Samantha Tovar
Fractional support & ops for solo SaaS founders
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CustodyIQ: Solo SaaS Support & Ops
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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.
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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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