Fractional First
CSPAL

Customer Success & Product Analytics Leader

Head of Customer Success & Product Analytics

Southern Europe

Description

This executive is a seasoned leader with over 12 years of international experience building and scaling customer-centric organizations within B2B SaaS environments. Specializing in integrating customer success with product analytics, this professional drives retention, adoption, and business growth by partnering strategically with executive teams. Known for designing customer lifecycle strategies, health scoring models, and actionable insights, the executive excels at turning customer behavior data into informed business decisions. Combining strong operational expertise with a passion for data-driven collaboration, this leader thrives in cross-functional, growth-focused environments.

Key Roles

  • •Built and led Customer Success and Product Analytics functions at a SaaS company, defining comprehensive customer lifecycle, KPIs, and product usage frameworks from inception.
  • •Successfully reduced churn by approximately 20% and increased Net Revenue Retention by 15% leading customer success efforts at a logistics technology firm.
  • •Designed and implemented advanced customer health scores, retention methodologies, and ROI frameworks supporting proactive engagement and strategic pricing.
  • •Collaborated across continents and industries to align customer success, sales, and product teams, fostering product adoption and sustainable growth.
  • •Advocate for pragmatic, experience-based customer success strategies tailored for startups and scale-ups seeking scalable growth.

Meet Me

I am a dedicated professional with over a decade of hands-on experience in building Customer Success and Product Analytics functions that genuinely impact retention, smarter product adoption, and sustainable revenue growth. I specialize in partnering with startups and scale-ups to create these capabilities from the ground up using pragmatic, tailored approaches rather than buzzwords. Passionate about connecting customer insights with product and business strategy, I help teams make data-driven, customer-centered decisions. Outside of work, I’m deeply committed to human rights and economic empowerment.

Personas

Customer Success Architect

  • •Designed and implemented end-to-end customer success frameworks for startups and scale-ups.
  • •Developed customer lifecycle and health scoring models that reduce churn and enhance revenue retention.
  • •Experienced in coaching teams to drive operational excellence and foster a customer-centric culture.

Superpowers

Superpowers not available

Sweet Spot

Excels at the intersection of customer success, product analytics, and business strategy, particularly within early to growth-stage SaaS companies aiming to build or restructure customer-centric organizations. Strengths include operationalizing data-driven retention strategies, empowering teams with actionable insights, and leading cross-functional collaboration to achieve measurable business outcomes.

Functional Skills

Customer Success Strategy & Operations
•
Customer Lifecycle Design- Developed comprehensive frameworks including onboarding processes, health scoring systems, and retention playbooks.
•
Churn Reduction & Revenue Retention- Led initiatives that resulted in significant churn reduction and increased net revenue retention.
•
Team Leadership & Development- Managed and coached customer success teams to deliver operational excellence and foster customer-centric service.
Product & Data Analytics
•
Product Usage Analytics- Designed and implemented event taxonomies and canonical event tracking to enable data-driven prioritization for product development.
•
Customer Insights to Product Strategy- Translated customer behavior and success metrics into actionable insights for product improvements and strategic planning.
•
Executive Reporting & Pricing Strategy- Developed executive dashboards and ROI frameworks to support pricing decisions and long-term revenue growth.
Cross-Functional Business Leadership
•
Strategic Partnership with Product & Sales- Collaborated closely with sales, product, and operations teams to align customer success objectives with broader business goals.
•
International & Multicultural Experience- Operates effectively across diverse geographic markets including Europe and Latin America, leading cross-cultural teams.
•
Customer-Centric Growth Mindset- Advocates for pragmatic, customer-first approaches that challenge assumptions and deliver measurable impact.

User Manual

Thrives in roles valuing pragmatic, data-driven approaches with end-to-end ownership of customer success and analytics functions. Appreciates clarity on strategic objectives and autonomy to design and implement operational frameworks. Collaborative environments prioritizing cross-functional alignment provide energizing challenges. Values honest communication, continuous learning, and the courage to challenge norms to achieve meaningful customer impact.

Want to see more candidates like this?

This is an anonymous profile. Contact Fractional First to view full profiles and discover more world-class fractional executives.

Education

  • •Master’s degree in International Management from a leading European business school
  • •Postgraduate studies in Human Rights from a notable European university
  • •Bachelor’s degree in International Relations from a reputable regional university
  • •Completed academic exchange at a distinguished European university

Focus Areas

Customer Success StrategyProduct AnalyticsCustomer Retention and ExpansionCross-Functional LeadershipExecutive ReportingPricing StrategyBusiness Growth

Industries

SaaSMaritime and ShippingLogistics and Supply ChainTechnologyB2B Services

Geographical Coverage

EuropeLatin AmericaSouthern EuropeIberian PeninsulaSouth America

Stage

StartupsScale-upsGrowth-stageOperational Transformation

Personal Interests

Human RightsEconomic EmpowermentCustomer-Centric InnovationInternational RelationsCross-Cultural Collaboration