FRACTIONAL CUSTOMER SUCCESS LEAD for B2B Saas
FRACTIONAL CUSTOMER SUCCESS LEAD for B2B Saas
FRACTIONAL CUSTOMER SUCCESS LEAD for B2B Saas
Let's build a customer success engine that turns buyers into champions.
Let's build a customer success engine that turns buyers into champions.
Let's build a customer success engine that turns buyers into champions.
Hi, I’m Fatima. My mission is to help you write a retention story that gets you acquired by delivering world-class post-sales ops.
Hi, I’m Fatima. My mission is to help you write a retention story that gets you acquired by delivering world-class post-sales ops.
You’re here because you want customer experience to be your competitive advantage. I'm armed with 7 years of operational leadership experience to get you there.
You’re here because you want customer experience to be your competitive advantage. I'm armed with 7 years of operational leadership experience to get you there.
Trusted by founders backed by Y Combinator, Bethnal Green Ventures, Octopus Ventures, and Beringea
Trusted by founders backed by Y Combinator, Bethnal Green Ventures, Octopus Ventures, and Beringea
Trusted by founders backed by Y Combinator, Bethnal Green Ventures, Octopus Ventures, and Beringea
Wrestling with your CRM? Let’s bring it to heel.
In 30 minutes, I’ll audit your CRM and diagnose the 3 biggest blockers slowing your team and breaking your data. For free!
Wrestling with your CRM? Let’s bring it to heel.
In 30 minutes, I’ll audit your CRM and diagnose the 3 biggest blockers slowing your team and breaking your data. For free!
Wrestling with your CRM? Let’s bring it to heel.
In 30 minutes, I’ll audit your CRM and diagnose the 3 biggest blockers slowing your team and breaking your data. For free!
About me
About me
I'm an operations leader and specialist with 7 years of experience spearheading customer-facing strategic projects and building best-in-class teams alongside founders in high-growth startups.
I'm an operations leader and specialist with 7 years of experience spearheading customer-facing strategic projects and building best-in-class teams alongside founders in high-growth startups.
I'm an operations leader and specialist with 7 years of experience spearheading customer-facing strategic projects and building best-in-class teams alongside founders in high-growth startups.
my secret sauce:
my secret sauce:
🧪
🧪
🧪
My approach blends UX research, operational excellence, and rigorous data management
My approach blends UX research, operational excellence, and rigorous data management
My approach blends UX research, operational excellence, and rigorous data management
📈
📈
📈
I’m customer-obsessed and aim to deliver predictive and flexible systems built for growth
I’m customer-obsessed and aim to deliver predictive and flexible systems built for growth
I’m customer-obsessed and aim to deliver predictive and flexible systems built for growth
⏩
⏩
⏩
I thrive in highly agile, entrepreneurial environments, where scrappy experimentation meets the need for scalable systems
I thrive in highly agile, entrepreneurial environments, where scrappy experimentation meets the need for scalable systems
I thrive in highly agile, entrepreneurial environments, where scrappy experimentation meets the need for scalable systems
⚡️
⚡️
⚡️
I see myself not just as a builder of systems, but as a spark to drive a cultural shift towards customer-led growth
I see myself not just as a builder of systems, but as a spark to drive a cultural shift towards customer-led growth
I see myself not just as a builder of systems, but as a spark to drive a cultural shift towards customer-led growth
Experience
Fingo Africa
Series A FinTech
2025
Fingo Africa
Series A FinTech
2025
Fingo Africa
Series A FinTech
2025
Fractional Customer Experience Lead
Fractional Customer Experience Lead
Fractional Customer Experience Lead
0-1 build of the post-sales operations team and processes, including end-to-end tech stack design and integration, custom CRM, and onboarding and training design.
I also hired a junior Customer Success Operative to take on the daily management and succession of the function.
Commonplace
Series A B2B SaaS, existed (2025), PropTech
2021 - 2025
Commonplace
Series A B2B SaaS, existed (2025), PropTech
2021 - 2025
Commonplace
Series A B2B SaaS, existed (2025), PropTech
2021 - 2025
Customer Success Lead
Customer Success Lead
Customer Success Lead
Led the Customer Experience team for 3 years, building and executing the entire lifecycle of post-sales management and retention ops, such as knowledge and training, churn risk management, and support infrastructure.
Commonplace was acquired in 2025, an exit primarily motivated by high retention and satisfaction metrics.
