Fractional Customer Success Leadership for B2B Tech Companies
Strategic Customer Success Leadership That Delivers Results
I help founders and CEOs build, enhance and scale their post-sales teams, without the cost, commitment or risk of a full-time hire.
a little bit about me
Hello and welcome!I'm Renata, and I'm a 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 Success Tree.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 tech space, working with companies that serve clients across various industries.I believe sustainable growth happens through genuine customer advocacy, empathetic leadership, and data-driven strategies that scale.
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
Helped 12+ people achieve their career promotions and growth
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.
I look forward to the opportunity of working together.Warmest,
Renata
How I Work
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 software to drive automation and much more.My expertise is in scaling and optimising Customer Success, solving growth challenges, and creating customer-centric teams that deliver value throughout the customer journey, leading to NRR and LTV growth.My track record spans: 15+ years in customer-facing leadership roles, VP-level positions at FinTech, MarTech, SupplyChain Tech and other B2B tech scale-ups, expertise across Customer Success, Implementation, Support, Operations and Data Analytics.Background: MBA degree and a deep experience in B2B tech environments
Where I've done this beforeA B2B2C FinTech Scale-up
I inherited a reactive team of 9 with no clear structure. I restructured into four distinct teams (Customer Success, Account Management, Support, and Operations), each with dedicated leadership. Within 18 months, the team had grown to 24. We achieved 157% and 147% NRR across two consecutive years, and cut customer onboarding time by more than 50%.A B2B Connected Worker Platform
I joined a team of 12 with unclear roles and no separation between professional services and strategic CS. I restructured the function, built a professional services arm from scratch, and established a strategic CS practice. We achieved 140%+ NRR in challenging market conditions, exceeded professional services revenue targets by 237% in FY24, and increased implementation capacity by 137%.I now want to support as many early stage companies as possible either via coaching or fractional engagements.
Fractional Customer Success
Customer Success can look very different from one business to the next. The right model sits at the intersection of the industry you operate in, the customers you serve, the product you're building, and the experience you choose to deliver. This intersection determines everything that comes after: the customer journey, segmentation, the best roles to deliver the experience, the engagement approach, KPIs, and team structure.I embed in your business as your senior CS leader and work with you to define that model, build it, and run it alongside you until it's self-sustaining. I don't write a strategy deck and leave. I lead the team, coach individuals, and drive the change through to day-to-day practice.My approach follows three stagesUnderstand: I spend time with your leadership, your CS team, your customers, and your data to build a clear, honest picture of where things stand. The output is an assessment of the current state, a recommended CS model for your business, and a transformation roadmap we review together before agreeing the way forward.Transform: We define the right direction, align on it together, and execute in waves, evaluating and course-correcting as we go. Changes are implemented in phases, with regular check-ins on progress and feedback gathered throughout from the team, stakeholders, and customers.Sustain: Make sure the change sticks without me. Iterate, fine-tune, strengthen the team, and prepare for handoff to a permanent CS leader. The goal is a function with strong foundations, a team that knows what good looks like, and a plan for continued growth.What drives me
The question I hold myself to is simple: are things better after I leave, and have I made a measurable impact through my work? That is what I am working towards in every engagement.Customer Success is fundamentally about working with people: your customers, your colleagues across the business, and the team doing the work. I start with the humans and design around them. You can't spreadsheet your way to a high-performing team.I work on a flexible basis, whether that's a few days a week embedded with your team, monthly strategic sessions, or an ongoing retainer. The format depends on what you need and where you are in your journey.
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 - coaching 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. Leveraging 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
I've spent 15+ years building and leading post-sales teams at B2B tech companies, from early-stage through to scale-up. I care about getting it right, not getting it done quickly, and I bring the same energy and ownership to fractional work as I would to a full-time role.
If you're building or scaling your post-sales function and want to talk through what that could look like, I'd love to connect.You can fill in the form below or find me on LinkedInSpeak soon,
Renata