I design the system that connects your client with your company's growth.
I work with executives and teams at B2B SaaS companies that need to structure, redesign or activate their Customer Success and post-sale Operations area.
Is this for you?
Incoming executive
You just joined as COO, Head of CS or Director of Operations and you need to build or reorganise the area from scratch. You need good judgement before you start, not after.
Founder or CEO
Your company is growing but the client relationship doesn't scale. The team lives in reactive mode and you know it needs structure, but you don't have time to build it alone.
Head of CS or CS Lead
You have the team but it lacks a system. Processes are informal, metrics don't tell the right story and collaboration with Product and Sales is more friction than flow.
How I work with you
Three ways to collaborate, depending on where you are.
Executive Coaching Service. For those who come in to build from scratch.
Who it's for: COOs · Heads of CS · Directors of Operations who are joining to build or redesign the post-sale area.
What you get: 4-month phased coaching, from before you start until the system is running.
Concrete strategies you can use the very next day:
Pre-onboarding: you arrive with judgement, not as an executor
Diagnosis: real mapping of what exists
System design: operating model, roles, metrics
Implementation: quick wins and scalable system
Support: System review to nurture you from this department.
The difference: I analyse your company before our first session. I don't start from zero.
Investment: From €300 for the initial phase
CS System Design Service. For those who need structure, not more people.
Who it's for: Founders · CEOs · Heads of CS at B2B SaaS companies growing in sales but not in retention.
What you get: Clear customer journey, role separation, useful metrics and alignment with Product and Sales. A model the team actually adopts.
Format: 8–10 week project · Sessions + documented deliverables
Investment: tell me your case and we'll analyse it
Ad-hoc consulting service. For when you need quick clarity.
Who it's for: Teams facing a tough decision, a specific problem, or that need external perspective before a bigger move.
What it includes: Diagnosis, strategic sessions or workshops. Flexible format based on what you need.
Format: Single session or package · No continuity commitment
Investment: from €150
It makes sense to work together when...
If you recognise yourself in any of these situations, it's probably time.
The product grows but clients don't grow with you.
You sell more, but retention doesn't respond. Clients arrive and don't stay, or they stay but don't grow. The problem isn't the team — the system is missing.
The team lives putting out fires.
Everything is urgent. Nobody works on strategy. CS doesn't have time to be proactive because it's solving what should already be automated or documented.
You have data but no clarity.
There are numbers, tools, meetings — but nobody knows exactly what's failing or where to start. Decisions are made by intuition, not by criteria.
You're about to make a big move.
A new hire, a reorganisation, an expansion into a new market. You know that doing it right from the start is worth more than fixing it later.
What people who have worked with me say
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Sonia consiguió que diéramos continuidad al uso de la herramienta en nuestros primeros clientes, y fue gracias a su iniciativa que logramos aterrizar los primeros casos de uso que ahora conforman el backbone de nuestro producto.
Asimismo, Sonia propuso un proyecto de resumen de métricas por PowerBI, que posteriormente se reveló como un acierto total al responder a las necesidades del cliente, y que a día de hoy es el germen de todo nuestro proceso de Customer Success. Es por ello que recomienda a cualquier empresa que quiera dar un empujón a su departamento de Customer Success. -
Sonia created and built a team from scratch. She developed a model based on genuine cooperation with the customer, understanding their challenges, anticipating their needs, and working side by side with them and with other areas of the company, together with the team she leads.
Thanks to her proactivity and close relationship with customers, we established a real bridge with them that allowed us to introduce key product improvements, identifying what delivered the most value and which needs were still unmet, directly influencing the evolution of the roadmap.
In addition, during periods of heavy workload for the development team, she supported both the Support and Development teams through the strategic prioritization of issues, balancing urgency, impact, and long-term vision, always with customer satisfaction as the top priority. -
Trabajar con Sonia fue una experiencia realmente enriquecedora. Su trato con el cliente, su proactividad en la mejora continua y su enfoque orientado a resultados hacen de ella una apuesta segura. Lo que más me impresionó de Sonia fue su capacidad de adaptación y aprendizaje en nuevas tecnologías, lo que le permitió reducir al mínimo la curva de aprendizaje y asumir el liderazgo en su rol prácticamente desde el primer día. Sin duda, una profesional clave para cualquier empresa.