TreeApp
Pre-seed B2B2C consumer app
2020-2021
TreeApp
Pre-seed B2B2C consumer app
2020-2021
TreeApp
Pre-seed B2B2C consumer app
2020-2021
Fractional Revenue Lead
Fractional Revenue Lead
Fractional Revenue Lead
First hire as a fractional Biz Dev Lead, where I built out a sustainable consumer brand marketplace and achieved a 10% lead to customer conversion rate.
I also developed and A/B tested pricing models from scratch, delivering the startup’s first revenue stream.
OLIO
Pre-seed B2B2C consumer app
2018
OLIO
Pre-seed B2B2C consumer app
2018
OLIO
Pre-seed B2B2C consumer app
2018
Founder's Associate
Founder's Associate
Founder's Associate
Pre-seed hire at pilot stage, utilised my generalist superpowers to tackle a very wide range of operational projects, including 0-1 build of the account management, customer success, and revenue infrastructure.
Successfully onboarding and managing some of their biggest early pilot customers, including Sainsbury’s, Pret, and Planet Organic.
Wins
Wins
Onboarding and user training flow
Designed, iterated on, and launched an integrated onboarding, training and feature adoption flow at Fingo, which increased onboarding completion rate from 40% - 75% in 3 months.
Onboarding completion rate
47
%
Onboarding and user training flow
Designed, iterated on, and launched an integrated onboarding, training and feature adoption flow at Fingo, which increased onboarding completion rate from 40% - 75% in 3 months.
Onboarding completion rate
47
%
Onboarding and user training flow
Designed, iterated on, and launched an integrated onboarding, training and feature adoption flow at Fingo, which increased onboarding completion rate from 40% - 75% in 3 months.
Onboarding completion rate
47
%
Post-sales CRM build
0-1 build of a post-sales CRM, evaluated 10+ solutions, selected optimal tool for company stage, eliminated data blindspots, and automated reporting flows—delivering immediate efficiency gains in customer experience.
Admin hours per week
18
Post-sales CRM build
0-1 build of a post-sales CRM, evaluated 10+ solutions, selected optimal tool for company stage, eliminated data blindspots, and automated reporting flows—delivering immediate efficiency gains in customer experience.
Admin hours per week
18
Post-sales CRM build
0-1 build of a post-sales CRM, evaluated 10+ solutions, selected optimal tool for company stage, eliminated data blindspots, and automated reporting flows—delivering immediate efficiency gains in customer experience.
Admin hours per week
18
Customer knowledge academy
Designed and delivered a customer knowledge base utilising 15k+ support tickets, including a video library "academy", which boosted enterprise NPS from 6.5 to 8.35 in 6 months.
Enterprise NPS
1.85
pts
Customer knowledge academy
Designed and delivered a customer knowledge base utilising 15k+ support tickets, including a video library "academy", which boosted enterprise NPS from 6.5 to 8.35 in 6 months.
Enterprise NPS
1.85
pts
Customer knowledge academy
Designed and delivered a customer knowledge base utilising 15k+ support tickets, including a video library "academy", which boosted enterprise NPS from 6.5 to 8.35 in 6 months.
Enterprise NPS
1.85
pts
Custom GPT support bot
Built a custom GPT support bot that reduced support tickets by 45% in 6 months and boosted new user task completion from 52% to 75%.
45
%
Support tickets
Custom GPT support bot
Built a custom GPT support bot that reduced support tickets by 45% in 6 months and boosted new user task completion from 52% to 75%.
45
%
Support tickets
Custom GPT support bot
Built a custom GPT support bot that reduced support tickets by 45% in 6 months and boosted new user task completion from 52% to 75%.
45
%
Support tickets
Churn risk dashboard
Developed a custom churn risk dashboard, testing 30+ variables to ensure accuracy, which reduced customer churn from 60% to 40% in 6 months.
33
%
Customer churn
Churn risk dashboard
Developed a custom churn risk dashboard, testing 30+ variables to ensure accuracy, which reduced customer churn from 60% to 40% in 6 months.
33
%
Customer churn
Churn risk dashboard
Developed a custom churn risk dashboard, testing 30+ variables to ensure accuracy, which reduced customer churn from 60% to 40% in 6 months.
33
%
Customer churn
Loyalty and referral programme
Supported an early stage startup to build a referral programme co-designed with champion customers, which brought in 15% of new leads in a quarter.
10
%
MQL Volume
Loyalty and referral programme
Supported an early stage startup to build a referral programme co-designed with champion customers, which brought in 15% of new leads in a quarter.
MQL Volume
10
%
Loyalty and referral programme
Supported an early stage startup to build a referral programme co-designed with champion customers, which brought in 15% of new leads in a quarter.
