Tamara W.

Turning new users into active customers by fixing onboarding, adoption, and early retention during growth phases.

I help B2B SaaS and product-led SaaS teams streamline customer onboarding and adoption when growth outpaces Customer Success capacity or structure.

I typically join teams on a hands-on, short-term basis and work directly inside your tools and workflows — not as a high-level advisor — to support Customer Success execution and deliver clear improvements within the first 30 days.

When to hire me:

You should consider working with me if:

• New users sign up but struggle to reach value on their own

• Onboarding relies heavily on manual CSM effort

• Product and CS aren’t aligned on activation or ownership

• Your team is growing and needs structure fast — without a long hiring cycle

Example: Onboarding redesign for a product-led B2B SaaS

A product-led B2B SaaS team was seeing strong signups but low activation beyond the first few sessions. Onboarding existed across docs, in-app prompts, and CSM follow-ups, but there was no clear path to value.

I joined on a short-term, hands-on basis to map the activation journey, align Product and Customer Success on a single onboarding flow, and redesign onboarding around key usage milestones.

Within the first month, the team had a clearer activation path, a repeatable onboarding process for new customers, and shared ownership across Product and CS instead of reactive follow-ups.

Typical missions include

• Designing and running structured onboarding programs

• Creating playbooks and enablement content to reduce friction

• Setting up customer lifecycle processes for adoption and retention

• Supporting cross-functional execution with Product, Engineering, and Support

Typical engagements last 4–8 weeks and focus on fast, practical improvements.

I bring 12+ years of experience working with complex B2B products and scale-up teams, helping them stabilize and improve Customer Success during key growth moments.