Sarah Vazquez

About Sarah Vazquez

Most SaaS founders can tell me exactly when things started breaking.It’s usually one of two moments: you hit 50-150 customers and renewals that used to be automatic now need saves. Or you just signed your first enterprise deal and realized you have no idea how to onboard them without losing the logo in 90 days.The common thread? Post-sales became a bottleneck to your next round, and hiring feels like an expensive guess: What does a good CS hire look like? What kind of systems and support do they need? How do you know they’re doing a good job before customers start churning?I’ve built entire CS orgs before… multiple times.I’m the CS leader you bring in when what you’re doing today needs to become predictable revenue. I build the customer lifecycle playbooks, train the post-sales team, and create the systems that make retention and expansion show up clean in your investor deck.The work:Onboarding that gets customers to first value fastHealth scoring so churn doesn’t blindside youExpansion motions your team actually executesReporting that makes GRR/NRR forecasting reliableI work fractionally, which means you get a senior operator who’s scaled CS orgs from Seed through Series C, without the full-time exec hire. The goal is always a CS function that runs without me.If you’re scaling past founder-led CS, or just closed your first enterprise customer and need help now, let’s talk.Selected impact:• Reduced churn by 22% while scaling Customer Success through 133% YoY company growth• Sustained 93% retention over two consecutive years• Increased monthly onboarded customers by 275% while reducing onboarding time by 53%• Increased contract utilization by 250% during onboarding, reduced time-to-value by 33%, and onboarded 29% more customers per month• Implemented support strategies that drove 98% CSAT• Built Enterprise and Strategic CS motions supporting 70% of total ARR• Established scalable Mid-Market and SMB motions with mid- and low-touch strategies

Experience

1. Founder & Consultant

   Medro Group

   Jan 2026 — Present

   Retention, expansion, & strategy for B2B AI-native and traditional SaaS companies ready to scale. We partner with founders and executive teams through advisory and fractional leadership to design, stabilize, and scale Customer Success organizations across Seed–Series C stages.

Skills

• Payroll
• Accounting
• Microsoft Excel
• Bookkeeping
• Office Management
• Quickbooks
• Administration
• Microsoft Office
• Sales
• Purchasing
• Spreadsheets
• Account Reconciliation
• Dance Education
• Accounts Payable
• Accounts Receivable
• Time Management
• Administrative Assistants
• Calendars
• Invoicing
• Administrative Assistance
• 80 Wpm
• Microsoft Word
• Strategic Planning
• Data Entry