10
%
MQL Volume
Testimonials
“I can't imagine running Fingo today without the impact Fatima has had on our post-sales operations. In a few weeks, she built intuitive and watertight processes that saved us money and time. We've seen an immediate uptick in customer sentiment across our products.
What made her stand out is her relentless growth mentality - nothing gets past her unless it will scale with the business.”Kiiru Muhoya, Co-founder & CEO (Fingo Africa)
“Fatima is incredibly resourceful and designerly, and she brings unparalleled clarity and laser-sharp vision to her delivery. A generalist at heart, she can think systematically and execute rapidly and with agility. Very startup-minded (as a founder herself) and a delight to work with.”
David Janner-Klausner, Co-founder & CIO (Commonplace)
“I can't imagine running Fingo today without the impact Fatima has had on our post-sales operations. In a few weeks, she built intuitive and watertight processes that saved us money and time. We've seen an immediate uptick in customer sentiment across our products.
What made her stand out is her relentless growth mentality - nothing gets past her unless it will scale with the business.”Kiiru Muhoya, Co-founder & CEO (Fingo Africa)
“Fatima is incredibly resourceful and designerly, and she brings unparalleled clarity and laser-sharp vision to her delivery. A generalist at heart, she can think systematically and execute rapidly and with agility. Very startup-minded (as a founder herself) and a delight to work with.”
David Janner-Klausner, Co-founder & CIO (Commonplace)
“I can't imagine running Fingo today without the impact Fatima has had on our post-sales operations. In a few weeks, she built intuitive and watertight processes that saved us money and time. We've seen an immediate uptick in customer sentiment across our products.
What made her stand out is her relentless growth mentality - nothing gets past her unless it will scale with the business.”Kiiru Muhoya, Co-founder & CEO (Fingo Africa)
“Fatima is incredibly resourceful and designerly, and she brings unparalleled clarity and laser-sharp vision to her delivery. A generalist at heart, she can think systematically and execute rapidly and with agility. Very startup-minded (as a founder herself) and a delight to work with.”
David Janner-Klausner, Co-founder & CIO (Commonplace)
“I can't imagine running Fingo today without the impact Fatima has had on our post-sales operations. In a few weeks, she built intuitive and watertight processes that saved us money and time. We've seen an immediate uptick in customer sentiment across our products.
What made her stand out is her relentless growth mentality - nothing gets past her unless it will scale with the business.”Kiiru Muhoya, Co-founder & CEO (Fingo Africa)
“Fatima is incredibly resourceful and designerly, and she brings unparalleled clarity and laser-sharp vision to her delivery. A generalist at heart, she can think systematically and execute rapidly and with agility. Very startup-minded (as a founder herself) and a delight to work with.”
David Janner-Klausner, Co-founder & CIO (Commonplace)
“I can't imagine running Fingo today without the impact Fatima has had on our post-sales operations. In a few weeks, she built intuitive and watertight processes that saved us money and time. We've seen an immediate uptick in customer sentiment across our products.
What made her stand out is her relentless growth mentality - nothing gets past her unless it will scale with the business.”Kiiru Muhoya, Co-founder & CEO (Fingo Africa)
“Fatima is incredibly resourceful and designerly, and she brings unparalleled clarity and laser-sharp vision to her delivery. A generalist at heart, she can think systematically and execute rapidly and with agility. Very startup-minded (as a founder herself) and a delight to work with.”
David Janner-Klausner, Co-founder & CIO (Commonplace)
“I can't imagine running Fingo today without the impact Fatima has had on our post-sales operations. In a few weeks, she built intuitive and watertight processes that saved us money and time. We've seen an immediate uptick in customer sentiment across our products.
What made her stand out is her relentless growth mentality - nothing gets past her unless it will scale with the business.”Kiiru Muhoya, Co-founder & CEO (Fingo Africa)
“Fatima is incredibly resourceful and designerly, and she brings unparalleled clarity and laser-sharp vision to her delivery. A generalist at heart, she can think systematically and execute rapidly and with agility. Very startup-minded (as a founder herself) and a delight to work with.”
David Janner-Klausner, Co-founder & CIO (Commonplace)
“I can't imagine running Fingo today without the impact Fatima has had on our post-sales operations. In a few weeks, she built intuitive and watertight processes that saved us money and time. We've seen an immediate uptick in customer sentiment across our products.
What made her stand out is her relentless growth mentality - nothing gets past her unless it will scale with the business.”Kiiru Muhoya, Co-founder & CEO (Fingo Africa)
“Fatima is incredibly resourceful and designerly, and she brings unparalleled clarity and laser-sharp vision to her delivery. A generalist at heart, she can think systematically and execute rapidly and with agility. Very startup-minded (as a founder herself) and a delight to work with.”
