Glossy Cliff
Streamlining B2B SaaS onboarding & customer retention.
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CRM Recovery and Optimization for Kestrel Media
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At-Risk Account Recovery for Meridian Care Group. Problem is Meridian Care Group was 10 months into their contract with only 4 of 7 sites active, an 11 percent no-show reduction against a 30 percent target, an NPS drop from plus 56 to plus 18, and board-level ROI scrutiny with renewal 5 months away. The account was rated Red and Critical. Strategy is conducting a four-pillar customer health audit across product adoption, outcomes and ROI, relationship health, and customer sentiment, then building a 90-day re-engagement roadmap in three phases: Stabilize, Re-engage, and Demonstrate Value. Execution is an emergency call with the internal champion Priya Mehta on Day 1, P1 escalation of a patient-facing booking confirmation bug the same day, a dedicated onboarding sprint for the 3 inactive sites in Days 31 to 40, a shared progress tracker for board visibility, and a 6-slide Executive Business Review delivered on Day 75 to Priya and a board member. Impact is a clear path to recovering all 7 sites to active status, NPS recovery trajectory toward plus 30, revised and credible success targets of 22 percent no-show reduction by Month 13 building to 30 percent by Month 16, and a structured renewal conversation opened.
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Title is SaaS Onboarding and Churn Prevention for MedTrack Systems and PulseOps. Problem is MedTrack Systems, a healthcare administration company operating across 9 regional offices in East Africa, struggled with low product adoption, uneven digital literacy, a skeptical regional director, and an aggressive 90-day board deadline to onboard all offices onto PulseOps, a B2B SaaS platform. Strategy is designing a phased 30-60-90 day onboarding framework tailored to MedTrack's constraints, creating a stakeholder communication strategy for each decision-maker including the CEO, Regional Director, Operations Lead, and office administrators, and deploying a proactive health score monitoring system from Day 1. Execution is a pilot rollout to 2 offices in the first 30 days, expanding to 6 offices by Day 60, and achieving full 9-office activation before Day 90, with training delivered in English and Swahili, a Branch Champion peer-support model, and WhatsApp voice note training for remote staff. Impact is all 9 offices live within the 90-day board deadline, a clear trajectory toward 35 percent admin error reduction, and successful conversion of a skeptical Regional Director into a platform champion.
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Enterprise Onboarding and Customer Success Plan for IronBridge Supply Co. and ProcureFlow. Problem is IronBridge Supply Co., an 800-person supply chain company operating 11 branches across Nigeria with a 120 million naira annual contract, had 11 branches each running informal procurement tracking systems, a history of a failed ERP rollout that caused a 3-week operational shutdown, a sceptical Operations Director, an IT Lead limited to 4 hours per week, and a CEO mandate to onboard all 11 branches within 90 days with a target of 35 percent fewer procurement exceptions within 6 months. Strategy is a phased wave rollout model starting with a 2-branch pilot before expanding to 5 then the remaining 4 branches, a full stakeholder register mapping 12 stakeholders across 4 tiers using a Power/Interest quadrant, a tailored communication strategy for every decision-maker, and a 3-Task Protocol for low-digital-literacy branch supervisors. Execution includes a 30-60-90 day onboarding framework with 12 milestone gates, RACI-based governance, role-segmented training in English, Hausa, and Pidgin, a WhatsApp Classroom solution for struggling branches, a Branch Champion peer-support model across all sites, and a Week 3 crisis response that prevented a rollout pause without moving the 90-day deadline. Impact is a trajectory toward all 11 branches live before Day 90, exception reduction projected at 12 percent by Day 60, 22 percent by Day 120, and 35 percent by Day 180, and a 12-month value roadmap with renewal conversation built in at Month 6.
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Built a real-time web app for Customer Success Managers that captures post-call sentiment, tracks mood trends over time, and generates AI-powered account insights. CSMs can log mood, risks, opportunities and notes after every call. The AI auto-fills fields from raw call notes, automatically flags at-risk accounts, and surfaces sentiment patterns using the Claude AI API. Built with React, Tailwind CSS, Recharts and Lovable.
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