About Jaclyn
I help SaaS companies build and scale their Customer Success function without the cost or commitment of a full-time hire. If you're a founder still running CS yourself, a team that just closed a funding round, or a company whose onboarding is breaking under growth pressure, I can step in and sort it out.
I've spent 10+ years in B2B SaaS across implementation, onboarding, and post-sale retention, building CS from scratch at early-stage startups and managing enterprise portfolios at scale. I'm PMP-certified with a Change Management specialisation, so I don't just design the playbook, I make sure it actually gets adopted.
Typical projects include onboarding playbook design, health scoring frameworks, QBR programmes, CS tool configuration (Gainsight, HubSpot, Salesforce), churn analysis, and interim CS leadership. I'm also happy to work with individual CSMs on mentoring and career development.
I work in English, remotely, and take on a maximum of 2 clients at a time so you get real focus and attention.
English
Native or bilingual
German
Basic
Can work on-site
Munich (up to 50km)
Experience
- Cello (Powerplay GmbH)Senior Customer Success ManagerSOFTWARE PUBLISHINGMay 2023 - Today (3 years and 1 month)Munich, Germany• • Own enterprise onboarding and technical configuration for a PLG/referral SaaS platform• • Drive cross-functional delivery across product, engineering, and sales to meet customer outcomes• • Design and execute onboarding frameworks for complex enterprise accounts from contract through go-live• • Manage ongoing retention and expansion across a portfolio of high-value accounts
- UserlaneSenior Customer Success ManagerEDUCATION AND E-LEARNINGJanuary 2020 - January 2023 (3 years)Munich, Germany• • Managed a portfolio of enterprise accounts using a digital adoption SaaS platform• • Led onboarding, training, and technical setup for new customers across DACH and international markets• • Drove NRR through structured QBR programmes and proactive health monitoring• • Collaborated with product and engineering on customer-driven feature prioritisation
- QGendaCustomer Success SupervisorHEALTH AND WELLNESSJanuary 2018 - January 2020 (2 years)Atlanta, GA, USA• • Led a team of CSMs and Implementation Consultants supporting healthcare scheduling SaaS customers• • Built and scaled CS processes, onboarding standards, and team training programmes• • Partnered with sales and product on retention, upsell, and roadmap alignment
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Education
- Bachelor of Science in Industrial EngineeringGeorgia Institute of Technology2015Bachelor of Science in Industrial Engineering
- Project Management Professional (PMP)Project Management InstituteProject Management Professional (PMP)
Certifications
- PMPProject Management Institute2017
- Change Management SpecialistChange Management Specialist – Management & Strategy Institute2021