David Janner-Klausner, Co-founder & CIO (Commonplace)
“I can't imagine running Fingo today without the impact Fatima has had on our post-sales operations. In a few weeks, she built intuitive and watertight processes that saved us money and time. We've seen an immediate uptick in customer sentiment across our products.
What made her stand out is her relentless growth mentality - nothing gets past her unless it will scale with the business.”Kiiru Muhoya, Co-founder & CEO (Fingo Africa)
“Fatima is incredibly resourceful and designerly, and she brings unparalleled clarity and laser-sharp vision to her delivery. A generalist at heart, she can think systematically and execute rapidly and with agility. Very startup-minded (as a founder herself) and a delight to work with.”
David Janner-Klausner, Co-founder & CIO (Commonplace)
“I can't imagine running Fingo today without the impact Fatima has had on our post-sales operations. In a few weeks, she built intuitive and watertight processes that saved us money and time. We've seen an immediate uptick in customer sentiment across our products (a data funnel which she set up!).
What made her stand out is her relentless growth mentality - nothing gets past unless it will scale with the business.”
Kiiru Muhoya, Co-founder & CEO (Fingo Africa)
“Fatima is incredibly resourceful and designerly, and she brings unparalleled clarity and laser-sharp vision to her delivery. A generalist at heart, she can think systematically and execute rapidly and with agility. Very startup-minded (as a founder herself) and a delight to work with.”
David Janner-Klausner, Co-founder & CIO (Commonplace)
CS playbook
The name of the game is SET UP and GO: I set up, you go.
I build customer experience systems across three strategic layers that follow a clear progression: understand customers → don't lose customers → grow with customers.
A project or fractional engagement may include some (or all!) of the following deliverables:
01
Intelligence Systems (Understand customers)
Churn risk dashboards and account management systems
Product and feature adoption tracking and strategy
Customer knowledge base and help centre with custom GPT
Bug reporting and product feedback management flows
02
Foundation Systems (Don't lose customers)
Onboarding flows and completion tracking
Customer satisfaction data funnel and dashboard
SLA agreements and corresponding pricing structure
Customer support services and escalation procedures
03
Growth Systems (Grow with customers)
Customer loyalty and referral programmes
Automated upselling / cross-selling workflows
Lifecycle marketing campaigns
Customer advisory panels and feedback loops
04
Delivery
Custom succession planning which may include:
Succession hiring
Documentation for internal handover
Preferential rates for ongoing support
01
Intelligence Systems (Understand customers)
Churn risk dashboards and account management systems
Product and feature adoption tracking and strategy
Customer knowledge base and help centre with custom GPT
Bug reporting and product feedback management flows
02
Foundation Systems (Don't lose customers)
Onboarding flows and completion tracking
Customer satisfaction data funnel and dashboard
SLA agreements and corresponding pricing structure
Customer support services and escalation procedures
03
Growth Systems (Grow with customers)
Customer loyalty and referral programmes
Automated upselling / cross-selling workflows
Lifecycle marketing campaigns
Customer advisory panels and feedback loops
04
Delivery
Custom succession planning which may include:
Succession hiring
Documentation for internal handover
Preferential rates for ongoing support
Work with me
I work on a project or fractional / contract basis. Book a call to chat through your needs and we can decide what is best for you!
Project
Solve smaller problems faster with expert support
Sample deliverables:
User training programme
Churn dashboard
0-1 CRM build
Best for founders who have identified pain points and need support on delivery.
Fractional / Contract
End-to-end strategic operational planning, focused on scalability
Sample deliverables:
Onboarding journey mapping and implementation
Customer Support systems
Tech stack development
Best for founders starting from scratch, dealing with messy processes, or looking for scalable strategy.
Project
Solve smaller problems faster with expert support
Sample deliverables:
User training programme
Churn dashboard
0-1 CRM build
Best for founders who have identified pain points and need support on delivery.
Fractional / Contract
End-to-end strategic operational planning, focussed on scalability
Sample deliverables:
Onboarding journey mapping and implementation
Customer Support systems
Tech stack development
Best for founders starting from scratch, dealing with messy processes, or looking for scalable strategy.
Did you know that a well-designed CX program can yield a 91% ROI*?
Schedule a free 30-minute call with me
Did you know that a well-designed CX program can yield a 91% ROI*?
Schedule a free 30-minute call with me
Did you know that a well-designed CX program can yield a 91% ROI*?
Schedule a free 30-minute call with me