About Sara
I build customer success functions that run without me.
For more than 15 years, I've led client and customer teams. That includes building customer success from scratch as the founding VP or Chief Customer Officer at three B2B SaaS companies, and managing Fortune 500 relationships at the C-level.
At almost every growth-stage company, I've seen the same wall. Customers are signing, but onboarding is inconsistent, churn is creeping up, and nobody owns the post-sale experience. Now I step in as a part-time CS executive: I put the systems in place, coach your current team or hire the right people, and hand you a function that runs on its own.
109%
net dollar retention across 575 SaaS customers
50%
faster implementation, from 6 months to 90 days
$650K+
new expansion ARR from a repeatable framework
95%
CSAT after rebuilding the support stack
Track record
| Role | Company | Highlights |
|---|---|---|
| VP, Customer Success & Marketing | Idle Smart | 108% NRR and 98% GRR; 55% product attachment rate from a new upsell engine |
| VP, Customer Success | Govenda | 109% NDR and 94% GDR across 575 SaaS customers; $650K+ new ARR; CSAT raised to 95% |
| Chief Customer Officer | LendingStandard | Implementation cut from 6 months to 90 days; 40% revenue growth from contract strategy |
| Director, Client Services | Service Management Group | $5M Fortune 500 portfolio including Chick-fil-A, Dunkin' and Kohl's; 10% annual growth |
Education & earlier roles
- MBA, Management and International Business, Rockhurst University
- BS, Marketing Research, Missouri State University
- Earlier roles in marketing at CenturyLink and buying at Walmart
If your customers are your growth strategy, let's talk.
A 30-minute call to hear where you are and whether I can help.