Tegan Sabatier

Customer Success Manager

Cocoa Beach, FL, US

Notion

HubSpot

Salesforce

Account Management

Available for hire fromNegotiable

Customer Success Leader (18+ Years) | Retention, Expansion & Lifecycle Growth for SaaS

Customer Success leader with 18+ years partnering with SaaS founders and executive teams to improve retention, expansion revenue, and customer lifecycle performance. Brought in to diagnose onboarding gaps, reduce churn risk, and build scalable lifecycle infrastructure—turning product usage into measurable revenue outcomes across activation, retention, and expansion. Owns end-to-end post-sale lifecycle performance including onboarding, retention, renewals, and expansion revenue across diverse SaaS environments.

Projects

Increased Trial-to-Paid Conversion 24% for PLG SaaS Platform

A PLG SaaS platform was losing users between signup and activation — strong top-of-funnel, weak conversion. I audited the onboarding flow, identified where users were dropping before reaching the first value moment, and rebuilt the sequence around time-to-value milestones. Introduced behavior-based triggers and optimized the activation path to route users to the right experience faster. Trial-to-paid conversion increased 24%.See More

Improved Day-7 Retention by 14 Points Through Onboarding Redesign

A SaaS company had high signup volume but was losing a significant portion of users in the first week before they experienced the core product value. I redesigned the activation milestones, introduced behavior-based onboarding sequences, and aligned the product and CS teams around clear time-to-value benchmarks. Day-7 retention improved by 14 percentage points.See More

Grew Expansion Revenue 19% by Building Usage-Based Upsell System

A SaaS portfolio with 50–500+ accounts had flat expansion revenue despite healthy product usage signals. I built a customer health scoring model combining usage, engagement, and support data to identify upsell-ready accounts before they self-selected. Implemented structured upgrade paths and trained the team on expansion triggers. Expansion revenue increased 19% across the portfolio.See More

Work History

Customer Success Manager (Strategist & Operator)

Profit Pedal, Inc.Embedded Customer Success Manager owning onboarding, retention, renewals, and expansion across SaaS portfolios of 50–500+ accounts, with $1M–$20M+ ARR per engagement across diverse industries, including healthcare, real estate, legal, finance, retail, e-commerce, HR tech, marketing, education (EdTech), and cybersecurity, supporting both technical and non-technical SaaS products. Own post-sale revenue across customer portfolios, including retention, renewals, and expansion Partner with founders and GTM leaders to align customer success strategy with product and revenue goals Increase expansion revenue +19% by identifying upsell-ready accounts through usage signals and implementing structured upgrade paths Improve Day-7 retention +14 pts by redesigning activation milestones and introducing behavior-based onboarding Increase trial-to-paid conversion +24% by optimizing onboarding flows to accelerate time-to-value for a PLG SaaS platform Own renewal strategy and execution, improving retention and reducing churn risk through proactive lifecycle management Build customer health scoring models combining product usage, engagement, and support signals to proactively identify churn risk Develop playbooks for onboarding, risk mitigation, and renewal, standardizing execution across the customer lifecycle Lead QBRs and EBRs with C-suite and VP-level stakeholders to reinforce ROI, strengthen retention, and uncover expansion opportunities Map end-to-end customer journeys to reduce friction, improve activation, and optimize lifecycle performance

Customer Success & Growth Strategist

V1 WorldwideJan 2017 - Jan 2019 • 2 yrs 1 moCustomer Success and growth strategist within an early-stage SaaS company, owning onboarding, retention, and expansion across the customer lifecycle. Partnered closely with founders, product, and go-to-market teams to identify churn drivers, improve activation, and implement systems that increased retention and revenue performance. Improved retention rates by 18–25% through targeted churn reduction strategies and lifecycle intervention systems Increased onboarding-to-activation rates by 30–45% by aligning product and CS teams around clear time-to-value milestones Defined customer lifecycle management strategies across onboarding, product, and retention for early-stage SaaS companies Built structured account management and CS frameworks to support scalable growth

Founder

Cultural CandorJan 2014 - Jan 2017 • 3 yrs 1 moFounded and scaled an intercultural training company serving Fortune 500 clients, owning the full customer lifecycle from onboarding through retention, renewal, and expansion. Drove 92%+ client retention and achieved NPS of 72, leading to a successful exit.

Education

M.A., Cross-Cultural Communication

B.A., Anthropology

Professional Diploma, UX Design

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