B2B SaaS · Fintech · Latin America
Customer success. Operations. Revenue. Latin America.
Independent advisory for founders and leadership teams navigating critical operational decisions - building CS functions, designing operating models, improving NRR, and scaling in Latin America.
Start a conversationWhat This Is
A decade of senior operator experience - Director and VP level - at venture-backed B2B SaaS, AI-powered fintech, and technology companies across Mexico, Latin America, and Africa.
Every engagement has required building something that did not yet properly exist: a customer success function, an operating model, a post-sale revenue engine, a regional operation. That is the work. The result is always the same - a structured, autonomous function that operates without the founder in every decision.
This is not advisory at arm's length. Frameworks are built for the specific context. Deliverables are designed to be executed by the internal team. The bias is toward outcomes over process elegance.
Situations This Work Addresses
The team is reactive. No structured onboarding, no health scoring, no renewal process. Churn is high and the root causes are unclear.
Growth has broken processes. Every significant decision flows through leadership. Teams are siloed and handoffs fail regularly.
Losing more from churn than gained from expansion. No structured renewal process. The CS team has no commercial mandate.
HQ assumptions about Latin America are wrong. The operating model that worked in Europe or the US does not translate.
Before committing to structural changes, a new CS or Ops leader wants an honest external diagnostic - what works, what doesn't, what to fix first.
The board is helpful strategically but not operationally. A trusted advisor with real operator depth would change how decisions get made.
Services
Building or rebuilding post-sale functions that retain clients, reduce churn, and generate expansion revenue. From CS maturity diagnostic through full architecture design - onboarding, health scoring, renewal, and expansion playbooks. Available as a 3–4 week diagnostic, a 6–8 week architecture sprint, or a longer transformation program.
Designing operating models that grow with the company - clear accountability frameworks, KPI systems, OKRs, and cross-functional processes that work without the founder as the operational hub. Includes operating model diagnostic, RACI, OKR framework, KPI dashboard, and critical process maps.
Building the commercial infrastructure of customer success - churn root cause analysis, account segmentation, retention and expansion playbooks, renewal process design, and CS commercial enablement. For companies where NRR is below 110% and investor pressure requires a structural response.
Helping international companies - primarily European and US SaaS - scale operations in Mexico and Latin America. Operating model adaptation, market prioritisation, team design, and on-the-ground regional perspective. Also available as an ongoing monthly advisory retainer.
Selected Situations
All situations are generalised. No client names or confidential details are disclosed.
Series A · B2B SaaS · Mexico · ARR ~$3M
Founder doing CS on the side. No onboarding process. Two enterprise clients churned in six months. First CS hire imminent but no framework in place.
CS Architecture SprintEuropean B2B SaaS · Entering Mexico
HQ wants to expand into Mexico. No operational infrastructure. Country Manager being recruited but no operating model adapted for the region.
LATAM Operations AssessmentSeries B Fintech · 120 Employees · CDMX
Doubled headcount in 14 months. CEO is a bottleneck in every cross-functional decision. NRR declining. New COO joining in 60 days.
Operating Model SprintUS SaaS · New VP of CS · No Inherited Structure
Incoming VP of CS inherits no data, no established process, no baseline metrics. Needs an independent view before committing to structural changes.
CS Readiness AuditEngagement Model
Every engagement begins with a direct exchange to understand the specific situation and assess fit. No referral required. If you have a specific operational challenge that matches the work described here, reach out directly.
If there is a strong fit, a written proposal defines the objective, scope, deliverables, timeline, and fee. Nothing begins until the scope is agreed in writing. A signed services agreement is required.
Work proceeds against the agreed scope with defined milestones and regular check-ins. Deliverables are reviewed together - not sent without context.
Each project closes with a formal handover. The work is designed so the internal team can execute independently. No ongoing dependency is required.
At the close of a project, some clients move to a monthly advisory retainer. This is offered selectively based on fit and capacity. Only 2–3 engagements are active at any time.
Contact
If the situation described anywhere on this site matches something you are working through, a direct message is the right first step. No intake process, no consultation fee, no obligation.
A short exchange is usually enough to determine whether there is a strong fit. If there is, a scoped proposal follows. Capacity is limited to 2–3 active engagements at a time.