Strategic Post-Sales Leadership and Professional Coaching
I help founders and CEOs work through their business transition points to enhance and scale their post-sales teams, and I coach the professionals and leaders to succeed long term.
For Organisations
Fractional Customer Success leadership to build, scale, or transform your post-sales function. Learn more
For Individuals
Coaching for professionals and leaders who want to grow and achieve their goals.
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a little bit about me
Hello and welcome!I'm Renata, and I'm a relentless problem solver living in London, helping as many people and companies as possible succeed in the start-up space. This is why I created Success Tree.I value honest, straightforward communication and transparency, done kindly. This is something that you can always expect from me in all our interactions.I don't just talk about Customer Success strategy. I execute it daily as a senior CS leader in the B2B tech space, working with companies that serve clients across various industries.I believe sustainable growth happens through genuine customer advocacy, empathetic leadership, and data-driven strategies that scale.
Highlight of some of my career achievements
140%+ NRR consistently, even in downmarket conditions
237% exceeded professional services targets in FY24
50%+ improvement in customer onboarding efficiency
Scaled teams from 2 to 25+ in 18 months
In addition to Customer Success, I am also a ICF-trained coach, working with professionals and leaders in customer-facing roles.I'm passionate about Diversity, Equity and Inclusion and the responsibilities leadership have in progressing this. In my spare time I am always striving to raise awareness around the issues people face every day.When I'm not optimising customer journeys, you'll find me speaking at CS events, coaching rising leaders, or at home in London with my husband and our energetic dog and cuddly cat.
I look forward to the opportunity of working together. Feel free to find me on LinkedIn.Warmest,
Renata
How I Work
Throughout my 15 years of working with clients, I've worked for big multinational companies and various wonderful high-growth start-ups. I've been in charge of Customer Success, Customer Support, Customer Experience, Account Management and Customer Operations.During this journey I've built customer success teams from scratch, grown them into intercontinental teams, re-shaped the customer journey to deliver value, implemented software to drive automation and much more.My expertise is in scaling and optimising Customer Success, solving growth challenges, and creating customer-centric teams that deliver value throughout the customer journey, leading to NRR and LTV growth.My track record spans: 15+ years in customer-facing leadership roles, VP-level positions at FinTech, MarTech, SupplyChain Tech and other B2B tech scale-ups, expertise across Customer Success, Implementation, Support, Operations and Data Analytics.Background: MBA degree and a deep experience in B2B tech environments
Where I've done this before
A B2B2C FinTech Scale-up
I inherited a reactive team of 9 with no clear structure. I restructured into four distinct teams (Customer Success, Account Management, Support, and Operations), each with dedicated leadership. Within 18 months, the team had grown to 24. We achieved 157% and 147% NRR across two consecutive years, and cut customer onboarding time by more than 50%.
A B2B Connected Worker Platform
I joined a team of 12 with unclear roles and no separation between professional services and strategic CS. I restructured the function, built a professional services arm from scratch, and established a strategic CS practice. We achieved 140%+ NRR in challenging market conditions, exceeded professional services revenue targets by 237% in FY24, and increased implementation capacity by 137%.
I now want to support as many early stage companies as possible either via coaching or fractional engagements.
Fractional Customer Success
Customer Success can look very different from one business to the next. The right model sits at the intersection of the industry you operate in, the customers you serve, the product you're building, and the experience you choose to deliver. This intersection determines everything that comes after: the customer journey, segmentation, the best roles to deliver the experience, the engagement approach, KPIs, and team structure.I embed in your business as your senior CS leader and work with you to define that model, build it, and run it alongside you until it's self-sustaining. I don't write a strategy deck and leave. I lead the team, coach individuals, and drive the change through to day-to-day practice.
My approach follows three stages
Understand: I spend time with your leadership, your CS team, your customers, and your data to build a clear, honest picture of where things stand. The output is an assessment of the current state, a recommended CS model for your business, and a transformation roadmap we review together before agreeing the way forward.Transform: We define the right direction, align on it together, and execute in waves, evaluating and course-correcting as we go. Changes are implemented in phases, with regular check-ins on progress and feedback gathered throughout from the team, stakeholders, and customers.Sustain: Make sure the change sticks without me. Iterate, fine-tune, strengthen the team, and prepare for handoff to a permanent CS leader. The goal is a function with strong foundations, a team that knows what good looks like, and a plan for continued growth.
What drives me
The question I hold myself to is simple: are things better after I leave, and have I made a measurable impact through my work? That is what I am working towards in every engagement.Customer Success is fundamentally about working with people: your customers, your colleagues across the business, and the team doing the work. I start with the humans and design around them. You can't spreadsheet your way to a high-performing team.I work on a flexible basis, whether that's a few days a week embedded with your team, monthly strategic sessions, or an ongoing retainer. The format depends on what you need and where you are in your journey.
Coaching
I offer coaching for professionals and leaders in business who are looking to develop and achieve a personal career goal.
Ways Coaching could help you
If you've ever thought that you're good at what you do but something isn't clicking the way it should, coaching is for you.Maybe you keep saying yes when you know you should be pushing back.Maybe you got the leadership role but still feel like you're doing your old job.Maybe you're giving everything to your team and it still doesn't feel like enough.These aren't knowledge gaps. They're the kind of challenges that don't get solved by another framework or another course.They need space, honesty, and someone who gets it because they've been there.
What I bring to Coaching
I've spent my career in a variety of customer-facing roles: Customer Success, Account Management, Customer Support and post-sales leadership.I've navigated the shift from individual contributor to leader, learned how to have the hard conversations without losing the relationship, and figured out how to stop being the person who said yes to everything.None of it came naturally. All of it was intentional.That's what I bring to coaching: real experience in your world, combined with professional coaching training (ICF-accredited training) and a genuine belief that the best coaching sees the whole person, not just the job title.My style is warm, direct, and informal. I believe the best breakthroughs happen in honest, open conversations, not rigid programmes.
"Kindness is the force that draws us together" - Nick CaveIf any of this resonates, or if you know someone it might be right for, I'd love to have a conversation.Warmest,
Renata
Featured content
Podcasts and WebinarsI had the pleasure of speaking with Custify on Navigating Customer Success in Start-ups and how to navigate some common challenges.I'm grateful to have participated in Inspiring Future Leaders podcast, where you can hear me talk about leadership and DEI.Speaking engagementsI have experience speaking and doing panel sessions sessions in events such as the Chief Customer Officer London and also delivering curated content as part of certified training courses such as the Customer Success Leadership Accelerator.If you'd like me to speak at your event or course, please feel free to get in touch!
Let's work together
I've spent 15+ years building and leading post-sales teams at B2B tech companies, from early-stage through to scale-up.I care about setting things up right, not getting it done quickly, and I bring the same energy and ownership to fractional work as I would to a full-time role.If you're building or scaling your post-sales function, or a client facing professional that wants to explore coaching, I'd love to connect.
Prefer to write? Drop me a message below.Speak soon,
Renata
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