Freelance Customer Success Managers in Los Angeles
Freelance Customer Success Managers in Los Angeles
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Samantha Tovar
Los Angeles, USA
Fractional support & ops for solo SaaS founders
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Fractional support & ops for solo SaaS founders
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Description: Built and refined the internal admin panel for CustodyIQ, including a full customer health scoring system (0–100), plan badges, last login tracking, churn risk flags, and Stripe subscription status. Used to monitor all active subscribers, identify at-risk accounts, and trigger personal outreach before churn occurs.
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1. Fixed a Payment Bypass Vulnerability in a Live SaaS Caught a critical flaw in my own subscription app where user accounts were being created in the database before Stripe payment actually confirmed, meaning someone could get full access without ever paying. Rebuilt the signup flow so intake data is held temporarily and the real account is only created once the Stripe webhook confirms payment. :Shipped without any downtime or disruption to existing customers.
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1. Fixed a Payment Bypass Vulnerability in a Live SaaS Caught a critical flaw in my own subscription app where user accounts were being created in the database before Stripe payment actually confirmed, meaning someone could get full access without ever paying. Rebuilt the signup flow so intake data is held temporarily and the real account is only created once the Stripe webhook confirms payment. Shipped without any downtime or disruption to existing customers. 2. Rebuilt a Customer Admin Panel for a Solo-Founder SaaS Designed and shipped a full admin dashboard for a subscription app: customer health scores, churn-risk flags, plan status, login activity, and profile completeness, all in one view. Replaced a scattered set of manual checks with a single system that surfaces which customers need attention before they churn or file a complaint. 3. Client Relations & Account Management, International Accounts Managed international client accounts in a corporate account management role, handling day-to-day relationship management, issue resolution, and cross-team coordination. Background spans customer service leadership in e-commerce as well, giving me both the corporate-process side and the scrappy solo-founder side of support. 4. Built a Grace-Period System for Failed Subscription Payments Designed and implemented an automated grace-period flow for customers whose payments fail: toast notifications, clear in-app messaging, and a defined window before access is restricted, instead of an abrupt cutoff. Reduced accidental churn from card declines and payment hiccups without needing manual follow-up on every failed charge.
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CustodyIQ: Solo SaaS Support & Ops
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Customer Success Manager
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Trey Massie
Los Angeles, USA
LA based AM keeping clients satisfied and coming back.
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LA based AM keeping clients satisfied and coming back.
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Full scope of the services I offer. If you have needs that are adjacent, but not listed and want to see if I am a good match, let's talk!
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Showcases the Freelance Services Profile. Overview of my portfolio and relevant background experience.
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Senior Account Manager with 4+ years owning 350+ client relationships across a $9B portfolio at a large commercial real estate company. Demonstrated past skill in relationship management, cold outreach, client check-ins, and CRM tracking.
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Client Account Management — Keeping Every Account Informed and Every Issue Resolved This highlights my approach to account management and what it actually looks like in practice — not just the title, but the process behind it. At the start of every week, I flag anything time-sensitive first. Deadlines, pending items, anything that needs attention before I can move on. Once those are addressed, I work through the rest of my accounts systematically — using a mix of CRM notes, logged activity, and my own familiarity with each client to know where things stand. When something is unresolved, I don't go quiet. I send a short update so the client is never left wondering, and I loop in the right people internally before anything escalates. Clients shouldn't have to chase their account manager — that's not a relationship, that's a gap. My focus is on clear, proactive communication and making sure nothing slips. Especially when things get complicated — that's when staying calm and direct matters most. This reflects my ability to manage multiple accounts simultaneously without losing track of where any single one stands, and to show up as a resource clients can actually count on.
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Ally McCarthy
Los Angeles, USA
Customer enthusiast & a writer for all seasons.
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Customer enthusiast & a writer for all seasons.
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Troubleshooting the customer journey at Hubtran
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The Voice of Honey
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12
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Growing audiences at Staircase Digital
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