Jaclyn Varnado

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.