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Sonia convirtió la incertidumbre inicial en una estructura sólida: formó al equipo desde cero y definió procesos pensando siempre en el cliente y la preservación digital. Lo hizo con una sonrisa constante y un trabajo intenso, aportando calma, criterio y determinación en momentos de presión. Su combinación de empatía, visión estratégica y atención al detalle permitió desplegar soluciones escalables en un entorno SaaS.
En lo personal, trabajar con Sonia me enseñó su capacidad para liderar con humanidad y profesionalismo. -
Además de su enfoque centrado en el cliente, Sonia impulsó diversas iniciativas orientadas a mejorar tanto los procesos internos como externos del equipo. Posteriormente, mostró una gran iniciativa mediante la creación de un dashboard en Power BI, aportando claridad y facilitando la visualización de datos para nuestros clientes. Este trabajo reflejó su motivación para mejorar constantemente la experiencia del cliente y aportar valor al equipo.
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Sonia demonstrated exceptional leadership and strategic clarity in her role. Our department's success relied on her team's ability to drive successful user onboarding and continuous engagement, and she consistently delivered.
Specifically, she was highly effective at bridging the gap between customer issues identified by Support and the upstream adoption strategies. She used data and direct user feedback from our team to refine the product adoption process, which resulted in measurable improvements in user activation and retention rates. She is a professional, proactive, and collaborative colleague who understands the full customer lifecycle, from initial support query to long-term adoption.
She possesses a unique ability to translate complex user needs into clear, actionable strategies. -
Sonia es, sobresaliente compañera y profesional. Su labor fue fundamental para Foreworth, de hecho tenía los clientes más importantes por su gran conocimiento técnico y saber ver lo problemas antes que nadie. Realmente sería un gran fichaje para la empresa que la contratara porque además tiene clase, saber estar y lo que falta mucho en este sector, elegancia.
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Trabajé con Sonia en varios proyectos durante nuestra etapa en OPINATOR. Además de su habilidad para la gestión de clientes, lo que más destacaría de ella es su enfoque proactivo y colaborativo.
Sonia es una persona en la que siempre puedes confiar: comprometida, eficaz y con muy buena actitud. ¡Cualquier equipo que lidere o del que forme parte tendrá suerte de contar con ella! -
Quedé impresionado desde el primer momento por su capacidad para aprender rápidamente conocimientos técnicos y adaptarse con facilidad a productos complejos. Su enfoque analítico y su curiosidad le permiten dominar nuevos conceptos en tiempo récord, lo que la convierte en un activo invaluable en cualquier equipo.
Su alto nivel de exigencia la impulsa a buscar siempre la mejor solución para los clientes, asegurándose de ofrecerles el máximo valor en cada interacción.
Sin duda, una persona con la que cualquier equipo querría contar. ¡Totalmente recomendada! -
Trabajar con Sonia ha sido muy enriquecedor, además de ser una persona con unos valores y unas aptitudes que aportan muchísimo al equipo de trabajo, para mí lo más importante es que es una compañera excepcional que demuestra su valor en el día a día con su total dedicación y saber hacer.
¡Ha sido un placer tener la oportunidad de trabajar juntos! -
Sonia created and built a team from scratch. She developed a model based on genuine cooperation with the customer, understanding their challenges, anticipating their needs, and working side by side with them and with other areas of the company, together with the team she leads.
Thanks to her proactivity and close relationship with customers, we established a real bridge with them that allowed us to introduce key product improvements, identifying what delivered the most value and which needs were still unmet, directly influencing the evolution of the roadmap.
In addition, during periods of heavy workload for the development team, she supported both the Support and Development teams through the strategic prioritization of issues, balancing urgency, impact, and long-term vision, always with customer satisfaction as the top priority. -
Incansable que da siempre más de lo que se espera de ella, su disciplina y la pasión con la que asume los retos profesionales se contagian entre quienes, como yo, trabajamos bajo su liderazgo.
Su visión estratégica y atención al detalle la hacen una persona y una profesional perseverante que motiva a siempre entregar los mejores resultados.
