B SaaS and subscription businesses, but the work transfers to any company where keeping customers long-term matters. I've built CS systems for fitness brands, real estate platforms, e-commerce, and nonprofits. If you have a recurring revenue model, we're probably a good fit.
What's included in each package?
Basic ($65): Onboarding flow, milestone map, one churn play. Standard ($250): Full playbook with health scoring, QBR templates, escalation procedures, and renewal. Premium ($350): Standard plus a CRM workflow map and two weeks of async support. All packages include a kickoff call and one revision.
How do you customize it for my business?
Before I build anything, I get on a quick call to map your current customer journey, find your biggest drop-off points, and understand how your team works. Everything I send you is written from scratch around those specifics. I don't use templates with your name swapped in.
Do I need to know exactly what I want before ordering?
No. Most clients come in knowing something isn't working — high churn, poor onboarding, no retention strategy. That's enough. I'll send a short intake form after you order to map out the right playbook for your situation.
What information will you need from me?
After you order, I'll send a short intake form asking about your product, customer journey, typical churn triggers, and any existing processes. The more context you share, the more specific and actionable the playbook.
How long does delivery take?
Basic is delivered in 5 days. Standard in 7 days. Premium in 10 days. If you need it faster, message me before ordering and I can check availability for a rush turnaround.
Does this work for non-SaaS businesses?
Yes. The playbook framework works for any subscription or recurring-revenue model — SaaS, membership communities, fitness studios, coaching programs, and more. I'll adapt the structure and language to your specific customer type.
What format are the deliverables in?
All deliverables are provided as Google Docs with edit access. If you need a different format — Notion, Word, or PDF — mention it in your intake form and I'll accommodate.
