Projects
Customer Success & Operations work
Each case study follows the same lens: the challenge, the system I built, and the outcome for the customer.
Featured case studies
Onboarding · Zapier + Calendly
Customer Onboarding & Activation System
New customers had no consistent path from signup to first value, and onboarding calls were booked and tracked manually.
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Retention · Health Framework
Customer Health & Retention Framework
Risk signals were spread across support tickets, usage, and conversations with no single view of account health.
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Automation · Zendesk + Make
Zendesk + Make Customer Proof-of-Fix Automation
Manual support follow-ups and repetitive ticket communication after resolution.
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CRM · HubSpot
HubSpot Customer Lifecycle & CRM System
Customer records, lifecycle stages, and service performance lived in scattered places, making reporting unreliable.
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Video Introduction
Meet Sonia — Video Introduction
Get to know the person behind the Customer Success systems.
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Customer Ops · WhatsApp + Airtable
WhatsApp + Airtable Client Orders System
Customer requests scattered across WhatsApp with no structured pipeline.
View case studyOperations Support · Trello
Trello Board for Operations Support
Lack of operational visibility and structure across recurring customer workflows.
View case studyReporting · Monday.com
Monday.com Project & Reporting Board
Difficulty tracking workload, CS progress, and reporting metrics across owners.
View case studyWorkflow System · Dropbox + Notion
Content Workflow for a Video Editing Firm
Disorganized content workflow and chaotic file management across the team.
View case studyStrategy · Fashion Brand
Content Strategy & Workflow Planning
Need for structured content planning and cross-functional coordination.
View case studyDocuments & playbooks
Real artifacts from my Customer Success work.
Customer Onboarding Checklist
Step-by-step activation checklist for driving customers to first value quickly.
Customer Journey Map
End-to-end lifecycle map from signup through renewal and advocacy.
Customer Health Framework
Composite health scoring across usage, sentiment, and support signals.
Customer Communication Templates
Reusable email and in-app messaging templates for CS touchpoints.
Renewal Preparation Checklist
Pre-renewal readiness process covering health, sentiment, and stakeholder alignment.
Escalation Framework
Clear escalation paths and severity tiers protecting experience and SLAs.
SOP Library
Standard operating procedures documenting repeatable CS, CRM, and support workflows.
Knowledge Base Documentation
Self-serve help articles that reduce ticket volume and speed adoption.
Customer Feedback Workflow
Voice-of-customer loop capturing, triaging, and closing feedback back to product & CS.
Customer Success Playbook
Strategic playbook covering retention, expansion, health scoring, and proactive outreach.
SLA Process Document
Service level definitions, response targets, and escalation triggers.
Customer Onboarding Instructions
Customer-facing onboarding guidance for a smooth first-week experience.
Additional systems & screenshots
