Customer Success strategy with soul, structure and scale.
Fractional leadership, process design, and strategic support for SaaS teams who are ready to stop winging it.
No matter where you are in your growth journey, we meet you there — and build with you from there.
What we do
(and do well)
We help you scale, sustainably
Whether you need fractional leadership, a process revamp, or just someone to make sense of the chaos, Success Design Lab meets you where you are, and builds with you from there.
Success Design Lab helps early-stage SaaS teams turn post-sale chaos into clarity. We work hands-on with founders and teams to design intentional customer success, experience, and support systems that actually scale.
Playbook & Process Design
Stop reinventing the wheel every week.
We’ll co-create onboarding, retention, and expansion playbooks tailored to your product, team, and customer segments.
→ Perfect for teams doing everything manually or inconsistently.
Fractional Head of CS / CX
Strategic leadership without the full-time overhead.
I embed as your part-time post-sale leader—shaping strategy, mentoring your team, and creating the structure needed to scale.
→ Great for early-stage SaaS or founder-led GTM teams.
Audits, Strategy &
Hiring Support
Clarity before headcount.
Need help prioritizing your roadmap? Hiring your first Head of CS? Auditing your customer journey? I’ll assess what’s working, what’s not, and give you a focused plan forward.
→ Ideal for post-PMF teams or those preparing for a funding round.
How We’ve Made
a Difference
“Tracie made an immediate impact. She brought data clarity, process design, and strategic alignment—but more importantly, she brought people skills. Her ability to connect authentically with everyone from solo founders to enterprise stakeholders is unmatched.”
— Senior Program Director, Tech Nonprofit
“Tracie led with strategy, empathy, and execution. She elevated our customer experience while driving real revenue impact. Her ability to lead high-value accounts and build a culture of excellence left a lasting mark on the company.”
— SaaS CEO & Founder
“Tracie doesn’t just deliver Customer Success—she embodies it. She anticipates what clients need, empowers her teams to show up with excellence, and keeps everyone focused on what really matters: delivering value at every step.”
— Support Team Lead, B2B SaaS
