10 customer success consultants
Six founder or owner titles at independent practices anchor this group of customer success consultants, whose careers also include VP or head of customer success seats at Instructure, Yelp, Pushpay and OnePageCRM. Bring one in to stand up a first CS team, design onboarding and health scoring, or turn post-sale work into retention and expansion revenue at a SaaS company.
Professionals to explore
Bill Harris
LinkedInExperience: Founder Customer Success Consultant Advisor Coach · High Rock Consulting
Early-stage B2B SaaS start-ups are Bill Harris's focus as Founder Customer Success Consultant Advisor Coach at High Rock Consulting since July 2023, providing hands-on leadership and frameworks that turn reactive post-sale work into retention and expansion. Harris sits on the CCO Function Steering Committee at Pavilion (since 2025) and was Director, Customer Success at Enable (2022-2023), Presto Phoenix, Inc. (2019-2022) and 8x8 (2019).
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Carmel Granahan
LinkedInExperience: Founder & Customer Success Lead · Unify Success
Carmel Granahan was Founding Head of Customer Success at OnePageCRM from 2013 to 2022 and has been Founder & Customer Success Lead at Unify Success since September 2022, helping SaaS founders fix post-sales chaos to reduce churn and raise adoption. Based in Ireland, Granahan also works as a Coach at Mentors CX (since 2025) and describes fractional CS lead and interim senior CSM work, useful when a founder needs a first CS function.
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Carrie Beals
LinkedInExperience: Fractional Customer Success & Operations Consultant · Consultant
Carrie Beals has been a Fractional Customer Success & Operations Consultant since March 2026, with a current engagement building a CS org from scratch for an early-stage platform in the short-term rental space serving thousands of customers. Beals was Enterprise Client Success Manager at SeekOut (2022-2024) and Senior Client Success Specialist, Enterprise II (2021-2022) and Client Success Specialist (2018-2021) at Indeed.
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Doreen Etaat
LinkedInExperience: Customer Success & Growth Consultant · Freelance
Doreen Etaat, a freelance Customer Success & Growth Consultant since November 2024, describes designing onboarding journeys, customer health scoring and success playbooks for SMBs and early-stage startups. Etaat was Customer Success Manager at YPulse (2023-2024) and Strategy & Operations Consultant - specialization in customer success at K1 Operations (2020-2023), which makes Etaat a practical pick for health score and playbook design.
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Jeanne I.
LinkedInExperience: Customer Success Consultant Startup Advisor · Freelance
Jeanne I. has worked as a freelance Customer Success Consultant Startup Advisor since August 2023, helping early to mid-stage startups with customer lifecycle, scaling onboarding, adoption and retention and designing customer-facing teams. Jeanne was Director of Customer Success at New Stand (2023-2024) and, at Unbabel, Customer Success Team Lead (North America) (2022), Senior Customer Success Manager (North America) (2021-2022) and Program Manager Implementation (North America) (2020-2021).
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Kaela Doss
LinkedInExperience: CS Consultant and Coach · Kaela Doss Coaching & Consulting
Kaela Doss coaches customer success leaders, especially managers and directors, as CS Consultant and Coach at Kaela Doss Coaching & Consulting (since 2024) and CS Consultant Coach at Jami Zakem Coaching & Advising (since 2020), and is Expert-in-Residence at Rippleworks. Doss was Sr. Director, Head of Enterprise Customer Success at Yelp (2017-2020) and taught a Customer Success Leadership Course for SaaSy Sales Leadership (2020-2021).
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Libby Knott
LinkedInExperience: Owner, Primary Consultant · Flow CS Consulting
Libby Knott has been Owner, Primary Consultant at Flow CS Consulting since March 2025 and Managing Partner at Suay since 2024, helping startups and growth-stage SaaS companies build customer success programs for retention, expansion and advocacy. At Instructure, Knott was VP, Customer Success Management (2021-2024), Senior Director of Customer Success Management (2020-2021) and Director of Customer Success Management, HE (2018-2020).
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Matt Strelecki
LinkedInExperience: Founder Fractional Head of Customer Success & Post-Sale · Strelecki.co
Matt Strelecki helps B2B SaaS companies from $1M to $200M ARR turn customer success and the wider post-sale function into a revenue engine, as Founder Fractional Head of Customer Success & Post-Sale at Strelecki.co since December 2025. Strelecki was VP Implementation & Account Management (2023-2025) and VP Implementation (2021-2023) at Vanco, Co-Founder Chief Customer Officer at Leadr (2020-2021) and VP of Customer Success at Pushpay (2018-2020).
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Niki Clarke-Crossman
LinkedInExperience: Founder & Fractional VP Customer Success · ThinkSuccess.Net
Niki Clarke-Crossman, based in the United Kingdom, describes 15 years building and scaling customer success functions across global SaaS, including Datadog, Confluent and Coherent, managing $50M+ ARR portfolios and reporting to boards. Clarke-Crossman has been Founder & Fractional VP Customer Success at ThinkSuccess.Net since May 2026, a fractional practice built on a Success Engineer Framework, and is also Founder & Solo Technical Builder at SnapBrief.
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Shruti Sharma
LinkedInExperience: Founder, Customer Success Leader & Consultant · Consult with Shruti
Named a Top 25 Customer Success Leader 2024 by EverAfter, Shruti Sharma has been Founder, Customer Success Leader & Consultant at Consult with Shruti since August 2022 and describes 20+ years of product, sales and customer success work across B2B SaaS in E-Commerce, MarTech and HRTech. Sharma is also Lead Mentor at Venture Lane | Startup Hub (since 2022) and was a Mentor at Techstars (2021-2024).
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Choose the right perspective
For a first CS team built from scratch, Carrie Beals (doing exactly that in a current engagement), Carmel Granahan (Founding Head of Customer Success at OnePageCRM) and Bill Harris (early-stage B2B SaaS) fit best. Libby Knott and Matt Strelecki held VP titles and suit a post-sale org with several teams, and Kaela Doss is the pick for coaching existing CS managers and directors.
Questions to take into the conversation
- 01What should the first customer success hire own, and when should a startup build a full customer success team?
- 02How do you design a customer health score that actually predicts churn?
- 03When should implementation, account management and customer success sit under one post-sale leader, and when should they be split?
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot; roles marked former had ended by then. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.