Tegan Sabatier

About

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.

Experience

• Customer Success Manager (Strategist & Operator) · Profit Pedal, Inc.2019

  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 Worldwide2017 – 2019

  Customer 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 Candor2014 – 2017

  Founded 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 CommunicationM.A., Cross-Cultural Communication
• B.A., AnthropologyB.A., Anthropology
• Professional Diploma, UX DesignProfessional Diploma, UX Design

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