Hey, I’m Maria!

I'm a Head of Customer Success and Growth

Helping Tech Grow Through People-First Strategy

About me

Trajectory

Scenarios

Say Hello

Hey, I’m Maria!

I'm a Head of Customer Success and Growth

Helping Tech Grow Through People-First Strategy

About me

Trajectory

Scenarios

Say Hello

Hey, I’m Maria!


I'm a Head of Customer Success and Growth


Helping Tech Grow Through People-First Strategy


About me

Trajectory

Scenarios

Say Hello

Say Hello

Hey, I’m Maria!


I'm a Head of Customer Success and Growth


Helping Tech Grow Through People-First Strategy


About me

Trajectory

Scenarios

Say Hello

Say Hello

Strategic Focus: Sales-CS Handoff | Revenue Continuity | Predictive Pipeline Intelligence
Simulated Duration: 5 months
Services Provided: GTM Handoff Architecture, CRM Logic Mapping, NPS–Pipeline Correlation Design, API-Triggered Feedback Loops


Problem


In 2024, a high-growth SaaS firm offering productivity solutions for distributed teams was scaling rapidly, yet a silent crisis was brewing beneath the surface: revenue was leaking between Sales and Customer Success.

Despite stellar demos and a 42% lead-to-deal conversion rate, over 35% of new customers experienced onboarding frictions, leading to expansion stagnation and a 15% drop in NRR across quarters. The CS team was receiving clients with incomplete handoffs, low intent signal clarity, and no context of pre-sale promises.

The root issue? A fragmented GTM architecture. Sales operated in Salesforce, CS in HubSpot, Product data lived in Amplitude, and feedback surveys were siloed in Typeform, no unified revenue truth.

I coined this breakdown the “Revenue Intelligence Desync”, a structural flaw that undermines customer continuity, weakens expansion forecasting, and creates “dead zones” between departments.

Strategic Focus: Sales-CS Handoff | Revenue Continuity | Predictive Pipeline Intelligence
Simulated Duration: 5 months
Services Provided: GTM Handoff Architecture, CRM Logic Mapping, NPS–Pipeline Correlation Design, API-Triggered Feedback Loops


Problem


In 2024, a high-growth SaaS firm offering productivity solutions for distributed teams was scaling rapidly, yet a silent crisis was brewing beneath the surface: revenue was leaking between Sales and Customer Success.

Despite stellar demos and a 42% lead-to-deal conversion rate, over 35% of new customers experienced onboarding frictions, leading to expansion stagnation and a 15% drop in NRR across quarters. The CS team was receiving clients with incomplete handoffs, low intent signal clarity, and no context of pre-sale promises.

The root issue? A fragmented GTM architecture. Sales operated in Salesforce, CS in HubSpot, Product data lived in Amplitude, and feedback surveys were siloed in Typeform, no unified revenue truth.

I coined this breakdown the “Revenue Intelligence Desync”, a structural flaw that undermines customer continuity, weakens expansion forecasting, and creates “dead zones” between departments.

Strategic Focus: Sales-CS Handoff | Revenue Continuity | Predictive Pipeline Intelligence
Simulated Duration: 5 months
Services Provided: GTM Handoff Architecture, CRM Logic Mapping, NPS–Pipeline Correlation Design, API-Triggered Feedback Loops


Problem


In 2024, a high-growth SaaS firm offering productivity solutions for distributed teams was scaling rapidly, yet a silent crisis was brewing beneath the surface: revenue was leaking between Sales and Customer Success.

Despite stellar demos and a 42% lead-to-deal conversion rate, over 35% of new customers experienced onboarding frictions, leading to expansion stagnation and a 15% drop in NRR across quarters. The CS team was receiving clients with incomplete handoffs, low intent signal clarity, and no context of pre-sale promises.

The root issue? A fragmented GTM architecture. Sales operated in Salesforce, CS in HubSpot, Product data lived in Amplitude, and feedback surveys were siloed in Typeform, no unified revenue truth.

I coined this breakdown the “Revenue Intelligence Desync”, a structural flaw that undermines customer continuity, weakens expansion forecasting, and creates “dead zones” between departments.

Solution


I designed and deployed a Revenue Intelligence Sync System—a unified GTM handoff architecture that turned CRM tools into a synchronized nervous system for revenue.

1. Context-Enriched Deal Transfer Protocols. Via API-level CRM automation, every closed-won deal triggered a structured context push to CS: key objections handled, value narrative, sentiment score, technical blockers, and urgency flag. This context became a dynamic "handoff capsule" attached to the account.

2. Dynamic NPS-Stage Correlation Model. We connected CSAT and NPS data to the exact deal source, sales rep, and messaging angle. This revealed which acquisition narratives generated expansion-ready customers—and which led to dissatisfaction.

3. Real-Time Revenue Leak Monitor. I built a system in Pipedrive and HubSpot that flagged handoffs with risk signals: late onboarding, stalled product adoption, or CSAT dips. These signals auto-notified both SalesOps and CS leads, closing the feedback loop in real time.

4. Adaptive Revenue Playbooks. Based on behavior-triggered pathways (e.g., Day 10 inactivity, stakeholder turnover), specific CS plays were launched—like proactive QBR scheduling, success milestone resets, or executive sponsor alignment.


Simulated Business Impact


  • +29% expansion opportunity accuracy due to contextual pipeline enrichment.

  • 0% drop-off in handoff-to-adoption window.

  • +18 NPS uplift on accounts where sync system was deployed.

  • Full-funnel visibility: Sales, CS, and Growth operated from a single source of revenue truth.