Helping B2B SaaS Companies and Leaders achieve 140%+ NRR

Strategic Customer Success Leadership That Delivers Results

I'm Renata Kashiwaya Pinheiro, a Customer Success Leader, Coach, and Consultant with 15+ years of experience, helping B2B SaaS companies scale sustainably through customer-led growth.

a little bit about me

Relentless problem solver, living in London helping as many people and companies as possible succeed in the start-up space. This is why I created RKP Consulting.I value honest, straightforward communication and transparency - done kindly. This is something that you can always expect from me in all our interactions.I don't just talk about Customer Success strategy—I execute it daily as a senior CS leader in the B2B SaaS space, working with companies that serve enterprise clients across various industries.I believe sustainable growth happens through genuine customer advocacy, empathetic leadership, and data-driven strategies that scale.In addition to Customer Success, I'm passionate about Diversity, Equity and Inclusion and the responsibilities Leadership have in progressing this. In my spare time I am always striving to raise awareness around the issues people face every day.When I'm not optimising customer journeys, you'll find me speaking at CS events, coaching rising leaders, or at home in London with my husband and our energetic dog and cuddly cat.

Why work with me

Hello and welcome!Throughout my 15 years of working with clients, I’ve worked for big multinational companies and various wonderful high growth start-ups. I've been in charge of Customer Success, Customer Support, Customer Experience, Account Management and Customer Operations.During this journey I've built customer success teams from scratch, grown them into intercontinental teams, re-shaped the customer journey to deliver value, implemented softwares to drive automation and much more.My expertise is in scaling, and optimising, Customer Success, solving growth challenging and creating customer centric teams that deliver value during the customer journey, leading to NRR and LTV growth.Highlight of some of my career achievements
140%+ NRR consistently, even in downmarket conditions
237% exceeded professional services targets in FY24
50%+ improvement in customer onboarding efficiency
Scaled teams from 4 to 24 in 18 months
Have helped 12+ people achieve their career promotions and growthMy track record spans:
15+ years in customer-facing leadership roles
VP-level positions at FinTech and MarTech scale-ups
Expertise across: Customer Success, Implementation, Support, Operations, Analytics
Background: MBA from Hult, deep experience in B2B SaaS environmentsI now want to support as many early stage companies as possible either via coaching, consulting or part-time/fractional engagements.Warmest,
Renata

Fractional / Contract

Starting (or scaling) your company is a challenging and demanding process. Oftentimes founders are discovering things as you go and hindsight is always 20/20.Fractional or Contract work allows you to source advice and expertise to help you avoid common early stage mistakes, building the right foundations and processes that allow you to grow in a scalable and sustainable way.If you have questions around any of the following, I would love to chat and see if I can help:
- How do I structure my Customer Success teams?
- How can I ensure Product, Sales and Customer Success work better together?
- How do I optimise customer onboarding?
- How can I automate without losing the human elements that my customers love?
- How can I retain my customer base?
- How do I improve my Net Retention rate?Please feel free to get in touch!

Consulting

Starting (or scaling) your company is a challenging and demanding process. Oftentimes founders are discovering things as you go and hindsight is always 20/20.Fractional work allows you to source advice and expertise to help you avoid common early stage mistakes, building the right foundations and processes that allow you to grow in a scalable and sustainable way.If you have questions around any of the following, some consulting work might suit your needs:
- How do I structure my Customer Success teams?
- How can I ensure Product, Sales and Customer Success work better together?
- How do I optimise customer onboarding?
- How can I automate without losing the human elements that my customers love?
- How can I retain my customer base?
- How do I improve my Net Retention rate?Sometimes all you need is help with a specific project or outcome - that one part of the puzzle that needs to happen for things to fall into place. Capacity is an issue and hiring someone to look after it can be time consuming and costly. This is where Fractional CS comes in!It is execution focused, built around your needs and goals, delivered within a specific timeline of your choice.Consulting can help you with:
- Mapping out the customer journey
- Launching a referral scheme
- Implementing the right technologies to drive automation
- Setting up the right KPIs and dashboards to track success
- Creating a self-serve motion for your customers
- Improving key customer success metrics (e.g.: Time to Value, Retention, NRR)
- Setting up CS teams for new market entry
and much moreDo you have a problem within customer success that you want sorted?Get in touch and we can talk about how to best solve it.

Coaching

"Kindness is the force that draws us together" - Nick CaveKindness has had a marked and meaningful impact in my life. One of my personal goals is to show gratitude to everyone who has ever helped me by helping others - mentoring is one way I strive to do that.I've had many experiences throughout my life, lived through a lot and made a lot of mistakes. Sharing these, and my learnings, has proven helpful to people in the past.My coaching style is flexible and generally informal - I believe a lot can be learnt and shared by having great conversations, providing people with the space to talk, share and feel listened to.Feel free to get in touch if you want to have an informal conversation on how I can help or if any of the following topics are of interest:Customer Success
Leadership
Working in Start-ups
Managing Change
People Management
Transitioning into senior roles
Navigating growth & complexity
Building confidence & influence
Coaching for managers & individual contributorsWarmest,
Renata

Featured content

Podcasts and WebinarsI had the pleasure of speaking with Custify on Navigating Customer Success in Start-ups and how to navigate some common challenges.I'm grateful to have participated in Inspiring Future Leaders podcast, where you can hear me talk about leadership and DEI.Speaking engagementsI have experience speaking and doing panel sessions sessions in events such as the Chief Customer Officer London and also delivering curated content as part of certified training courses such as the Customer Success Leadership Accelerator.If you'd like me to speak at your event or course, please feel free to get in touch!

Lets work together

If you’re building your CS strategy, coaching your team, or looking for a speaker — I’d love to connect.You can fill in the form below or find me on LinkedINSpeak soon,
Renata