Richard Castillo

If your SaaS is hemorrhaging customers while your CS team drowns in tickets, or your AI startup can't figure out why users churn after onboarding, I know exactly how to fix it.

I transform customer success from a cost center into a revenue multiplier. In the last 8 years, I've taken failing CS operations and turned them into growth engines—including saving a $5.2M enterprise portfolio at 100% retention while growing it 12%, and exceeding retention targets by 115% for two straight years at Price Spider.

I've actually built CS functions from scratch. As the second US hire at Price Spider, I created the entire playbook that scaled from 10 to 100+ enterprise accounts. . When I tell you a retention strategy works, it's because I've personally implemented it and watched the MRR climb.

I'm also AWS AI Certified and Google PM certified—meaning I actually understand your product architecture, not just your CRM. I can diagnose whether churn is a product problem, a process problem, or a people problem, and I know how to fix all three.

Churn Crisis (85% retention or worse): 90-day audits that identify why customers really leave. I build early warning systems and intervention playbooks.

Scaling Breakdown: Your CS model broke at 100 customers. I design operations that scale to 1,000—segmentation, automation, team structures that actually work.

Dead Renewals: Transform CSMs from ticket-jockeys into revenue drivers with QBR frameworks and expansion playbooks that generated 12% growth in flat markets.

LATAM/Global Expansion: Trilingual (English/Spanish/Portuguese) with proven cross-border launch experience.

If you've had enough of band-aid fixes and failed CS hires, let's build something that actually scales.